Setting The View And Display; Your Default View; Selecting Fonts For The Displays; Controlling The Information Presented In The Display - Nortel CC MIS Getting Started Manual

CC MIS
CC MIS
Agent Status Display
Release 5.2

Setting the view and display

You can select one of three possible views through the Agent Status View
menu: Subgroup, Scope, and Global. Views available to supervisors are de-
termined by the access provided by the system administrator when creating
your profile.

Your default view

You set the default view in your profile. CC MIS uses this view when you
first login and access your Agent Status display. The default can be either
subgroup/group, scope, or global. During a session, you can change this de-
fault to another view. You will see the change by logging out of the current
session and logging back into CC MIS.
Selecting the Navigator option on the View menu causes the Navigator Pane
to be displayed. The listing of subgroups in the Navigator Pane can be ex-
panding using the Expand All option or hidden using the Collapse All op-
tion.

Selecting fonts for the displays

You can select the fonts for the displays. You identify the font used in the
display through the Preferences menu. You identify the font, font style, and
size.

Controlling the information presented in the display

You identify the information to appear for each position in the group
through the Preferences menu. You can select States, Names, Hold Time,
Durations, or Login Times, or desired combinations of these selections. If
you do not select States, the color in which the position number appears in-
dicates the state of the position. You define the colors for each state through
the Preferences / Color menu item.
Note: If your system supports more than 256 colors, the Color Selection di-
alog will display a Customize button. Click on this button to display a Color
dialog. The colors you in this dialog will be placed in the color map for use
in displays.

Showing elapsed time for agent positions

The CC MIS system tracks the length of time an agent position spends in
each state. To view this information in the Agent Status display, select the
Duration option from the Preferences menu. This field is always displayed
in the Agent Detail window (accessed by clicking on the agent position) and
on Agent Status display printouts.

Hold Time

The Hold Time option is selected from the Preferences menu. The Hold
Time option affects the way the time is displayed in the Duration field.
When enabled, each time the ACD or DN call is placed on hold, the timer
resets and begins counting. An underline ( _ ) is used to differentiate hold
time from total ACD or DN call time.
CC MIS Getting Started Guide (297-2671-175) Page 5-3