Table of Contents
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Index
A
Abandon calls
setting exception,
Abandoned call threshold,
Abandoned calls
definition, 6-12
About This Guide, xii
ACD, 1-3, 6-12
ACW (After Call Work)
programming, 3-20 to 3-21
setting exception, 4-15
Add Agent, 6-35
procedure, 3-9 to 3-10
Adding agents
to directory, 33-15 to 3-16
Administration Menu, 3-4
After-Call-Work state, 6-9
Agent assist, 5-25
Agent Directory, 3-14 to 3-17
Agent Directory screen, 3-15
Agent Exceptions screen, 4-14
Agent exceptions
selecting, 4-13 to 4-17
Agent information
changing in directory, 3-17
Agent Logout ACW
setting exception,
Agent phones, 5-10 to 5-12
Agent Split Summary
7-5 to 7-9
cumulative, 7-8 to 7-9
4-18
4-6
4-16
Daily, 7-5 to 7-8
Agent status
changing, 5-7
Agent work states, 6-8
changing, 5-7
Agents
clearing, 3-29 to 3-29
Alerts
assigning to exceptions, 4-26 to 4-32
All-Ring On/Off
programming, 3-27 to 3-29, 6-46
All-Ring operation, 5-26 to 5-27
Answer delay
changing, 3-18 to 3-19
changing, 6-40
Anwering calls
CMS, 5-14
non-CMS, 5-15
Archiving data, 8-1 to 8-10
Assign Splits, 6-43, 3-25
Assigning alerts
conditions, 4-28
Audible alarm
setting, 4-7
Automatic ACW, 5-12, 6-41 to 6-42
Automatic After-Call-Work state, 5-12, 6-9
Automatic After-Call-Work
Programming, 3-20 to 3-21
Automatic call distributor, 1-3, 6-12
Availability, 6-7 to 6-11, 6-9
Avg speed
setting exception, 4-21
IN-1
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