Merlin Legend Reporter - Lucent Technologies MERLIN LEGEND Release 6.1 Feature Reference

MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
I Applications

MERLIN LEGEND Reporter

Platform Requirements
To connect CMS to the system, you need the following equipment:
A Lucent Technologies-approved DOS PC, with:
— CMS interface card with two 14-ft. (430-cm), 4-pair modular extension
— CMS software
Digital Announcer Unit with one 14-ft. (430-cm) DIN connector cord
Parallel printer with cable to connect to the PC parallel port
Supervisor console, any DLC position
Agent telephones, any MLX or analog multiline telephones
One analog multiline module (008 or 408) to connect the two PC ports to
the extension jacks assigned as DLC ports
MERLIN LEGEND Reporter
IMPORTANT:
This section is intended solely as an overview of the application. For
comprehensive information about the use of the application, see the
documentation for the product.
Available for Hybrid/PBX mode in Release 4.2 and later systems, MERLIN
LEGEND Reporter helps system managers and calling group supervisors assess
the effectiveness of facilities and calling groups in responding to customer or
client needs. It offers these broad benefits:
Monitoring of Facilities Volume Usage. Traffic reports help in the
analysis of peak-hour facilities usage and availability of calling group
agents to respond to customer calls. The reports help determine whether
availability issues can be resolved through staffing or additional facilities.
Customer Response Assessments. Calling group managers can
determine whether customers are hanging up rather than waiting for an
available agent, how long they waited, and (with caller identification
services) their telephone numbers so that agents can return their calls.
Monitoring Proper Facilities Usage. Some facilities may be overutilized
while others are ignored. MERLIN LEGEND Reporter helps managers
pinpoint problems with the setup of pools or with users' understanding of
which lines they should access for specific purposes.
cords
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Issue 1
August 1998
Page I-35