Reports - Panasonic DBS-576 Reference Manual

Overview

Reports

Standard Reports Package
Table 1. Reporting Features
Group
Agent HOURLY
(1~64)
DAILY
WEEKLY
Group HOURLY
(1, 2,
DAILY
or 3)
WEEKLY
System HOURLY
DAILY
WEEKLY
INCOMING
ABANDONED
CALLS
MIS Reports Package
OV-16
As mentioned in the introduction, the ACD provides a variety of reporting
options that are useful for managing the call center. The Standard reports
Package comes with the ACD card itself, while the MIS Report Package is
optional, and provides further enhancements.
The ACD provides reports for the entire System, Groups, and Agents. You
can select these reports hourly, daily, or weekly through the Supervisors
Large Screen telephone. The Data is stored in the ACD memory for up to 14
days. Table 1 provides a matrix of available "Reports" features.
TOTAL UNAVAIL
TALK
LOGIN ABLE
TIME
TIME TIME
o o o
o o o
o o o
o o o
o o o
o o o
o o o
o o o
o o o
X X X
Each report will provide the appropriate information for Total Log-in Time,
Total Unavailable Time, Total Talk Time, Total Idle Time and Percentage,
and Total Incoming and Answered Calls.
Using the MIS option provides further reporting options such as
customizable reports, historical reports, and software conversion to popular
applications such as Microsoft Excel.
DBS 576/HD issued September 2001
IDLE INCOMING ANSWER
TIME CALLS CALLS
o o
o o
o o
o o
o o
o o
o o
o o
o o
X X
Section 525 - ACD/MIS Reference
AVERAGE
ABANDONED
RINGING
CALLS
TIME
o X
o o
o o
o X
o X
o X
o X
o X
o X
X X
576/HD-50-525
X
o
o
X
X
X
X
X
X
o