Section 525 - ACD/MIS Reference
Overview
576/HD-50-525
DBS 576/HD issued September 2001
OV-7
time each agent has been busy, and routes the call to the agent who has
been busy the least amount of time.
•
Longest Idle Distribution -
The software analyzes the agent group to
determine which agent has been idle for the longest period of time, and
routes the call to that agent.
Agent Wrap Function (Standard ACD Package)
Each agent can be programmed to allow wrap-up time on a conversation
with the customer for up to 600 seconds before receiving another incoming
call.
Overflow (Standard ACD Package)
If a call is not answered in Group 1, the call can be sent to another group,
another extension or to voicemail.
Standard Reporting (Standard ACD Package)
The standard ACD package comes equipped with several built-in ACD
reports that can be used to further analyze your group's performance and
activity. These report can be viewed either through a PC connected to an RS-
232C connector from the ACD card, or they can be printed by connecting
directly to a printer. Activity of agents, groups and the system are tabulated
on an hourly, daily or weekly basis, and can be stored for a period of 14
days.
MIS Reporting (MIS Package)
For more robust reporting functions, the Optional MIS package can be
utilized to provide customizable and historical reporting of the call center
activity. This data can be downloaded into a wide variety of standard
software programs such as Microsoft Excel™, for customized formatting of
charts and graphs.
Supervisor Function (Standard ACD Package)
For the supervisor, the standard ACD card and software also provides
valuable information at the touch of a button about the agent group and how
effectively your organization is handling customers. This ACD software
includes supervisory functions that are accessed through the system's
flexible large screen display telephone. The supervisor can change the ACD
script, view agents and call information, and generate reports for example.
MIS Supervisor Function (MIS Package)
For advanced supervisory functions, the MIS package allows the supervisor
to view agent and group activity, in real time, directly on their PC display.
This is accomplished through the Local Area Network, where the supervisor
is simply a client accessing the MIS functionality over the LAN.
