Section 525 - ACD/MIS Reference
Overview
576/HD-50-525
DBS 576/HD issued September 2001
OV-9
Agent Features
For the Agent, the Panasonic ACD system provides simple agent
functionality to ensure that external calls are being handled in the most
efficient way.
Log-in/Log-out
An available Feature Function key on an Agents phone can be programmed
as a Log-in/Log-out key. Simply depress the key, enter the Agent ID
number, and that particular agent is now logged into the ACD system and is
ready to receive incoming calls.
When the Agent is logged-in, that key will be lit solid green for easy
visualization of the Agents status. Depressing the key once again
automatically logs the Agent out of the ACD system.
Available/Unavailable
Another feature key can be programmed that sets a logged-in Agent to
available (ready to take calls), or unavailable (system will bypass this
agent). In this case, the supervisor will see that the Agent is indeed logged in
to the ACD, but has is unavailable for some reason. In addition, the reports
will buffer this data to provide information on the lengths of time Agents are
available/unavailable.
When an Agent depresses the unavailable key, it will be lit solid Red.
Work Unit Count
In certain call center environments, the customer wishes to report work unit
codes that can be tagged on calls to indicate what type of call it was. In the
Panasonic ACD, these are called Work Units.
A key can be programmed on an Agents phone to provide this capability.
During a conversation, the agent can depress the Work Unit key and enter a
Work Unit Number. These numbers will be reflected in the ACD reports that
can be printed at a later time.
Up to twenty (20) Work Unit codes can be used in the system.
Wrap
An excellent feature of the built-in ACD is the Agents ability to enter into a
Wrap mode after a conversation has been concluded. This mode allows the
