NEC SV8500, Programming Manual

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S-91A SPLITS - ACD
Tally Code Required
When per-call tally is enabled an agent is required to enter a tally code for each ACD call received before a new call
will be assigned. The tally code may be entered either during the call or during the wrap up mode.
Work Mode Restriction
The ability for agents to selectively enter the work mode can be restricted. In such an environment agents will nor-
mally be forced to take one incoming call after another or enter the break mode.
Work Mode Timeout
The amount of time allocated for after call work mode wrap up can be set for each split. At the conclusion of that
time period the agent will be automatically placed in the ready mode in order to receive a new incoming ACD call.
By properly assigning these features each split can customize the method of operation to suit the needs of the agents
and clients. Additionally, it may be advantageous for an agent to be a member of multiple splits at one time. Please
refer to “MULTI-SPLIT AGENT-ACD [M-90A]” for additional information.
The Supervisor Concept
The concept of a supervisor or a supervisor position has no formal definition within this ACD. Some of the tradi-
tional ideas of a supervisor are described below and in all cases these features or attributes may be applied to any
agent or agent position.
Can utilize the Performance Appraisal/Silent Monitor feature.
This feature is activated through the use of the
MON/BARGE
key and is available to any agent position equipped
with such a key. It is not hard to imagine an environment where a senior agent may be responsible for doing some
of the performance appraisals but not be considered the “Supervisor”. Every position may be equipped with a
MON/
BARGE key.
Has access to the Real-time and Historical Report MIS Information.
This capability is provided by external computer (PC) equipment. It is a management decision that determines who
will be provided with such computer equipment. We would expect most “Supervisors” to have access but certainly
other individuals may have a need for such information as well.
SERVICE CONDITIONS
Every position in the ACD may be a member of the same split.
PROGRAMMING
Refer to Section 2.3 in CHAPTER 4 “Split Data Assignment”.