Section 525 - ACD/MIS Reference
Overview
576/HD-50-525
DBS 576/HD issued September 2001
OV-13
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Waiting Call
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This screen gives the Supervisor important information
on individual calls that are waiting to be answered in the group. This
information will display the Trunk number of the call, and the length of
time the call has been in a Queue status. A sample is shown below in
Figure 4:
Figure 5. Typical Waiting Call Information
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Agent Status
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In this screen, the Supervisor can see the Agent Group at
a glance to determine how many Agents are Logged-In, Available, Busy
on an ACD call, Busy on a non-ACD call, and how many are Idle.
Further information can be displayed regarding Agent Status such as ID
numbers, extension numbers, and Status. The Supervisor can establish his/
her own preferences on how to visualize the Agent activity. The Panasonic
Supervisor Monitoring provides this flexibility.
Supervisor Call Handling Scripts
Designing and changing scripts is very important for a call center group. In
the case of the Panasonic ACD, the scripting options are flexible, easy to
access, and provide tremendous benefits to the supervisor.
A script is written to determine the best way to handle incoming calls. For
example, you may decide to hunt through the Agent group first for a period
of time, then follow that period with a message. Once the message is
complete, continue hunting playing background music. This type of script
can continue for as long as you determine. Here are a few benefits of the
scripting options for the built-in ACD system:
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Six Different Commands
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The script can utilize six (6) different
commands to design the most effective call handling application. These
SYSTEM INFO
AGENT GROUP 1
TRAFFIC INFO
→
WAITING CALL
→
AGENT STATUS
→
WAITING CALL
AGENT GROUP 1
TRK
TIME
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