Section 525 - ACD/MIS Reference
Chapter 5. ACD Viewer
576/HD-50-525
DBS 576/HD issued September 2001
5-3
Supervisor. While in Title-Bar View, the ACD Viewer Title-Bar and
Application Button flash when an alarm condition occurs. Audible alarms
sound over the standard PC speaker or plays a sound wave (.wav) file
through the PC's sound card and speakers.
Title-Bar View
ACD Viewer's Title-Bar View (Figure 2.6) can run unobtrusively in the
background, and Always-On-Top. This enables the Supervisor to work in
other applications (MS Word, MS Excel…) while letting ACD Viewer
monitor the alarm thresholds that the Supervisor has selected. Once an alarm
threshold is exceeded, ACD Viewer alerts the Supervisor by flashing the
title bar and / or playing a sound wave, depending on the current Alarm
settings.
Figure 2.6. Title-Bar View
•
CW - Number of Calls Waiting (Work Load)
•
LCW - Longest Call waiting (Work Load)
•
LOG - Number of Logged-In Agents (Resources)
•
Avail - Number of Available Agents (Resources)
•
Unavail - Number of Unavailable Agents (Resources)
•
Busy - Number of Busy Agents (Resources)
•
Alarm Indications
•
The ACD Group Name
Button View
Button View is the most condensed display format. Button View displays as
an open application that is minimized on the Windows Task-Bar at the
bottom of the screen (like the Windows Start button). Alarms that exceed
preset thresholds will cause the Button to flash, and a sound wave to play if
sound is enabled. Placing the mouse pointer over the Button will display a
Help Bubble that displays the same information as the Title-Bar View as
shown here in Figure 2.7.
Figure 2.7. Button View
CW: 6 LCW: 0:09:30 LOG: 8 Avail: 0 Unavail: 3 Busy: 5 - Tech Support
Help Bubble
Button-View
