Section 525 - ACD/MIS Reference
Overview
576/HD-50-525
DBS 576/HD issued September 2001
OV-3
MIS Server Application
The MIS Sever application has 3 general functions. First, it is responsible
for maintaining communications with the phone system. Secondly, it
receives and organizes real-time data that is broadcast via TCP\IP to ACD
Viewer and Agent View clients. And finally the MIS Server application
collects, sorts and stores call center records for historical reporting.
ACD Viewer
ACD Viewer is for Managers and Supervisors that need "real time"
information to oversee daily operations. An overview of all ACD Groups,
Agents and Alarm statuses are provided in one easy to use display. Another
display provides detailed information about one ACD group including
individual Agent states (ACD Call, Unavailable…) and duration of the
current activity.
Report Manager
Report Manager is a component of ACD Viewer that provides the
Supervisor or Administrator of an ACD group(s) access to statistical and
historical data from their desktop PC. Report Manager enables the
Supervisor to schedule reports that run automatically on a daily, weekly,
monthly, or yearly interval.
To make analysis and manipulation of the data easier, reports are exportable
to other applications (MS Excel™, MS Word™…). Additionally, the
Microsoft DAO™ database can be accessed using tools such as Seagate
Crystal Reports™ or Microsoft's Access™. Dealers or Customers that have
qualified personnel on staff can write custom reports or modify the existing
Seagate Crystal Reports. (See Chapter 3,
Overview
for more details on
exporting data.)
Agent View
Agent View provides an alternative method to deliver critical Call Center
data to front line and management personnel in a small, unobtrusive format
that's easy to understand. Agent View functions as a Software-Wallboard
application. However, Agent View is also used for lead personnel (sub-
Supervisors) and management personnel that wish to monitor ACD
activities but don't require all the detail of ACD Viewer.
Agent View addresses three specific areas. First, Agent View provides more
Call Center information than an Agent's display telephone. Second, the
information is displayed continuously throughout the duration of a call.
