Panasonic KX-NS300, User Manual

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b.
Click the agent name you want to analyse from the displayed agent names on Available Agent for
ACD Report window.
c.
Click ==> to move the agent you selected in step b. to the Selected Agent for ACD Report window.
(Maximum 128 agents)
To delete an agent from the
Selected Agent for ACD Report window, click the agent name, and then
click <== .
d.
Click OK .
3.
Select the target time period for the ACD report on Agent—Filter Settings—Select Period .
4.
To show the report on an agent basis, perform the following steps:
a.
Click View Report .
The ACD Report - Agent Report screen is displayed.
b.
The results report can be output in one of the following 3 ways:
•
Graph : Click Graph , open the ACD Report - Agent Graph screen, and display the graph of the
report. Click Print to print the graph.
•
Export : Click Export , and save the report file.
•
Print : Click Print to print the report.
c.
Click Close .
For Call
1.
On the Call—Filter Settings—Select Group screen, set the group to analyse as follows:
a.
Click Select .
b.
Click the ICD group name you want to analyse from the ICD group names displayed on the Available
Group for ACD Report window. (Maximum 64 groups displayed)
c.
Click ==> to move the ICD group you selected in step b. to the Selected Group for ACD Report
window. (Maximum 64 groups)
To delete an ICD group from the
Selected Group for ACD Report window, click the ICD group name,
and then click <== .
d.
Click OK .
2.
Select the target time period for the ACD report on Call—Filter Settings—Select Period .
3.
Select the target for an ACD report from the following, and then configure the filter settings on the
Call—Call Filter Mode screen.
•
Caller ID/CLIP Filter : You can filter by Caller ID or CLIP.
a.
Click Caller ID/CLIP Filter .
b.
Enter the caller ID or CLIP as the target to analyse (maximum 10).
•
Talk/Wait Duration Filter : You can filter by continuous talk time or wait time.
a.
Click Talk/Wait Duration Filter .
b.
Select Talk Time or Wait Time from the Mode drop-down list.
c.
Set the target time range to filter.
To set the minimum time duration, click
Min. , and set the time (0:00–23:59).
To set the maximum time duration, click Max. , and set the time (0:00–23:59).
•
Lost Call Filter : You can filter by lost calls.
a.
Click Lost Call Filter .
4.
To show the report on a group basis, perform the following steps:
a.
Click View Report .
The ACD Report - Call Report screen is displayed.
b.
The results report can be output in one of the following 2 ways:
•
Export : Click Export , and save the report file.
•
Print : Click Print to print the report.
c.
Click Close .
User Manual 357
4.1.3 Supervisory Monitor (ACD) Control