Panasonic KX-NSX2000, Operating Manual

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Note
If you select Hour , specify the time range (0:00–23:59) in Range .
2.
On the Agent—Filter Settings—Select Agent screen, set the groups to analyse as follows:
a.
Click Select .
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.
The filtered data is shown as follows:
Agent Total Answer The number of calls that the target
agent answers.
Talk Time Total The total talking time for the target
agent. (HH:MM:SS)
Average The average talking time for the
target agent. (HH:MM:SS)
Max. The longest talking time for the
target agent. (HH:MM:SS)
Login Time The total login time for the target
agent. (HH:MM:SS)
Not-ready Time The total not-ready time for the
target agent. (HH:MM:SS)
Wrap-upTime The total wrap-up time for the
target agent. (HH:MM:SS)
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)
4.1.3 Supervisory Monitor (ACD) Control
Operating Manual 285