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576/HD-50-525

DBS 576/HD issued September 2001

OV-1

Overview

ACD & Management Information System

Panasonic's Call Center products are focused on cost-effective solutions that

grow incrementally to meet the changing needs of a business. Whether ACD

Viewer is installed in a stand-alone configuration or in a network

configuration, the real time displays provide information about current Call

Center workload (incoming calls) and resources (ACD Agents). Historical

reports provide essential information used to evaluate trends, performance,

and results.

Figure 1 depicts the DBS576/HD Automatic Call Distribution (ACD) &

Management Information System (MIS).

Содержание DBS 576 Section 300

Страница 1: ...rsion 5 0 issued September 2001 ACD MIS Version 2 52 Issued July 2001 Panasonic a Also supports DBS 576HD Section 525 ACD MIS Reference Manual Automatic Call Distribution ACD Management Information Sy...

Страница 2: ...e this document as needed The software and hardware described in this document may be used or copied only in accordance with the terms of the license pertaining to said software or hardware 2001 by Pa...

Страница 3: ...ptions OV 4 How ACD Can Benefit Customers OV 5 Major ACD Functions OV 6 Agent Features OV 9 Supervisor Features OV 11 Reports OV 16 ACD Standard Specifications OV 17 Chapter 1 System Configuration Bas...

Страница 4: ...ling the MIS Server Software 3 4 Installing the ACD Viewer Software 3 5 Before You Begin 3 5 Steps to Take 3 5 Starting ACD Viewer 3 6 Installing the Agent View Software 3 6 Accessing MIS Server Setti...

Страница 5: ...Manager Overview 6 1 Agent Call Summary Report 6 2 Agent Time Summary Report 6 3 Queue Average Report 6 4 Queue Count Report 6 5 Queue Count Graph Report 6 6 Incoming Call Duration Spectrum Report 6...

Страница 6: ...sued September 2001 576 HD 50 525 Information Displayed 8 1 Priority Text Messages 8 2 Delimiter Messages 8 2 Chapter 9 Exporting Report Data Seagate Crystal Reports 9 1 Microsoft Access 9 2 Chapter 1...

Страница 7: ...of a business Whether ACD Viewer is installed in a stand alone configuration or in a network configuration the real time displays provide information about current Call Center workload incoming calls...

Страница 8: ...that runs on individual Agent PC s Agent View runs on MS Windows 95 Windows 98 or Windows NT ACD Viewer is a client that runs on the Supervisors PC ACD Viewer runs on MS Windows 95 Windows 98 or Windo...

Страница 9: ...m 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 re...

Страница 10: ...Text messages can be sent to the wallboard on a periodic basis or as a one time priority message ACD Configuration Options Panasonic offers several configuration choices depending on your ACD requirem...

Страница 11: ...ustomers and the business can ultimately lose the customer This can cost businesses thousands of dollars in lost business that can never be measured Decreasing Costs always provides a tremendous benef...

Страница 12: ...t importantly the support for the system can be obtained through one phone call as well as maintenance and ongoing changes for your call center Easy Installation This ACD solution is an integrated sol...

Страница 13: ...y of agents groups and the system are tabulated on an hourly daily or weekly basis and can be stored for a period of 14 days MIS Reporting MIS Package For more robust reporting functions the Optional...

Страница 14: ...s of Music Message on hold This is a valuable benefit for using customized recording information for different Groups within the ACD system Multiple Agent Groups Standard ACD Package The built in stan...

Страница 15: ...ailable system will bypass this agent In this case the supervisor will see that the Agent is indeed logged in to the ACD but has is unavailable for some reason In addition the reports will buffer this...

Страница 16: ...Zip Mode If Agents are using headsets a popular application then you will find the Zip Mode useful for answering incoming calls The Zip Mode essentially provides an automatic means for incoming calls...

Страница 17: ...ybe the Agent needs help in managing a particular call These examples are just a few of how this feature can benefit a Supervisor The Supervisor can program a special key for Silent Monitoring By depr...

Страница 18: ...INFO MENU AGENT GROUP 1 AGENT GROUP 2 AGENT GROUP 3 SYSTEM SYSTEM INFO AGENT GROUP 1 TRAFFIC INFO WAITING CALL AGENT STATUS SUPERVISOR MENU SYSTEM INFO MIS REPORT CUSTOMIZE DISP SYS INFO SYSTEM INFO A...

Страница 19: ...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 t...

Страница 20: ...e script Supervisor Editing There may be cases where the Supervisor would like to change the script For example perhaps inclement weather prevented employees from making it to the work destination The...

Страница 21: ...cted to a PC or Printer Through the Large Screen Telephone the Supervisor simply selects the report and depresses the appropriate key to generate that particular report SUPERVISOR MENU SYSTEM INFO MIS...

Страница 22: ...vailable Reports features Table 1 Reporting Features Each report will provide the appropriate information for Total Log in Time Total Unavailable Time Total Talk Time Total Idle Time and Percentage an...

Страница 23: ...er detail later in this manual ACD Standard Specifications ITEM SPECIFICATION Number of Agent Groups 3 Agent ID s per System 64 Number of Agents per System 32 Supervisor ID s per System 6 Voice Ports...

Страница 24: ...OV 18 DBS 576 HD issued September 2001 576 HD 50 525 Overview Section 525 ACD MIS Reference...

Страница 25: ...lly limited to a length of 50 feet For distances greater then 50 feet short haul modems are usually required Communication between the MIS Server application and the ACD Viewer and Agent View clients...

Страница 26: ...the same Host PC The host PC must be running on Windows NT and configured to run TCP IP To start TCP IP a Network Interface card is generally required The Host PC doesn t need to be connected to a LA...

Страница 27: ...ions One RS 232 connection to the DBS 576 or DBS 576HD and one connection to the LAN backbone through TCP IP is required After these two connections are established the client applications communicate...

Страница 28: ...1 4 DBS 576 HD issued September 2001 576 HD 50 525 Chapter 1 System Configuration Section 525 ACD MIS Reference...

Страница 29: ...reports that contain large amounts of data the processing of that data may take several minutes Increasing the processor speed and or increasing RAM improves the host PC s performance and therefore t...

Страница 30: ...meets the following minimum requirements IBM compatible Pentium 100MHz personal computer Windows 95 Windows 98 or Windows NT 16 MB RAM 5 MB available hard drive space for the application CD ROM or acc...

Страница 31: ...to a network CD ROM Network Interface Card Parallel printer port for activation key VGA color monitor Keyboard and mouse Windows graphic accelerator Microsoft Windows NT Workstation software allows te...

Страница 32: ...2001 576 HD 50 525 Chapter 2 System Requirements Section 525 ACD MIS Reference Bindings NetBIOS Interface Wins Client TCP IP NetBEUI Protocol Server Wins Client TCP IP NetBEUI Protocol Workstation Win...

Страница 33: ...onnected to Phone System 1 2 3 or 4 Note Phone System MIS Port bps channel speed 9 600 bps Overview of Steps 1 Ensure that the minimum network settings are set on the Windows NT Host PC 2 On the Windo...

Страница 34: ...r use in ACD Viewer Client Installation Work Group Services Computer Browser NetBIOS Interface RPC Configuration Server Workstation Protocols NetBEUI Protocol TCP IP Protocol Adapter Network Interface...

Страница 35: ...Viewer Report Manager and the MIS Server application Installing the MIS Server Software Before You Begin Prepare the Windows NT Host PC as described in the previous section Preparing the Windows NT H...

Страница 36: ...correct see Note 7 At the end of the installation process you will be prompted to restart the PC While restarting the PC is necessary can install the MIS Server application before rebooting Step 2 In...

Страница 37: ...Host PC using the same Network Login Name and Password as the Client PC No user rights need to be established other then those that are set up automatically during the installation of ACD Viewer Repo...

Страница 38: ...indows NT Host PC log in using an Administrative password 2 Insert the ACD Viewer CD ROM in the CD drive After a few seconds the Panasonic ACD Viewer Report Manager window opens 3 Click Agent View 4 I...

Страница 39: ...trouble shooting There is no need to run the Trace function Viewing or Changing the MIS Server Configuration 1 Click the Windows NT Start button and then select Settings Control Panel 2 Double click o...

Страница 40: ...installing MIS Server 1 Create a short cut on the Desk Top for Control Panel Add Remove Programs ICON 2 Close Control Panel 3 Open the Add Remove Programs short cut 4 Select MIS Server and Add Remove...

Страница 41: ...6 HD 50 525 DBS 576 HD issued September 2001 3 9 Uninstalling the ACD Viewer Software 1 Shut down ACD Viewer 2 Remove the Report mdb from X Program Files SMD ACD Report mdb 3 Open Control Panel Add Re...

Страница 42: ...3 10 DBS 576 HD issued September 2001 576 HD 50 525 Chapter 3 Installation Section 525 ACD MIS Reference...

Страница 43: ...Server software comes with a software protection device that attaches to the printer port of the host PC The MIS Server Software verifies the existence of the software protection device during the st...

Страница 44: ...ance of Agent View that connects to the MIS Server secures a licensed connection If for example someone opened up 3 instances of Agent View on one PC to monitor three 3 different ACD Groups three sepa...

Страница 45: ...armed item background color playing a wave file or flashing the title bar and application button depending on the current display mode of ACD Viewer Information Displayed ACD Viewer displays the follo...

Страница 46: ...roups or a single group Alarms Alarms are set individually for each ACD Group and on each instance of ACD Viewer This enables Managers and Supervisors to implement different alarm thresholds on their...

Страница 47: ...und 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...

Страница 48: ...ble Unavailable and Logged Out Figure 2 8 shows a typical ACD Viewer Group Detail window Figure 2 8 ACD Viewer Group Detail Window The window can be sized to fit more Agents However the number of Agen...

Страница 49: ...port your finished reports to a number of popular spreadsheet and word processor formats HTML format ODBC format and a number of common data interchange formats as well This makes the distribution of...

Страница 50: ...orts For example in many of the daily reports hourly intervals are shown for each day while on the Weekly report daily totals are shown Agent Call Summary Report The Agent Call Summary report provides...

Страница 51: ...an Agent started work Logged In ended work Logged Out and when breaks were taken Unavailable The Agent Time Summary includes the Agents activities by time of day state and duration Four Agent states a...

Страница 52: ...ue Average Report The Queue Average report gives a side by side view of Call Center workload Calls Waiting and Longest Call Waiting and Call Center Resources Agents throughout the day in 15 minute 30...

Страница 53: ...er 2001 6 5 Queue Count Report The Queue Count report provides an at a glance view of an ACD Group s call flow Call flow is presented both incrementally and as totals maximums and averages in each cat...

Страница 54: ...h Report The Queue Count Graph report provides a visual view of an ACD Group s call flow Call flow is presented in a stacked bar graph of Calls Answered Calls Lost and Calls that overflowed which adds...

Страница 55: ...ides Call Duration talk time details Once an ACD Group s average call duration is established this report is used to identify trends A rise in call duration adversely effects Queue holding time see De...

Страница 56: ...port Lost Call Spectrum report provides detailed information regarding when callers disconnected before being answered Knowing when the bulk of disconnects occur enables goals to be set for average sp...

Страница 57: ...Call Spectrum report provides a detailed view of hold times Queue time The Supervisor establishes a delayed call threshold in the Report Manager Only calls that exceed the established Delayed Call th...

Страница 58: ...of all ACD Trunks Trunks may be assigned text names for easy identification When running the Trunk Report a temporary database for the report period is created in the ACD Viewer Report Manager host PC...

Страница 59: ...nit Report A Work Unit stroke counts is a 2 digit code that is entered into the phone by the agent during the call Work Units are a method to categorize the type of calls the Agent is processing The W...

Страница 60: ...Work Unit stroke counts is a 2 digit code that is entered into the phone by the agent during the call Work Units are a method to categorize the type of calls the Agent is processing The Work Unit Agen...

Страница 61: ...nformation where wallboards are ineffective For instance agents are in individual offices cubical walls are too high or the customer doesn t want to display Call Center information in a public area Ag...

Страница 62: ...indow Figure 4 2 Button View Window Usually Button View displays the number of Calls Waiting CW and the duration of the Longest Call Waiting LCW However what is actually displayed on the button depend...

Страница 63: ...128 wallboards Information Displayed By default all items are displayed on the Wallboard However each display item can be turned off separately for each Wallboard Wallboards display the following inf...

Страница 64: ...splays all other messages including ACD information are suspended for the duration of the Priority Message Priority Messages may be sent to one 1 Wallboard or several connected Wallboards Priority Mes...

Страница 65: ...erve as much formatting as the export format allows In a number of tests exporting report data to different formats the data typically exported correctly but the headings came out scrambled For exampl...

Страница 66: ...5 0 Microsoft Excel 3 0 4 0 5 0 7 0 95 and 8 0 97 Lotus 1 2 3 wk1 and wk3 formats Delimited text files Windows ANSI and DOS PC 8 Fixed width text files Windows ANSI and DOS PC 8 HTML and IDC HTX 1 1 i...

Страница 67: ...Add Client for Microsoft Networks to Configuration Start Settings Control Panel Network ICON Configuration TAB ADD Client Microsoft Client for Microsoft Networks Failed to Connect to Server XXXXX 1100...

Страница 68: ...Windows NT Host PC for the MIS Server application ver ify that the MIS Server application is Running Start Settings Control Panel Services MIS Server Status should be Started Failed to Connect to Ser...

Страница 69: ...a member of any group Users Administrators and does not require any other User Rights Invalid Password Password does not match any User Name Password combina tion configured in ACD Viewer Login Names...

Страница 70: ...The user need not be a member of any group Users Administrators and does not require any other User Rights Report Manager is Grayed out on the ACD Viewer File Menu Windows NT MIS Server Host PC Mserve...

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