acd report

ACD 2000 for WindowsTM

AMS International Limited

1127 Tel: (02)2923-7599 Fax: (02) 2923-8399 Tel: (852)2778-1766 Fax: (852)2776-2513

: http:// www.ams.com.hk

ACD 2000 for Windows 1


1997 (AMS International Limited)

CAS 2000, CAS IP, CAS WEB, PMS 2000, CAS MSPS, ACD 2000, TFC 2000 are all trademarks of AMS International Limited.

() (AMS International Limited) 2000 3 2001 7 2002 8


1.1 ..........................................................................................................................................5 1.2 ACD 2000 ...................................................................................................................5 1.3 ..........................................................................................................................................5 1.4 ..........................................................................................................................................6 1.5 ..........................................................................................................................................6 1.6 .................................................................................................................................7 1.7 ..........................................................................................................................................9 1.8 .............................................................................................................................10

2.1 ACD 2000 for Windows.........................................................................................................12

2.1.1 .......................................................................................................................12 2.1.2 ...................................................................................................................13 2.1.3 .......................................................................................................................13 2.1.4 .......................................................................................................................13 2.1.5 .......................................................................................................................14 2.1.6 .......................................................................................................................14 2.1.7 .......................................................................................................................14 2.1.8 .......................................................................................................................14

3.1 Agent .................................................................................................................................................16 3.2 Route .................................................................................................................................................17

4.1 ..........................................................................................................................................18 4.2 ..................................................................................................................................................20 4.3 PBX...........................................................................................................................................21 4.4 ..........................................................................................................................................22

5.1 ..........................................................................................................................................23

5.1.1 ACD-DN Group Daily Report ()......................................................24 5.1.2 ACD-DN Group Summary Report ()...........................................24 5.1.3 ACD-DN Call Queue Daily Report ()..............................................27 5.1.4 ACD-DN Call Queue Summary Report ()...................................27 5.1.5 Trunk Route 24HR Summary Report (24)..........................30 5.1.6 Trunk Route Summary Report () .................................................30 5.1.7 Position ID Summary Report ()...........................................34 5.1.8 Position ID 24HR Report (24).............................................34 5.1.9 Agent ID Summary Report ()..........................................34 5.1.10 Agent ID 24HR Report (24).........................................34

5.2 ....................................................................................................................38 5.2.1 .......................................................................................................................38 5.2.2 .......................................................................................................................38 5.2.3 ......................................................................................................................39 5.2.4 ...............................................................................................................40 5.2.5 ................................................................................................................................40 5.2.6 MS Excel .......................................................................41


5.3 .................................................................................................................................44 5.4 .................................................................................................................................45 5.5 .................................................................................................................................46

6.1 ..........................................................................................................................................48 6.2 ..........................................................................................................................................50 6.3 ..........................................................................................................................................51 6.4 ..........................................................................................................................................52 6.5 ..........................................................................................................................................53

7.1 .................................................................................................................................54

A ACD 2000..................................................................................................... 55

1.1 ACD 2000 for Windows

:

NORTEL Meridian 1 PBX Microsoft Excel

ACD 2000 for Windows 4 : 1. (Group Report) 2. ACD Call Queue) 3. Routes) 4. (Agent Position)

1.2 ACD 2000 ACD 2000 for Windows, 95 / 98 / XP / 2000 NT4.0 ACD 2000 1.3 RS-232 ACD 2000

Pentium 3.5 200MB 16MB RAM

ACD 2000 for Windows 5 SVGA 800x600 ,

()

1.4 Windows 95/98 NT . 1.5 RS-232 SMDR repeaters boosters

2(RD) 3(TD) 3(TD) 2(RD) 7() 7() 9 25 25 : 25 3 2 Null Modem 25 25 25 RS-232 9 25 9 RS-232

RS-232

ACD


1.6 z 600 x 800 z MM/DD/YY z 95

1. 2.

3. 4.

5.


6. 800 * 600 Small Fonts 7.

1. 2.

3.

4.

5. 6. MM/dd/yy 7.


1.7 ACD 2000 4 A: ACD 2000 C:

1. Windows 95/98 NT Disk 1 A: 2. 3. "" "A:\Setup.exe":

4. "" ACD 2000 for Windows Setup

"Name:" "Company:"

5. "Next" 6. "Choose Destination Location" ACD

2000 "Next" 7. ACD 2000 for Windows


8. "ACD 2000"

1.8

Windows XP/2000/NT "ACD 2000" "REGISTER" CAS2000 Keypro ACD 2000

1. ACD 2000 2.


ACD 2000 for Windows ACD 2000

ACD 2000 for Windows

1. 2. 3. NORTEL

2.1 ACD 2000 for Windows ACD 2000

Agent Trunk Route

ACD. ACD


ACD ACD 2000

2.1.1

1. (&P)... A Printer Setup

2. 3. OK Setup...


ACD 2000 for Windows : 1. 2.

3.

2.1.2 2.1.3 2.1.4 ACD 2000 ACD 32K ACD 2000 for Windows 13

I/O

2.1.5 2.1.6 2.1.7 2.1.8 ACD 2000 for Windows


Agent Trunk Route

() ()


3.1 ACD DN ACD DN ACD DN Define ACD DN Acd DN Record

ACD DN ACD DN DN 3.2 Agent Agent (Position ID) Agent Agent Define Agent Agent


Agent Agent Agent 3.3 Route Route (Route Code) Define Route Route Code Route Code Record

(Route Code) Route Code Route


ACD 2000 for Windows

4.1 ACD 2000 ACD 2000 CAS2000 CAS2000



Define Agent Define Route PBX ACD 2000

4.2 ACD 2000

1 2 3 4 1200 2400 3600 4800 9600 14400 19200 28800 5 6 7 8 8 1 2 Xon/XoffACD 2000 (RTS/CTS) CD(Carrier Detect) DSR(Data Set Ready)None


4.3 PBX PBXPBX

ACD 2000 ACD 2000

16(Starting Code) CDR NEC ACD 2000 16(Terminating Code) CDR 16 0D 0A ACD 2000


4.4 PBX

OS ACD 2000 1000 ACD 2000 PBX 810 12 8 MS Excel 44 54ACD 2000 8 44 () 54 () ACD 2000 for Windows 22

ACD 2000

5.1 ACD 2000

z ACD-DN Group Daily Report () z ACD-DN Group Summary Report () z ACD-DN Call Queue Daily Report () z ACD-DN Call Queue Summary Report () z Trunk Route 24HR Summary Report ( 24) z Trunk Route Summary Report () z Position ID Summary Report () z Position ID 24HR Report (24) z Agent ID Summary Report () z Agent ID 24HR Report (24)

ACD Agent Agent Log-in In-Cal Hold In-Call RLS/NRD NRD In-Call Agent Log-Off

Waiting ACD DCP ACD HDCP ACD DCP ACD PCP Waiting ACD DCP Time Time Time Time Time Time Time


Working Time Manned Time


5.1.1 ACD-DN Group Daily Report () ACD (Queue) 91 3 10 91 3 16 3 10 3 11 3 12 3 13 3 16 ACD-DN Group Daily Report

5.1.2 ACD-DN Group Summary Report () ACD-DN Group Summary Report () ACD-DN Group Daily Report () 91 3 10 91 3 16 3 10 3 16

HEADING

DESCRIPTION

ACD-DN (ACD )

The destination ACD-DN number.

Avg Agts ()

This value represents the average number of agents working on this ACD-DN queue during the time the ACD-DN had at least one agent assigned to it. If the ACD-DN had no agents assigned to it, this value is zero.

Call Answd ()

The number of calls answered by agents of this ACD-DN, including calls which local or network time overflowed or queue-count overflowed into this ACD-DN. This number also includes calls answered as a result of the CCR application Queue To or Give IVR request.

Avg ASA ()

The average time a call waited before being answered.

Avg DCP ( In-Call )

The average time that a caller to this ACD-DN spent on talking after being answered and before the call was released. The time not includes on hold. Total DCP / Calls Answered

Avg HDCP ()

This is the average duration that a caller to this ACD-DN spent on hold after the call was answered and before the call was released Total Hold Time / Calls Answered

Avg PCP ( Not-Ready )

The average time spent by all agents of this ACD-DN in post call processing. This time includes all time an agent had the Not Ready key active and no ACD or DN call was active.

Avg Work ()

This represents tha average duration for all ACD calls to this ACD-DN. The elapsed time starts when each ACD call was answered and ends when each ACD call was released, including the time each ACD call spent on hold and the time spent


in the Not ready state.avgDCP + Avg HDCP + Avg PCP Avg Wait ()

The average time spent by all agents of this ACD-DN waiting for an ACD call, not including time spent on DN calls while waiting.

DN Calls ()

The number of DN calls answered by agnets of this ACD-DN

Avg Time ()

This is the average duration per call that the agents of this ACD-DN spent on incoming DN calls from the time it was answered until was released.

#Xfer IDN ()

The number of DN calls transferred by all agents of this ACD-DN.

#Xfer ACD ( In-Call )

The number of ACD calls transferred from this ACD-DN by the agents.

AVG-TIME-POSN Busy ( )

This represents the total duration for all calls (ACD and DN) to this ACD-DN. This elapsed time starts when each call is answered and ends when each call is released, including the time each call spends on hold and in the Not Ready or Consult state.

AVG-TIME-POSN Manned ()

The total time spent by all agents in manning the ACD-DN. Manned time for an individual agent is accumulated from the time an agent logs in to the time the agent logs out.

Service level threshold value 2040

AMS International Limited : 03/10/00 ACD-DN GROUP DAILY REPORT : 12:47:43 03/03/00 03/03/00 : 1 ACD-DN: 400 Time Avg Calls Avg Avg Avg Avg Avg Avg DN Avg #-Xfer AVG-TIME -POSN Interval Agts Answd ASA DCP HDCP PCP Work Wait Calls Time IDN ACD Busy Manned 00-01 0 0 0 0 0 0 0 0 0 0 0 0 0 0 01-02 0 0 0 0 0 0 0 0 0 0 0 0 0 0 02-03 0 0 0 0 0 0 0 0 0 0 0 0 0 0 03-04 0 0 0 0 0 0 0 0 0 0 0 0 0 0 04-05 0 0 0 0 0 0 0 0 0 0 0 0 0 0 05-06 0 0 0 0 0 0 0 0 0 0 0 0 0 0 06-07 0 0 0 0 0 0 0 0 0 0 0 0 0 0 07-08 0 0 0 0 0 0 0 0 0 0 0 0 0 0 08-09 5 50 156 158 9 124 291 14 19 48 0 2 1422 1483 09-10 12 147 156 161 6 80 247 5 82 65 0 17 2852 2905 10-11 13 141 138 154 9 108 271 14 97 53 2 13 3392 3547 11-12 11 116 71 158 8 132 299 7 68 65 4 21 3112 3172 12-13 7 57 117 121 5 274 400 6 22 98 0 0 1772 1797 13-14 9 88 163 162 8 148 319 2 37 58 0 13 2365 2379 14-15 11 109 80 168 6 102 276 12 51 113 0 11 2480 2480 15-16 12 122 51 164 10 114 289 13 40 107 0 6 2687 2789 16-17 13 105 46 154 7 130 201 12 39 96 2 11 2665 3369 17-18 11 66 40 208 4 179 192 21 38 95 0 8 2153 2267 18-19 0 0 0 0 0 0 0 0 0 0 0 0 0 0 19-20 0 0 0 0 0 0 0 0 0 0 0 0 0 0 20-21 0 0 0 0 0 0 0 0 0 0 0 0 0 0 21-22 0 0 0 0 0 0 0 0 0 0 0 0 0 0 22-23 0 0 0 0 0 0 0 0 0 0 0 0 0 0 23-00 0 0 0 0 0 0 0 0 0 0 0 0 0 0 : 1011 493 8 102



5.1.3 ACD-DN Call Queue Daily Report () ACD ACD 91 3 10 91 3 16 3 10 3 11 3 12 3 13 3 16 ACD-DN Call Queue Daily Report

5.1.4 ACD-DN Call Queue Summary Report () ACD-DN Call Queue Summary Report () ACD-DN Call Queue Daily Report () 91 3 10 91 3 16 3 10 3 16

HEADING

DESCRIPTION

ACD-DN (ACD )

The destination ACD-DN number.

Calls Accpted ()

The number of calls that entered the queue. This number does not include calls that were local or network time overflowed into this ACD-DN. For non-network calls, omit the part of the formula which reads: Num NTOF Calls. This includes calls answered as a result of the CCR application Queeu To or Give IVRrequest. Calls Answer + Calls Abandoned - Num LTOF Calls - Num NTOF Calls

Recall to Source (ACD )

ACD

Answered Longest Wt. Time ()

The longest time a call waited before being answered.

Abandoned No ()

The number of calls which were abandoned by the caller while waiting to be answered by an agent in this ACD-DN. This number includes calls abandoned waiting for IVR play when CCR option is enabled.

Abandoned Avg. Wt ()

The average wait time before a call was abandoned.

TSF ()

The Telephone Service Level represents the percentage of calls, answered and/or abandoned, within the defined service threshold time. This formula produces meaningful results when comparing ACD-DNs which use the same service threshold. This includes calls answered as a result of the CCR application


Queeu To or Give IVR request. TSF = ((Calls Answered + Calls Abandoned) (Num Ans after Thrsh + Num Abd after Thrsh)) x 100 / (Calls Answered + Calls Abandoned)

TOF In TOF Out Over Flow Inter Flow Busy

AMS International Limited : 03/10/00 ACD-DN CALL QUEUE DAILY REPORT : 12:47:43 03/03/00 03/03/00 : 1 ACD-DN: 400 Time Calls Recall Answered Abandoned Tof Tof Over Inter Interval Accpted To Longest No. Avg.Wt. TSF In Out Flow Flow Source Wt. time Busy 00-01 0 0 0 0 0 0 0 0 0 0 01-02 0 0 0 0 0 0 0 0 0 0 02-03 0 0 0 0 0 0 0 0 0 0 03-04 0 0 0 0 0 0 0 0 0 0 04-05 0 0 0 0 0 0 0 0 0 0 05-06 0 0 0 0 0 0 0 0 0 0 06-07 0 0 0 0 0 0 0 0 0 0 07-08 0 0 0 0 0 0 0 0 0 0 08-09 178 0 776 123 61 48 0 0 0 0 09-10 386 0 394 246 55 41 0 0 0 0 10-11 299 0 794 156 58 36 0 0 0 0 11-12 215 0 232 96 42 53 0 0 0 0 12-13 130 0 358 71 71 35 0 0 0 0 13-14 262 0 444 176 77 31 0 0 0 0 14-15 185 0 352 81 62 49 0 0 0 0 15-16 194 0 258 71 42 59 0 0 0 0 16-17 156 0 282 82 43 82 0 0 0 0 17-18 92 0 192 47 41 67 0 0 0 0 18-19 0 0 0 0 0 0 0 0 0 0 19-20 0 0 0 0 0 0 0 0 0 0 20-21 0 0 0 0 0 0 0 0 0 0 21-22 0 0 0 0 0 0 0 0 0 0 22-23 0 0 0 0 0 0 0 0 0 0 23-00 0 0 0 0 0 0 0 0 0 0 : 2097 1149 0 0 0 0



5.1.5 Trunk Route 24HR Report ( 24) 5.1.6 Trunk Route Summary Report () Trunk Route Summary Report () Trunk Route 24HR Report ( 24 ) Trunk Route Summary Report Route Code Trunk Route 24HR Report Route Code 24

HEADING

DESCRIPTION

Route Code ()

The route number

No-of-Trk Work ()

Number of working trunk

No-of-Trk HPR ()

The number of trunk have High Pripority right

Inc Calls ()

The total number of incoming calls.

Inc CCS (/)

The total duration time in CCS of incoming calls.

Out Calls ()

The total number of outgoing calls.

Abandoned Bef-T ( Threshold )

This represents the total number of calls bandoned on this route before te threshold was reached. Calls Abandoned Num Abd After Thrsh

Abandoned Aft-T ( Threshold )

This represents the total number of calls on this route that were abandoned at or after the service level threshold for the source ACD-DN was reached. Calls Abandoned Num Abd Before Thrsh

Answered Bef-T ( Threshold )

This represents the total number of calls on this route that were answered before the service level threshould for the source ACD-DN was reached. Calls Answered Num Ans After Thrsh

Answered Aft-T ( Threshold

This represents the total number of calls on this route that were answered after the service level threshould for the source ACD-DN was reached.


)

Calls Answered Num Ans Before Thrsh

All-Trk-Busy Peg ( All-Trunk-Busy )

This represents the total number of All Trunk Busy periods.

All-Trk-Busy Total ()

This represents the total time this route experienced the All Trunk Busy state.

All-Trk-Busy Long ()

This represents the longest time this route experienced the All Trunk Busy state.

CCS : Number of hundred call seconds () ATB: All Trunk Busy (ATB)

AMS International Limited : 03/10/00

TRUNK ROUTE 24HR REPORT : 12:47:4303/03/00 - 03/03/00 : 1

CO-41

Time No-of-Trk Inc Inc Out Abandoned Answered All trk busy Interval Work Hpr Calls CCS Calls Bef-T Aft-T Bef-T Aft-T Peg Total Long

00-01 0 0 0 0 0 0 0 0 0 0 0 001-02 0 0 0 0 0 0 0 0 0 0 0 002-03 0 0 0 0 0 0 0 0 0 0 0 003-04 0 0 0 0 0 0 0 0 0 0 0 004-05 0 0 0 0 0 0 0 0 0 0 0 005-06 0 0 0 0 0 0 0 0 0 0 0 006-07 20 0 70 42 0 0 0 70 0 0 0 007-08 20 0 19 6 0 0 0 19 0 0 0 008-09 20 0 129 175 0 28 26 48 27 0 0 009-10 20 0 338 552 0 92 39 59 143 80 666 5210-11 20 0 254 479 0 68 26 71 90 132 22 011-12 20 0 136 282 0 16 8 76 40 0 0 012-13 20 0 113 158 0 16 10 63 23 0 0 013-14 20 0 128 226 0 19 12 49 48 0 0 014-15 20 0 141 237 0 18 1 102 21 0 0 015-16 20 0 111 182 0 1 1 107 2 0 0 016-17 20 0 106 190 0 9 3 76 15 0 0 017-18 20 0 92 191 0 17 10 46 20 0 0 018-19 20 0 57 110 0 7 6 31 15 0 0 019-20 20 0 87 134 0 17 10 40 19 0 0 020-21 20 0 42 74 0 2 0 34 7 0 0 021-22 0 0 0 0 0 0 0 0 0 0 0 022-23 0 0 0 0 0 0 0 0 0 0 0 023-00 0 0 0 0 0 0 0 0 0 0 0 0: 300 0 1823 3038 0 310 152 891 470 96 798 52



TRUNK ROUTE SUMMARY REPORT : 12:47:4303/03/00 - 03/03/00 : 1

Route No-of-Trk Inc Inc Out Abandoned Answered All trk busy Code Work Hpr Calls CCS Calls Bef-T Aft-T Bef-T Aft-T Peg Total LongCO-0 390 0 814 1038 1487 0 0 815 0 0 0 0CO-41 300 0 1823 3038 0 310 152 891 470 96 798 74 : 690 0 2637 4076 1487 310 152 1706 470 96 798 74



5.1.7 Position ID 24HR Report (24) 5.1.8 Position ID Summary Report () Position ID Summary Report () Position ID 24HR Report ( 24 ) Position ID Summary Report Position ID Position ID 24HR Report Position ID 24

HEADING

DESCRIPTION

Pos ID ()

Position ID

Calls Answd (ACD )

The number of calls that entered the queue. This number does not include calls that were local or network time overflowed into this ACD-DN. For non-network calls, omit the part of the formula which reads: Num NTOF Calls. This includes calls answered as a result of the CCR application Queeu To or Give IVRrequest. Calls Answer + Calls Abandoned - Num LTOF Calls - Num NTOF Calls

Total DCP (ACD )

This is the total duration of time that the agents spent on talking after call being answered and before the call was released. The time not includes on hold.

Total HDCP (ACD Hold )

This is the total duration experienced by this agent to this ACD-DN while on hold during their calls.

Total PCP ( Not Ready )

This represents the total duration of time that this agent of this ACD-DN spent in the Not Ready state.

Total Wait ()

This is the total duration experienced by this agents of this ACD-DN while waiting for their next call.

DN Inc ()

The number of incoming DN calls answered by this ACD-DNs agents.

Inc Time ()

This represents the total duration for all incoming DN calls to this agent. This slapsed time starts when each call was answered and ends when each call was released, including the time each call spent on hold.

DN Out ()

The number of outgoing DN calls made by this ACD-DNs agents.

Out Time This represents the total duration for all outgoing DN calls from this agent. This


()

elapsed time starts when each call was answered and ends when each call was released, including the time each call spent on hold.

#-Xfer IDN (/)

The number of DN calls transferred by agents of this ACD-DN.

#-Xfer ACD (ACD In-Call /)

The number of ACD calls transferred from this ACD-DN by the agents.

Busy Time ()

This represents the total duration for all calls (ACD and DN) to this agent. This elapsed time starts when each call is answered and ends when each call is released, including the time each call spends on hold and in the Not Ready or Consult state, but not waiting time.

Manned Time ()

The total time spent by this agents in manning the ACD-DN. Manned time for an individual agent is accumulated from the time an agent logs in to the time the agent logs out.

Q/Agt ID Log-In

: 06/18/06 POSITION ID 24HR REPORT : 10:41:36 05/08/06 - 05/08/06 : 1 5502

Hr Calls Total Total Total Total DN Inc DN Out #-Xfer Manned Answd DCP HDCP PCP Wait Inc Time Out Time IDN ACD Time

00-01 0 0 0 0 0 0 0 0 0 0 0 001-02 0 0 0 0 0 0 0 0 0 0 0 002-03 0 0 0 0 0 0 0 0 0 0 0 003-04 0 0 0 0 0 0 0 0 0 0 0 004-05 0 0 0 0 0 0 0 0 0 0 0 005-06 0 0 0 0 0 0 0 0 0 0 0 006-07 0 0 0 0 0 0 0 0 0 0 0 007-08 0 0 0 0 0 0 0 0 0 0 0 008-09 2 78 22 178 1066 0 0 0 22 0 1 134409-10 5 774 0 2390 434 0 0 0 0 0 0 360010-11 5 746 22 2782 48 0 0 0 22 0 1 360011-12 9 842 0 2562 194 0 0 0 0 0 0 360012-13 7 954 20 2166 456 0 0 0 20 0 1 360013-14 1 138 0 1434 234 0 0 0 0 0 0 180414-15 2 180 0 1332 208 0 0 0 0 0 0 172215-16 6 864 0 1672 1062 0 0 0 0 0 0 360016-17 3 828 0 1818 952 0 0 0 0 0 0 360017-18 1 344 0 1178 286 0 0 0 0 0 0 180818-19 0 0 0 0 0 0 0 0 0 0 0 019-20 0 0 0 0 0 0 0 0 0 0 0 020-21 0 0 0 0 0 0 0 0 0 0 0 021-22 0 0 0 0 0 0 0 0 0 0 0 022-23 0 0 0 0 0 0 0 0 0 0 0 023-00 0 0 0 0 0 0 0 0 0 0 0 0: 41 5748 64 17512 4940 0 0 0 64 0 3 28278



POSITION ID SUMMARY REPORT : 12:47:4303/03/00 - 03/03/00 : 1

Group Name: Credit Card(ID) Pos Calls Total Total Total Total DN Inc DN Out #-Xfer Manned AgtidID Answd DCP HDCP PCP Wait Inc Time Out Time IDN ACD Time Q / P4800 54 11566 312 17882 1200 3 692 21 2344 0 5 33872 10314801 5 852 108 558 8 0 0 0 60 0 3 1528 -4802 63 6762 454 5090 4410 1 194 6 1076 0 9 19558 10254803 82 16738 812 4512 3368 3 1094 17 1632 0 10 27984 -4804 0 0 0 26 0 0 0 1 96 0 0 122 -4805 168 20876 1096 4282 7540 24 2272 24 2094 1 20 37516 12274806 51 15848 946 9678 1892 0 0 16 740 0 0 29266 -4809 14 2032 52 4808 984 0 0 2 56 0 0 7936 06304810 69 8900 204 19622 2234 4 530 30 1658 2 7 33100 09144811 28 3934 6 25808 280 0 0 40 3126 0 0 33232 09134812 57 10134 430 2506 5034 5 278 61 3616 0 1 22042 -4814 38 8038 220 2948 958 0 0 4 54 0 3 12190 -4815 27 7144 386 13232 1348 4 392 53 7076 0 4 29348 -4816 40 5004 212 12096 3036 7 750 30 2730 0 0 23844 06234819 76 11072 212 12424 3570 6 1026 31 2770 0 5 31072 -4821 101 18212 892 8214 2986 0 0 25 2154 0 14 32332 -4826 114 17512 280 6326 3946 0 0 34 2604 0 8 30846 -4850 95 11984 270 9166 5362 4 1876 74 7854 0 1 36520 -4851 78 16000 348 2358 5088 2 456 45 4738 0 1 29590 -4852 72 8702 276 13158 2178 3 44 35 3692 1 7 28588 -4853 34 5588 360 5740 1366 1 38 26 1926 0 6 15670 -

1266 206898 7876 180434 56788 67 9642 575 52096 4 104 516156 -


: 05/18/06 AGENT ID 24HR REPORT : 17:44:01 05/08/06 - 05/08/06 : 1

5504 -

Hr Calls Total Total Total Total DN Inc DN Out #-Xfer Manned Answd DCP HDCP PCP Wait Inc Time Out Time IDN ACD Time

00-01 0 0 0 0 0 0 0 0 0 0 0 001-02 0 0 0 0 0 0 0 0 0 0 0 002-03 0 0 0 0 0 0 0 0 0 0 0 003-04 0 0 0 0 0 0 0 0 0 0 0 004-05 0 0 0 0 0 0 0 0 0 0 0 005-06 0 0 0 0 0 0 0 0 0 0 0 006-07 0 0 0 0 0 0 0 0 0 0 0 007-08 0 0 0 0 0 0 0 0 0 0 0 008-09 1 144 0 196 1308 0 0 0 0 0 0 165009-10 8 1138 214 816 1118 0 0 6 396 0 2 360010-11 11 1756 22 1470 292 0 0 4 76 0 0 360011-12 8 926 74 716 254 0 0 2 64 0 1 197212-13 3 332 104 256 374 0 0 1 308 0 2 128813-14 8 1030 50 1678 840 0 0 0 50 0 1 360014-15 13 2152 168 912 366 0 0 0 96 0 2 360015-16 7 674 0 1938 566 0 0 2 420 0 0 360016-17 8 1286 102 238 1942 0 0 1 132 0 2 360017-18 2 258 0 416 1186 0 0 0 0 0 0 186018-19 0 0 0 0 0 0 0 0 0 0 0 019-20 0 0 0 0 0 0 0 0 0 0 0 020-21 0 0 0 0 0 0 0 0 0 0 0 021-22 0 0 0 0 0 0 0 0 0 0 0 022-23 0 0 0 0 0 0 0 0 0 0 0 023-00 0 0 0 0 0 0 0 0 0 0 0 0: 69 9696 734 8636 8246 0 0 16 1542 0 10 28370



AGENT ID SUMMARY REPORT : 12:47:4303/03/00 - 03/03/00 : 1

Group Name: Credit Card(ID) Agtid Calls Total Total Total Total DN Inc DN Out #-Xfer Manned PosQ / P Answd DCP HDCP PCP Wait Inc Time Out Time IDN ACD Time ID 4800 54 11566 312 17882 1200 3 692 21 2344 0 5 33872 10314801 5 852 108 558 8 0 0 0 60 0 3 1528 -4802 63 6762 454 5090 4410 1 194 6 1076 0 9 19558 10254803 82 16738 812 4512 3368 3 1094 17 1632 0 10 27984 -4804 0 0 0 26 0 0 0 1 96 0 0 122 -4805 168 20876 1096 4282 7540 24 2272 24 2094 1 20 37516 12274806 51 15848 946 9678 1892 0 0 16 740 0 0 29266 -4809 14 2032 52 4808 984 0 0 2 56 0 0 7936 06304810 69 8900 204 19622 2234 4 530 30 1658 2 7 33100 09144811 28 3934 6 25808 280 0 0 40 3126 0 0 33232 09134812 57 10134 430 2506 5034 5 278 61 3616 0 1 22042 -4814 38 8038 220 2948 958 0 0 4 54 0 3 12190 -4815 27 7144 386 13232 1348 4 392 53 7076 0 4 29348 -4816 40 5004 212 12096 3036 7 750 30 2730 0 0 23844 06234819 76 11072 212 12424 3570 6 1026 31 2770 0 5 31072 -4821 101 18212 892 8214 2986 0 0 25 2154 0 14 32332 -4826 114 17512 280 6326 3946 0 0 34 2604 0 8 30846 -4850 95 11984 270 9166 5362 4 1876 74 7854 0 1 36520 -4851 78 16000 348 2358 5088 2 456 45 4738 0 1 29590 -4852 72 8702 276 13158 2178 3 44 35 3692 1 7 28588 -4853 34 5588 360 5740 1366 1 38 26 1926 0 6 15670 - 1266 206898 7876 180434 56788 67 9642 575 52096 4 104 516156 -


5.2

Microsoft Excel

5.2.1

5.2.2


Route Position IDAgent ID 5.2.3 5.2.3

Route Code Route Code Route Code Position ID Position ID Agent ID Agent ID


5.2.4

5.2.5


5.2.6 Microsoft Excel Microsoft Excel Microsoft Excel Microsoft Excel

Trunk Route Hourly Summary Report THRSYYMM.RPT Trunk Route Summary Report TNKSYYMM.RPT Position ID Summary Report POSTYYMM.RPT Agent ID Summary Report AGSTYYMM.RPT \ACD_2000\REPORT

YY MM Microsoft Excel Microsoft Excel


- 3 2 Tab

- 3 3


Microsoft Excel Microsoft Excel 44 54 4.5 Microsoft Excel

Microsoft Excel 16,384 Editor

16,384 Microsoft Excel


5.3


5.4


5.5 ACD 2000


ACD 2000 ACD 2000

6.1 1. 2. CDR DTYYYY MM.TXT ACD 2000 DTYYYYMM.DB YYYY MM

1.



2. 19976 dt199706.db

3. 4.

A B ACD 2000 1.44 Mb

6.2

1.

2. 1999

7 dt199907.zip 3.


6.3 1. ACD 2000

ACD 2000 2.

1.

2. 3. 4.


6.4 TEXT

1.

2. 3. Text

Trunk Route tr.txt Agent Position ap.txt rep_user.txt schprint.txt sch_rec.txt security.txt


6.5 (Index)

1.

2. 3.


7.1 ACD TEXT dt199706.txtACD

1.

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3. 19976 dt199706.txt

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A. ACD 2000

ACD_2000.INI \ACD_2000 ACD 2000 system settings DTyyyymm.TXT \ACD_2000\DB ACD raw data ERyyyymm.TXT \ACD_2000\DB Error log file SYyyyymm.TXT \ACD_2000\DB System log file TR.TXT N/A A text file, contains the trunk route data AP.TXT N/A A text file, contains the position id data SCHPRINT.TXT N/A A text file, contains the scheduling print definitionSCH_REC.TXT N/A A text file, contains the detail scheduling record SECURITY.TXT N/A A text file, contains the user login and password

data

1.1 :2.1 ACD 2000 for WindowsACD 2000 2.1.1 2.1.5 4.1 4.2 5.1 5.1.1 ACD-DN Group Daily Report ()5.1.2 ACD-DN Group Summary Report ()5.1.3 ACD-DN Call Queue Daily Report ()5.1.4 ACD-DN Call Queue Summary Report ()Calls Answer + Calls Abandoned - Num LTOF Calls - Num NTOF C

5.1.5 Trunk Route 24HR Report ( 24)5.1.7 Position ID 24HR Report (24)Calls Answer + Calls Abandoned - Num LTOF Calls - Num NTOF C

6.1

acd report

Documents