Panasonic DBS-576 Reference Manual

Also see for DBS 576 Section 300: User guide Technical manual Technical manual Technical manual User guide

Contents

Panasonic DBS-576 Reference Manual Manual pdf 45 page image

576/HD-50-525 DBS 576/HD issued September 2001 5-1Chapter 5. ACD ViewerOverviewACD Viewer organizes and displays ACD events reported by the DBS 576or 576HD Management Information System port in an easy to use andunderstand format. The Call Center Supervisor receives real-timeinformation on the status of calls in queue and individual Agents.ACD Viewer runs in the background on the Supervisor's existing MSWindows 95, 98, or NT PC. This allows the Supervisor to work in otherapplications (MS Word, MS Excel…), while letting ACD Viewer monitorthe alarm thresholds that the Supervisor has selected. Once an alarmthreshold is exceeded, ACD Viewer alerts the Supervisor by changing theAlarmed item background color, playing a wave file, or flashing the title barand application button, depending on the current display mode of ACDViewer.Information DisplayedACD Viewer displays the following information for each ACD group:• Number of calls in queue (Calls Waiting)• Longest Call Waiting (LCW)• Number of Agents: Logged-In, Available, Unavailable, and Busy• Individual Agent Status and Status duration• Alarm Conditions• Phone System Date/TimeMain ViewACD Viewer provides real time Call Center information that Supervisorsneed to manage their workload (Incoming Calls) and their resources (ACDAgents). ACD Supervisors receive information for all active ACD groups inan easy to read format that includes either current ACD Queue Status andAgent Status for all ACD Groups or the Queue Status and individual AgentStates for a particular group.Figure 2.4 shows a sample of ACD Main View.