Chapter 5. Acd Viewer; Overview; Information Displayed; Main View - Panasonic DBS-576 Reference Manual

Chapter 5. ACD Viewer

Overview

Information Displayed

Main View

576/HD-50-525
ACD Viewer organizes and displays ACD events reported by the DBS 576
or 576HD Management Information System port in an easy to use and
understand format. The Call Center Supervisor receives real-time
information on the status of calls in queue and individual Agents.
ACD Viewer runs in the background on the Supervisor's existing MS
Windows 95, 98, or NT PC. This allows the Supervisor to work in other
applications (MS Word, MS Excel...), while letting ACD Viewer monitor
the alarm thresholds that the Supervisor has selected. Once an alarm
threshold is exceeded, ACD Viewer alerts the Supervisor by changing the
Alarmed item background color, playing a wave file, or flashing the title bar
and application button, depending on the current display mode of ACD
Viewer.
ACD 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/Time
ACD Viewer provides real time Call Center information that Supervisors
need to manage their workload (Incoming Calls) and their resources (ACD
Agents). ACD Supervisors receive information for all active ACD groups in
an easy to read format that includes either current ACD Queue Status and
Agent Status for all ACD Groups or the Queue Status and individual Agent
States for a particular group.
Figure 2.4 shows a sample of ACD Main View.
DBS 576/HD issued September 2001 5-1