Supervisor Displays - Toshiba Strata DK14 General Description Manual

SMIS System Configurations
SMIS must be installed on a dedicated 486 PC or above. The PC should have at least 4MB of
RAM memory (16MB recommended), a 3.5 floppy-disk drive, a hard disk (100MB or larger), one
serial and one parallel port, and a color monitor capable of displaying 25 lines of 80 characters
each. For more details about SMIS, refer to the SMIS Supervisor's Guide.

Supervisor Displays

The SMIS provides Supervisors with a wide variety of status, statistics, and traffic displays used to
monitor the performance of ACD Groups and individual Agents.
These real-time displays show the Supervisor what type of work the Agents are involved in; how
efficiently the Group is handling incoming calls; how quickly calls are being answered; and how
many calls were lost. The real-time displays are updated every few seconds.
The Supervisor terminal can use either color or monochrome monitors. Color monitors can be
programmed to display important information in a variety of colors to further emphasize such
things as alert levels that affect ACD Group performance, and current Agent status such as Agent
available, Agent talking, Agent in After Call Work Time mode, and logged out or unavailable.
The following paragraphs describe the available Supervisor screens.
Agent Statistics
Displays the current status of each Agent within the ACD group, plus the accumulative
call-processing information for that period. Included are:
Number of calls waiting
Longest call waiting
Number of calls handled
Average talk time
Average After Call Work Time
Average handling time (talk plus After Call Work Time)
Available time
Number of PBX calls originated and received Name and ID number, ACD group number
Productivity percentages
Auxiliary work (non-ACD) time
The display shows the totals of each Agent's statistics. It also shows group statistics, including the
group-productivity percentage, and warns if the service level of the group is falling below
acceptable levels.
Strata DK Feature Description 5/99
Figure 38 is an example of the display.
Automatic Call Distribution
ACD Feature Interaction
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