Toshiba Strata DK14 General Description Manual page 496

Automatic Call Distribution
ACD Feature Interaction
Work Unit
Work Unit codes are established by each customer to represent types of call activities that an
Agent may be involved in. These two-digit codes are entered from the Agent's telephone dial pad
during an ACD call. This information is helpful when modifying the distribution of certain types
of calls. See
report. Both reports are daily totals.
00 :0 0
23 :5 9
A ge n t
No .
25 2 2
25 2 2
25 2 2
25 2 2
25 2 2
Figure 50 SMIS Agent Work Unit Report - Daily
00 :00
23 :59
W o r k
To ta l :
Figure 51 SMIS ACD Work Unit Report - Daily
342
Figure 50 for the Agent Work Unit report and
6 /1 0 /9 7
A ge nt Wor k U ni t R eport —Dai l y
6 /1 0 /9 7
Agent Wo rk PEG
Name Unit Cou nt
ROBE RT 07 3
ROBE RT 08 1
ROBE RT 12 4
ROBE RT 88 1
ROBE RT 99 1
1 0
Ag ent Tota l:
2 7
Gr oup Tota l:
2 7
Gr and Tota l:
6/1 0/97
AC D W o r k U n i t R ep o r t — D a i l y
6/1 0/97
A C D Gr o u p: 1
PEG Calls
U n i t C ount H and led
01 1
03 1
07 3
08 1
09 1
11 2
12 5
14 1
15 1
41 1
45 1
50 1
52 2
53 1
55 1
66 1
88 1
99 2
27
Figure 51
AC D Gro up : 1
Cal ls
Handl ed
1
1
1
1
0
4
7
7
0
0
0
0
0
1
2
0
0
0
0
0
2
0
0
0
0
2
7
for the ACD Work Unit
Page 2
1980
Pa g e 1
1989
Strata DK Feature Description 5/99