User`s guide

2(21)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 E
108/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
CALL CENTRE SUPERVISOR
Standard Edition
General
Call Centre Supervisor Standard (CCS Standard) is an
advanced monitoring and statistics processing pro-
gram for ACD-applications in ASB150 02. The pro-
gram is PC/WINDOWS-based and works in real-time,
which means that the ACD-status information is con-
tinuously updated. Thus updated information concern-
ing traffic in an ACD-system is always available and it
is possible to act immediately if so required.
The PBX sends information via a serial interface
(V.24/RS232C). The program presents, processes and
stores the information. Statistics are transferred after
each call to the PC's disk memory for updating the ar-
chives. Monthly database information can be trans-
ferred to Back-up in order to unburden disk storage.
This data can later be restored to provide historic re-
ports.
Data reports as ASCII files are available for post
processing purposes. It is possible to export the infor-
mation in different formats (ASCII, Winword, Excel, Lo-
tus, etc.).
Available versions of the CCS Standard Edition:
CCS Standard V1.x designed for Windows 3.11
for Workgroups
CCS Standard V2.x designed for Windows 95
CCS Standard V2.x can also run under Windows 3.11
if the specific hardware requirements are fulfiled.
The following description is applicable for both
versions - CCS Standard V1.x and CCS Standard V2.x
as well. CCS Standard V2.x is based on the same
functionality as V1.x. Some new improvements were
implemented. The new features of CCS Standard V2.x
are described under "New features in CCS Standard
V2.x".
Generally speaking the functions of the program can
be divided into three main sectors:
• Real-time presentation
• Real-time statistics
• Report generation
Real-time presentation
The presentation of real-time status information on the
PC screen is provided in different windows.
The program uses the following collective designa-
tions:
• ACD-Group = Agents who have logged onto a
certain queue
• ACD-agent group = An arbitrary group of agents
that can be formed and used for presentation
and statistics
The agent group has no equivalent in the ASB 150 02
system, it exists only in the CCS Standard program.
Real-time status for each individual group is presented
in graphic form on the display as a multicoloured histo-
gram. Each colour represents a stated status position.
In each histogram a digit is also presented that states
the number of agents who are in the indicated status.
The following status information is presented:
• Available
• Queue
• Ring
• Talk
• Clerical
• Occupied
For agent groups the status is provided in the
corresponding manner although with other information.
Detailed information can be fetched from group level
all the way down to agent level or trunk level, depend-
ing on which window is used.
Detailed information that is supplied for different
groups:
• Agent's name -> ACD- and Agent-groups
• Time of current status -> ACD- and Agent-
groups
• Extension number -> ACD- and Agent-groups
• Trunk number -> ACD- and Agent-groups