User`s guide

11(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
FEATURE COMPARISON OF
CCS Standard with CCS Basic
General
This chapter shall give an overview about the features
supported by CCS Standard and by CCS Basic, to en-
able technicians to point out the differences.
1. MENU STRUCTURE
The menu structure is the same for both, CCS
Standard and CCS Basic. Both applications have the
same framework window.
2. USER TYPES AND USER PERMISSION
User types and user permission work in the same way
for the Standard and for the Basic. There are two
levels of users, the normal user and the system user.
Any amount of normal users can be configured, but
only one system user. The amount of access to
information can be restricted and therefore is different
for normal users.
3. REAL-TIME VIEWS
3.1 ACD GROUP REAL-TIME VIEW
This table displays detailed information about all ACD
group real-time views.
Information
displayed
CCS
Standard
CCS
Basic
Maximum Queue Size yes yes
Current Number of
Calls in Queue
yes yes
Longest Call in Queue yes yes
Expected Delay yes yes
Number of Active
Agents
yes yes
Calls Offered yes yes
calls answered yes yes
Service Level
Percentage
yes yes
Service Level Trend
Graph
yes yes
Agent Performance
Trend Graph for
average answer,
average talk, average
clerical time of the
selected ACD Group
no yes
Average Time to
Answer
yes yes
Average Talk Time yes yes
Average Clerical
Times
yes yes
Average Queue Time yes no
Available Agents yes no
Agents in ring yes no
Agents in clerical yes no
Occupied agents yes no
Average Wait to
Answer
yes no
Average Wait to
Abandon
yes no
Calls abandoned yes no
Calls overflowed out yes no
Calls Transferred in yes no
Calls Rejected yes no
Average Queue
Length
yes no
Calls Overflowed in yes no
Information
displayed
CCS
Standard
CCS
Basic