User`s guide

12(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
3.2 AGENT REAL TIME VIEW
This table displays detailed information about agent
real time views. Agent real time views are not
supported by the CCS Basic.
3.3 AGENT GROUP REAL TIME VIEW
Agent groups are only supported by the CCS
Standard. They cannot be set up with the CCS Basic
(Agent Groups are for example day shift, night shift,
newly employed agents, etc.).
4. REPORT SYSTEM
Both systems use the Borland Data Base Engine and
the Crystal Reports. All generated reports can be
shown on the screen, or sent to any Windows
compatible printer, respectively network printer and fax
machine. All Reports can be exported to an extensive
range of standard formats, e.g. Excel, CSV, Lotus
1.2.3, quattro pro, etc.
Longest Wait Time yes no
Histograms for
average queue,
average ring, average
clerical time, average
call time, average
wait, and average
agent
yes no
Information
displayed
CCS
Standard
CCS
Basic
Name yes no
PIN Code yes no
State (including the
colour)
yes no
Time in a state yes no
Connected to (trunk
or ext. number)
yes no
Information on
selected agent
yes no
working on extension
number
yes no
Log on at Time yes no
Log on Time
Duration
yes no
Available Duration yes no
Active Duration yes no
Occupied Duration yes no
Information
displayed
CCS
Standard
CCS
Basic
Current Call
information on
selected agent
yes no
Real Time statistics
on selected agent
yes no
Report Types CCS
Standard
CCS
Basic
Standard yes yes
Summary yes no
Period yes no
Scheduled reports yes no
Report macros
(multiple reports that
can be scheduled)
yes no
ACD group reports yes yes
Agent reports yes yes
Call Code reports yes yes
Agent group reports yes no
Information
displayed
CCS
Standard
CCS
Basic