User`s guide

13(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
Reports CCS Standard CCS Basic
Agent Reports Standard Summary Period
Agent ACD Activity yes yes no no
Agent ACD Queue Performance yes no no no
Agent Call Code Activity yes yes no yes
Agent Completed Call Details yes no no yes
Agent abandoned call no no no yes
Agent Log on activity yes no no no
Agent Performance yes no no no
Group Reports
ACD Queue Abandoned Call yes yes no no
ACD Queue Agent Activity yes yes no no
ACD Queue Agent Performance yes no no no
ACD Queue Agent Log on activity yes no no no
ACD Queue Call Breakdown yes yes no no
ACD Queue Call Code Activity yes yes no no
ACD Queue Call Handling yes yes no no
ACD Queue Call Wait yes yes no no
ACD Queue Calls Answered yes yes no no
ACD Queue Short Calls yes yes no no
Agent ACD Queue Activity (by agent group) yes yes no no
Agent ACD Queue Performance (by agent group) yes no no no
Agent Call Code Activity (by Agent Group) yes yes no no
Agent Group ACD Queue Activity yes yes no no
Agent Group ACD queue Performance yes yes no no
Agent Performance (by Agent Group) yes no no no
Agent Log on Activity (by Agent Group) yes no no no
ACD Group Reports
ACD Group Abandoned Call yes yes yes yes
ACD Group Agent Activity yes yes no no
ACD Group Agent Log on Activity yes no no no
ACD Group Agent Performance yes no no no
ACD Group Call Breakdown yes yes yes no
ACD Group Call Code Activity yes yes no no
ACD Group Call Handling yes yes yes no
ACD Group Call Wait yes yes yes no
ACD Group Calls Answered yes yes yes yes
ACD Group Short Calls yes yes yes no
ACD Group Trunk Utilisation yes no no no