Panasonic KX-TDE200AL - Manual (Page 11)

Counter shows
each status
ACD Monitor
INTELLIGENT CALL REPORTING
11
INTELLIGENT CALL
REPORTING WITH
KX-NCV200 ACD REPORT
SERVER
ACD Report Server is designed to
bring advanced call centre functions
to users of Panasonic KX-TDE Pure
IP-PBX systems. This provides
useful functions such as real-
time monitoring and call centre
performance reports, and agent
log-in.
REAL TIME MONITOR
ACD (Automatic Call Distribution)
Monitoring
Clearly knowing actual operating
performance is vital to optimising
informal call centre management.
The Panasonic ACD Report Server
lets supervisors monitor parameters,
such as the number of active calls,
agent status, queue status and agent/
group performance.
REAL TIME ANALYSIS
The number of incoming/outgoing
calls and accumulated call data
that are monitored by the ACD
Report Client can be viewed in
graph form. The user can also
customise the format and select the
data for producing graphs. These
performance graphs are capable of
changing to reflect changes in the
ongoing status.
The following performance graph
shows: -
1. Status of the ICD Group
2. Status of each agent
BUILT-IN VOICE MAIL
KX-NCV200 also offers useful Voice
Mail function, as it is built on the same
platform as TVM200 - providing a
cost effective call centre reporting-
voicemail solution to small medium
enterprises
LOG REPORT
Panasonic’s informal call centre
solution also provides a reporting
function for the detailed analysis
needed to improve call centre
performance. This function allows
users to create reports on call
information. The following
reports are provided.
Trunk Call Report
Managers obtain call information
on trunks accumulated over a given
period.
System Report
A system report shows a summary
of the whole system accumulated
over a given time.
Group Report
A group report shows a summary of
selected ICD groups. Supervisors can
use it to obtain statistics for each group.
Agent Report
An agent report shows a summary
of selected agents in the informal
call centre. Supervisors can use it to
obtain statistics for each agent and to
allocate resources.
Agent ID based Report
An agent ID based report shows a
summary of selected agents. Agents
are selected by Agent ID. Supervisors
can use the report to obtain statistics
for each agent ID.
Example: Incoming Calls, Waiting Calls in Queue, Lost alls, Total Calls, Answered Calls, Logged-in Agents, etc…
Agent Log
Report
ACD Reports
Performance Graphs