2.2.2.9 Supervisory Feature (ACD)
Description
By specifying an ACD supervisor for extension users, the ACD supervisor can check and analyse the operating
conditions of an ICD group. This is done by monitoring the current condition of the ICD group, and by collecting
and analysing statistical ACD report information.
Feature Description
ICDG Management–Group
Monitor
The ACD supervisor can monitor the condition of up to 4 ICD
groups on the same screen by specifying monitoring
conditions. Furthermore, the ACD supervisor can manage up
to 64 ICD groups.
ICDG Management–ACD
Report
The ACD supervisor can analyse the monitoring result as
follows:
• Filter: Filters the monitoring result according to Group,
Agent and Call.
• View Report: Displays the filtered monitoring result in a
format that is easy to analyse (graph, file export, or print).
The screen of a user set as an ACD supervisor is displayed as follows. There are 2 modes – Simple
Mode and
Standard Mode – and the displayed information is different depending on the mode.
[Group Monitor Example]
Standard Mode
70 Feature Guide
2.2.2 Incoming Call Distribution Group Features
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