1. Click the Select button.
2. Click an ICD group from those displayed in the Available Group for ACD Report window to select it. Up
to 64 groups can be selected.
3. Click ==> to move the selected ICD groups to the Selected Group for ACD Report window.
4. To remove ICD groups from the Selected Group for ACD Report window, click a group to select it and
click <==.
5. Click OK.
Maintenance Console Location
8.4.2 Users—ICDG Management—ACD Report
Feature Manual References
10.1.8 ICD Group Features—Supervisory Feature (ACD)
Group—Filter Settings—Select Period
Specifies the target period for the report.
Default
Yesterday
Value Range
Yesterday, Last Week, Last Month, Today, This Week, This Month, Custom Period
*1
*1
If Custom Period is selected, set Start Date/Start Time/End Date/End Time also.
Maintenance Console Location
8.4.2 Users—ICDG Management—ACD Report
Feature Manual References
10.1.8 ICD Group Features—Supervisory Feature
(ACD)
Agent
Agent—View Report
To display a report according to agents, follow the procedure below. This feature requires the
Call Center
Feature Enhancement activation key or the Built-in ACD report activation key. If this activation key is not
installed, the View Report button is grayed out.
1. Enter the report output conditions and click the View Report button.
2. The ACD Report - Agent Report screen is displayed. To confirm the selected agents, click View. The list
of selected agents is displayed.
3. Results for the following items are displayed.
Item Description
Total Answer
Total Answer The number of calls that the target agent answers.
Talk Time
Document Version 2016-03 PC Programming Manual 195
8.4.2 Users—ICDG Management—ACD Report
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