KXNCV 200 Production Version 1 00 Panasonic Siew

KX-NCV 200 (Production Version 1. 00) Panasonic Siew Sales (Thailand) Co. , Ltd. แผนกฝกอบรม 2007 1

KX-NCV 200 p 2

1. 1 System Block Configuration (1/1) ACD Report Server (KX-NCV 200) 4 -port DPT Expansion Card LINE UNIT DPT I/F DSP UNIT DSP VPS CPU ACD Report Server Application BOARD Database ACD Report VPS functions Linux(OS) DPT I/F ACD Report Client PC Client Application DSP Database (mdb format) Line× 6 USB 2. 0 DSP CSTA LAN Confidential p 4

NCV 200 Server PC ไมตองม Client PC Yes Graphical User Interface Yes Call Control functions No Function displaying reports แสดงขอมลแบบ กราฟฟก Function exporting reports Yes (PDF, HTML, etc. ) Monitoring function Yes Function logging in to system by Operator Code. Yes Price Low หมายเหต : สามารถรายงานผลออกภายนอกแบบไฟล pdf, html หรอ rtf (Rich Text) แตไมรองรบไฟลแบบ csv Confidential p 5

1. 3 System Connection Diagram (1/2) (1)Processing when system starts up. KX-NCV 200 (ACD Report Server+ VPS) 2. ACD Report Server ตองการ PBX สงขอมล data. 4. ACD Report Server สงขอมลไป ACD Report Client. LAN 3. PBX ขอมลให ACD Report Server. Telephone Company Panasonic 1. ACD Report Client ตองกาให ACD Report Server สงขอมล data. 5. Reports are made and the state is displayed. PBX(KX-TDA 100, 200, 600) Agent-C ACD Report Client PC Login/logout request Agent-B Agent-A Confidential p 6

1. 3 System Connection Diagram (2/2) (2)ขบวนการทำงานเมอมสายเรยกเขา Incoming Call KX-NCV 200 ACD Report Server Database for - Call Log - Agent Activity Built-in ACD CTI I/F Card Client PC (Supervisor) CSTA Data ACD Report / Monitor Data LAN Confidential p 7

1. 4 Product Structure (3/3) n KX-NCV 200 ไมสามารถทำฟงกชน “Login/logout”และ“เปลยน name” และ “เปลยน member of groups. ” n KX-NCV 200 ไมมฟงกชน Function. ” “Hot desk” แตมฟงกชน n KX-NCV 200 ไมมฟงกชน account calculation (คำนวณคาใชจาย Confidential p client “Hot Seating ( 10

1. 5 System Requirements (1/1) (1)Supported PBX Conditions Supported PBX TDA 100/200(V 2. 02 or later), TDA 600(V 2. 03 or later) Connection LAN (จะตองตดตงการด CTI Link (KX-TDA 0410(( (2)The system conditions of ACD Report Client Minimum Items Recommendation CPU Celeron 1. 0 GHz Pentium 4 1. 6 GHz or greater RAM (Memory) 256 MB RAM 512 MB RAM or greater OS Windows 2000 Professional SP 4 Windows XP Home Edition SP 2 Windows XP Professional SP 2 HDD 2 GB hard drive space 5 GB hard drive space VIDEO 1024 x 768 1280 x 1024 Communication port (LAN) 10 Base. T 100 Base. T or greater Confidential p 11

2. 1 ACD Monitor (3/7) (2) Monitoring Features – Agent Status n สามารถดสถานะของ Agent ไดงายดวยแผนภมแบบ View. Tree n Real-time Agent Status Monitor 1) Tree View / Structure (3 levels) ACD System ACD Group (e. g. Customer Centre, Sales …) Agent (e. g. Jones, Dennis, Kim …) 2) Visual Status Display – Agent (by Icon) Icon Status : Ringing-Incoming Call with Caller ID : Busy : Idle : Talking-Incoming Call : Break, Out of Service : Talking-Outgoing Call : Wrap-up : Hold etc. Confidential p 14

2. 1 ACD Monitor (5/7) (4) Monitoring Features – Counters & Timers ตวอยางของ ACD Report Client has the counter individually, so clear counter does not a affect to the other clients. Agent Counters เลอก Agent ใน Tree View จำนวนสายเรยกทงหมดของ A Agent A B ตวอยางของ Agent Timers Busy Time) ชวงเวลาสายไมวาง Idle Time (ชวงเวลารอสายเรยกเขา Break Time(ชวงเวลาพก C B ) and% D C )and% ) and% D Wrap-up(ชวงพกชวคราวกอนรบสายตอไป and% ) Time E สามารถดเวลาทกำลงใชงานของ Call Log Confidential p E Agent และสามารถไปดใน 16

2. 1 ACD Monitor (7/7) (5) Monitoring Features – Alert Function (2/2) สามารถเลอกไฟลเสยงแบบ ได Confidential p Wave 18

2. 1. 1 System Counters ประกอบดวยหวขอตางๆดงน Active Counters Cumulative Counters Peak Counters Current Incoming Calls Total Incoming Calls Peak Incoming Calls Current ACD Calls Incoming ACD Calls Peak Incoming ACD Calls Current Incoming Non ACD Calls Peak Incoming Non ACD Calls Waiting Calls Total Answered Calls Peak Waiting ACD Calls Answered ACD Calls Peak Calls in Queue Waiting ACD Calls in Queue Answered Non ACD Calls Active Answered Calls Lost ACD Calls Current Outgoing Calls Total Abandoned System Calls Log In Agents Outgoing Calls Log Out Agents Lost ACD Calls(%) สายแบบ not answered calls จะถกนบเปน และAbundant Call. Lost Call สามารถทจะนบไดแมไมใชการเรยกมาท ดงนนเปนสายทเรยกไปทสายในโดยตรง ACD incoming call Waiting Calls = Waiting ACD Calls + Waiting Non ACD Calls Waiting Calls = Ringing Calls + Queuing Calls. Confidential p 19

2. 1. 2 Queue Counters ประกอบดวยหวขอตางๆดงน Active Counters Cumulative Counters Peak Counters ACD Calls In Queue Peak ACD Calls In Queued Calls to Overflow destination Lost ACD Queued Calls Abandoned Queued Calls Confidential p 20

2. 1. 3 Group Counters ประกอบดวยหวขอตางๆดงน Active Counters Cumulative Counters Peak Counters Current Incoming ACD Calls Total Incoming ACD Calls Peak Incoming ACD Calls Current Direct ACD Calls Total Redirected ACD Calls (Overflowed) Peak Incoming Direct ACD Calls Current Redirected ACD Calls (Overflowed) Total Redirected ACD Calls (Not Answered) Peak Redirected ACD Calls (Overflowed) Current Redirected ACD Calls (Not Answered) Total Incoming Non ACD Calls Peak Redirected ACD Calls (Not Answered) Incoming Waiting ACD Calls Total Incoming Redirected ACD Calls Peak ACD Calls in Queue Current ACD Queued Calls Not Answered ACD Calls Current Answered ACD Calls Overflowed ACD Calls Outgoing Calls Answered direct ACD Calls Log In Agents Total Lost ACD Calls Log In Agents (Active: Idle) Total ACD Calls lost in Queue Log In Agents (Active: Busy) Total ACD Calls lost by Agents Log In Agents (Active: Wrap-up) Total Abandoned Calls Log In Agents (Break) Not Answered ACD Calls (%) Log Out Agents Overflowed ACD Calls (%) Lost ACD Calls (%) ACD Calls lost in Queue (%) Confidential p หมายเหต : Longest Queue Waiting Time ไมสามารถแสดงผลใน ICD group monitor ได 21

2. 1. 4 Agent Counters (1/2) Agent Counters Active Counters Cumulative Counters Active Timers Total Incoming Calls Agent Log In Time Period Total Incoming ACD Calls Total Incoming Direct ACD Calls Total Incoming Non ACD Calls Total Redirected ACD Calls (Overflowed) Total Redirected ACD Calls (Not Answered) Total Answered Calls Total Answered ACD Calls Total Answered Non ACD Calls Total ACD Calls lost by Agent Abandoned Calls to Agent Outgoing Calls by Agent ACD Calls Not Answered by Agent (%) Total Answered Calls (%) Lost ACD Calls by Agent (%) Confidential p 22

2. 1. 5 Agent Counters (2/2) Cumulative Timers Idle Time Agent Average Hold Time for Incoming Calls Break Time Agent Average Hold Time for ACD Calls Wrap-up Time Agent Average Talk Time for Outgoing Calls Busy Time Agent Average Hold Time for Outgoing Calls Idle Time (%) Agent Longest Waiting Time for ACD Calls Busy Time (%) Agent Longest Talk Time for ACD Calls Wrap-up Time (%) Agent Longest Hold Time for ACD Calls Break Time (%) Agent Longest Talk Time for Outgoing Calls Agent Average Waiting Time for ACD Calls Agent Longest Hold Time for Outgoing Calls Agent Average Talk Time for ACD Calls Confidential p 23

2. 2. 1 Predefined Performance Graph (2/2) (1)Horizontal Bar – Agents Status (2)Vertical Bar – Evolution Agent Confidential p (3)Vertical Bar Percentage Stacked - Instant Agents (4)Vertical Bar Percentage Stacked - Evolution Item 26

2. 3 ACD Reports สามารถรายงานการเกบขอมลการใชงานไดหลายแบบ 2. 3. 1 Trunk Call Report 2. 3. 2 System Report 2. 3. 3 Group Report 2. 3. 4 Agent Report 2. 3. 5 Agent ID based Report Confidential p 28

2. 3. 5 Agent ID based Report แสดงผลตาม รหสประจำตว Agent Confidential p (ID Number) ของ 33

การแสดงขอมลของ Agent จะรวมหวขอดงน ดวย 2. 5 Agent Log - Log in - Log out - Break Time - Idle Time - Busy Time Confidential p 35