Acd Software Mis (Smis) - Toshiba Strata DK14 General Description Manual

Automatic Call Distribution
ACD Feature Interaction

ACD Software MIS (SMIS)

SMIS was designed for small- to medium-sized ACD systems. It is entirely software-based, and
can be run on an IBM 486 or compatible DOS computer. SMIS requires the Strata DK RKYS3
feature key, PPTC9 adapter, and a TTY interface circuit card (typically an RSIU PCB).
SMIS provides Supervisors with a wide variety of status, statistics, and traffic displays and reports
used to monitor the performance of ACD groups and individual Agents.
hierarchy of SMIS.
Note SMIS requires the DK RKYS3 feature key, PPTC9 adapter, and a TTY interface circuit
card (typically an RSIU PCB).
ACD Report Menu
1 Agent Statistics
2 System Status
3 Agent Performance
4 Supervisor Group
5 ACD Group Overflow
6 EXIT to Reports Menu
Figure 37 SMIS Menu Hierarchy
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Supervisor's Main Menu
1 Display Menu
2 Reports Menu
3 EXIT to Logout
Display Menu
1 Agent Status
2 Agent Statistics
3 System Status
4 ACD Group Traffic Monitor
5 EXIT to Main Menu MAINM
ACD Spectrum Menu
ASTR 1 Delayed Call
SSUR 2 Lost Call
AGPR 3 Incoming Call Duration
SUGR 4 EXIT to Reports Menu
GOFR
RPTSM
Standard on Strata DK424 with ACD
software and MIS port
DISPM
RPTSM
LOGOUT
Reports Menu
ASUD 1 ACD Report Menu
ASTD 2 ACD Spectrum Menu
SSUD 3 Work Unit Report Menu
GTMD 4 EXIT to Main Menu
DCSR
LCSR
ICDR
RPTSM
System Availability
Figure 37 shows the menu
ACDRM
SPECM
WURM
MAINM
Work Unit Report Menu
1 Agent Work Unit AWUR
2 Work Unit WUTR
3 EXIT to Reports Menu RPTSM
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