ESI IVX X-Class User's Guide download pdf (Page 21)

IVX X-Class Administrator’s Manual Function 3: Extension programming

C.5

Function 33: Department programming

Function 332: VIP ACD parameters

This function establishes settings to be used for VIP ACD. It covers programming for the database

owner, the real-time display clearing, and the service level.

Note: See also the VIP ACD Supervisor Setup and User’s Guide (ESI # 0450-0986).

Function 3321: Assign database owner

Enter the extension that will be the VIP ACD database owner (the VIP ACD Supervisor extension that

collects and stores ACD events in the ACD event database). Only one extension is needed, regardless

of the number of ACD departments in the system.

Important: This extension must keep its VIP ACD Supervisor application running at all times, in order to

collect event records that will be stored in the ACD event database.

Function 3322: Manual real-time display clearing

Enter the number of the department whose real-time statistics are to be cleared.

Clearing the real-time statistics resets the counters in the VIP ACD Supervisor Department Details

(real-time statistics) display to zero, so new statistics can be calculated until the display is manually or

automatically cleared again.

Function 3323: Automatic real-time display clearing

At a programmed time, this function clears the real-time statistics, which automatically resets the count-

ers in the VIP ACD Supervisor Department Details (real-time statistics) display to zero. Only one

clearing time can be set per department.

1. Enter the department number.

2. Select ENABLED or DISABLED.

Default: DISABLED.

3. Enter the time (in 24-hour format) when the department’s real-time statistics are to be cleared.

Range: 00:00–23:59. Default: 00:00.

Function 3324: Service level

This function sets the threshold time, in minutes and seconds, by which service level is determined

for the VIP ACD Supervisor Department Details display. The service level is calculated by dividing the

number of calls answered within the threshold by the last 30 calls presented to the queue. (The number

of calls used to make this calculation — 30 — is rolling and can’t be adjusted.)

Example: The threshold time is set to 02:00 (two minutes, zero seconds; that’s the default). Thus, each call

must be answered within two minutes from the time it goes to the department. If 30 calls are pre-

sented and the department agents answer 20 of them within each call’s two-minute threshold

time, the service level is 67% (20 ÷ 30 = 0.6667). This percentage will appear in the supervisor’s

Department Details display.

Range: 00:00–16:00 (zero to 16 minutes). Default: 02:00.

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