Panasonic is one of the largest product manufacturers in the world, comprised of 473 companies and employing over 260,000 people. We also own one of the world’s largest patent portfolios. And while some may still think of us merely as a consumer electronics company, we are a global provider of comprehensive solutions for businesses as well as consumers — solutions for your home, your work and when you travel. Panasonic Corporation of North America is the principal North American subsidiary of Panasonic.
ACD & Management Information System
Panasonic's Call Center products are focused on cost-effective solutions that
grow incrementally to meet the changing needs of a business. Whether ACD
Viewer is installed in a stand-alone configuration or in a network
configuration, the real time displays provide information about current Call
Center workload (incoming calls) and resources (ACD Agents). Historical
reports provide essential information used to evaluate trends, performance,
and results.
Figure 1 depicts the DBS576/HD Automatic Call Distribution (ACD) & Management Information System (MIS).
MIS Server Application The MIS Sever application has 3 general functions. First, it is responsible for maintaining communications with the phone system. Secondly, it receives and organizes real-time data that is broadcast via TCP\IP to ACD Viewer and Agent View clients. And finally the MIS Server application collects, sorts and stores call center records for historical reporting. ACD Viewer ACD Viewer is for Managers and Supervisors that need "real time" information to oversee daily operations. An overview of all ACD Groups, Agents and Alarm statuses are provided in one easy to use display. Another display provides detailed information about one ACD group including individual Agent states (ACD Call, Unavailable…) and duration of the current activity. Report Manager Report Manager is a component of ACD Viewer that provides the Supervisor or Administrator of an ACD group(s) access to statistical and historical data from their desktop PC. Report Manager enables the Supervisor to schedule reports that run automatically on a daily, weekly, monthly, or yearly interval.
MIS Server Application The MIS Sever application has 3 general functions. First, it is responsible for maintaining communications with the phone system. Secondly, it receives and organizes real-time data that is broadcast via TCP\IP to ACD Viewer and Agent View clients. And finally the MIS Server application collects, sorts and stores call center records for historical reporting. ACD Viewer ACD Viewer is for Managers and Supervisors that need "real time" information to oversee daily operations. An overview of all ACD Groups, Agents and Alarm statuses are provided in one easy to use display. Another display provides detailed information about one ACD group including individual Agent states (ACD Call, Unavailable…) and duration of the current activity. Report Manager Report Manager is a component of ACD Viewer that provides the Supervisor or Administrator of an ACD group(s) access to statistical and historical data from their desktop PC. Report Manager enables the Supervisor to schedule reports that run automatically on a daily, weekly, monthly, or yearly interval.
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