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CBC Overview

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Create Charts

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Key Performance Indicators

Start CBC

Trunk Utilization Graph

Zooming into Charts

phone system maintenance / repairs



Creating Charts

  1. Initially CBC starts with four blank chart areas.

  2. Click or right-click on the chart area and select New Chart. This starts the Display Setup Wizard.

  3. Click the quadrant in which you want the chart to appear and click Next>.

  4. Select the chart type from 2D line, 2D bar, Area, 3D line, 3D bar and 3D area. Then click Next>.

  5. Select the Dn (directory number) that you want to report on. The drop down list will include only those supported by CBC, ie. groups with login agents, line, voicemail trunks and conference channels.

  1. Select the data variables and the data type (internal, external or all) that you want plotted for the selected DN. You can select up to 4 variables.

    • Presented: The total number of calls presented.

    • Answered: The total number of calls presented and answered.

    • Lost: The number of total calls presented or queued but not answered.

    • Outgoing: The total number of outgoing attempts including internally made calls.

    • Available Agents: The number of available agents that are logged on.

    • Available Lines: The total number of free lines and busy lines in use i.e. trunk utilization.

    • Calls Waiting: The number of calls alerting a device.

    • Active I/C Calls: The number of calls currently in progress across the entire system.

    • Active O/G Calls: The number of calls currently in progress across the entire system.

    • Queued: The number of calls being queued. This does not include calls alerting a device.

    • Caller Patience: The average time the an ACD call was in queue before lost. (Only Available if the Variable Data Type is set to External).

  2. Having selected the variables to plot, click Next>.

  1. This step of the wizard allows you to select to view either historical data or real time information.

    • To view historical data for a variable, click on the date field and select a date from the calendar. This can be any day in the last 31 days.

    • To view real time data for a variable, click on the Real Time field.

  1. Click Next>.

  2. This step of the wizard allows you to assign colors to various parts of the plotted graph. When all the changes have been made click Next>.

  3. The final step of the wizard allows you to choose whether you want to show a label or not.

  4. Click on the Finish button when you have made all your changes.


To make changes to the chart, right-click on it and select Edit Chart.




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