Set the intrahour interval at which data is archived.
Offset time zone differences between the ACD and the CMS server.
Specify when data is recorded and summarized.
When specifying data collection times, you can use the HH:MM AM/PM format or the 24-hour time format.
Navigate to AdministrationSystem SetupStorage Intervals.
Select one of the following Intrahour interval options:
15 minutes
30 minutes
60 minutes
In the Switch time zone offset (-23 to +23) field, do one of the following to offset the ACD time zone so it matches the CMS server time zone:
If the ACD time zone is ahead of the CMS server time zone, type + followed by the number of hours the ACD is ahead.
If the ACD time zone is behind the CMS server time zone, type - followed by the number of hours the ACD is behind.
If the ACD is connected to a CMS server in the same time zone, type 0 in this field.
For example, if the master ACD is in New York City and the CMS server is in Los Angeles, type +3 because the ACD is 3 hours ahead of the CMS server time.
Do the following to manage how data is summarized:
In the Data Summarizing Time field, specify the time when CMS will summarize data for the previous day, week, and month.
ADDITIONAL INFORMATION:
You can enter the time in one of the following formats:
HH:MM AM/PM - For example, 12:35 AM
24-hour format - For example, 00:35
The value you specify in the Data Summarizing Time field must be equal to or greater than the intrahour interval to ensure that data archiving is completed.
From the Week Start Day list, select the day that represents the start of the work week for the call center.
ADDITIONAL INFORMATION:
The default setting is Sunday. Data collection for the week starts on this day.
From the Week Stop Day list, select the day that represents the end of the work week for the call center.
ADDITIONAL INFORMATION:
The default setting is Saturday. Data is collected until the end of this stop day and included in the weekly summary.
Avoid changing the start and stop days until the weekly data is archived. When the start and stop days for the week are changed, the current week contains the data item INCOMPLETE to indicate that data collection for the week is abnormal because the definition of the week was changed. Note that if the start and stop days are identical, only one day of data is collected for the current week.
In the Daily Start Time field, enter the time when data collection will start.
For example, you can set 12:00 AM as the start time.
In the Daily Stop Time field, enter the time when data collection for the day will stop.
ADDITIONAL INFORMATION:
For example, you can set 11:59 PM as the end of the day. The start time and stop time cannot be the same.
