Administrator's Guide

Hunt Group
Issue 5 October 2002 893555-233-506
Timed ACW Interval (sec)
When a value is entered in this field, an agent in auto-in work mode who receives
an ACD call from this hunt group is placed automatically into After Call Work
(ACW) when the call drops. Enter the number of seconds the agent should remain
in ACW following the call. When the administered time is over, the agent
automatically becomes available. Timed ACW cannot be administered if the hunt
group is adjunct controlled, is an AUDIX Message Center, or is an auto-available
split. The Timed ACW Interval field appears if, on the System Parameters
Customer-Option screen, the Timed ACW field is
y and, on the Hunt Group
screen, the ACD field is y.
VuStats Objective
Enter a numerical user-defined objective. An objective is a split or skill goal for
the call. This could be an agent objective such as a specific number of calls
handled or an average talk time. The objective could also be a percent within the
service level. The objective appears on the VuStats display and allows agents and
supervisors to compare the current performance against the value of the objective
for the split or skill.
You can use this value in a customized VuStats display format if, on the VuStats
display format screen, the Object Type field is either
agent, agent-extension, or
split.
Appears if, on the System-Parameters Customer-Options screen, the VuStats field
is
y and the Measured field is either internal or both and, on the Hunt Group
screen, the ACD field is y.
Valid entries Usage
1-9999
or
blank
The number of seconds the agent should remain in ACW
following the call.
Valid entries Usage
0-99999
Enter a split or skill objective.