User`s guide

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Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 E
108/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
• ACD-group association -> Agent groups
Individual detailed information for each individual
agent and trunk is obtained by selecting another
window.
Real-time statistics
Processing in real-time is going on continuously and
provides access to statistics relevant to key events in
the ACD-system. The statistics are presented in con-
junction with the relevant group window in a special
window.
Real-time statistics for ACD-groups:
• Calls Offered
• Calls Answered
• Calls Transferred In
• Calls Abandoned
• Calls Overflowed Out
• Calls Overflowed In
• Calls Rejected
• Service Level%
• Service Level Total
• Average Queue
• Average Ring
• Average Wait to Answer
• Average Wait to Abandon
• Longest Wait
Real-time statistics for Agent-groups:
• Calls Offered
• Calls Answered
• Calls Abandoned
• Average Ring to Answer
• Average Ring to Abandon
• Occupancy%
• Longest Ring
• Longest Talk
• Longest Clerical
Alarm values
Alarm values (threshold values) can be programmed
for all ACD-agents and agent groups with regard to
real-time statistics.
The alarm values are defined to automatically obtain
indications of non-desirable situations (e.g. maximum
queue length or time; maximum ringing time etc.).
Alarm is indicated by digit indication, histogram or by a
change of colours of statistics values.
Alarm values for ACD-agent groups:
• Average time in queue (seconds)
• Average time in ring (sec.)
• Average wait to abandon (sec.)
• Average wait to answer (sec.)
• Calls abandoned (%)
• Calls in queue (no.)
• Longest call in queue (sec.)
• Service Level (%)
External status displays
As an additional accessory to the real-time status and
statistics presentation on the PC-display it is possible
to connect external large status displays.
The status displays are intended for installation at
agent groups so that essential information can be
issued by the supervisor.
The messages on the display consist of a combination
of free text and/or key values such as the number of
abandoned calls and current queue status.
Displays supported:
- Data Display:
• Single Line, Single Colour