User`s guide

4(21)
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
• Single Line, Multi Colour (3)
• Multi Line (3), Single Colour
• Multi Line (3), Multi Colour (3)
• Multi Line (8), Multi Colour (3)
- On Screen Displays
• 1 Line, 5 Colours
• 3 Line, 5 Colours
Report Generation
Statistics processing and filing for report
generation
Data is sent regularly to the program's database for
processing and filing. Up to nine different main reports
can be generated from the database. The reports can
be read directly from the display or be printed out on a
printer connected to the PC.
If no more information can be stored in the fixed disk
memory, an automatic indication is obtained so that
data can be transferred to a floppy disk for filing. The
data can later be retrieved and provide reports. This
means that statistics history can be made available for
an unlimited period of time.
The reports may also be exported to a disk in formats
that can be imported into Excel or Lotus spread
sheets.
Agent performance (Agent group)
This report provides a detailed overview of the call
handling by the respective agents.
Agent activity (Agent group)
The report shows the distribution of ACD-calls among
the various queues where the agent has been active
as well as the mean call duration for the relevant
queue.
Trunk utilisation (ACD-group)
This report provides detailed information on how the
trunks belonging to an ACD-group have been used.
Agent group performance (Agent group)
The report provides a total overview of the productivity
of an agent group.
Answers report (ACD-Group)
The report shows how many calls have been answer-
red, as well as data on average answering time, long-
est answering time and the number of answered calls
within a defined period of time (seconds) and service
level.
Delay time: abandoned calls
The report supplies information concerning the
number of abandoned calls in relation to the total
number of calls within a defined period of time (sec-
onds), longest waiting time and average waiting time
for abandoned calls.
Incoming ACD-calls (ACD-group)
The report provides detailed information about the
incoming calls to an ACD-agent group, such as:
• abandoned calls
• incoming and outgoing diverted ACD-calls
• calls rerouted to the ACD-group answering
position due to:
•no reply within the pre-defined time period
•maximum queue length
•overflow of the waiting time limit
Origin of call (ACD-group)
This report shows in detail the origin (source) of the
ACD-calls. In addition to the total number of ACD-calls,
the number of calls received from PBX-operator, inter-
nal lines and trunks are stated. The number of manual-