Specifications

CHAPTER 4. Business Feature Package OfficeServ 500 General Description Guide/Ed.00
Page 4-58 © SAMSUNG Electronics Co., Ltd.
Total Calls Received
The total number of times that calls were sent to a group. This includes calls that
were answered by the group, calls that went to a group with all agents busy or out of
group, calls that are abandoned and calls that go to UCD final destination.
This includes intercom calls to the UCD group.
If this number is less than the total calls received by all the agents it is possible that
calls were transferred from one agent to another.
If this number is more than the total calls received by all the agents it is possible that
calls were unanswered by an agent and went to final destination or callers hung up
while in queue.
This statistic includes :
a) Calls answered by agent.
b) Calls that are not answered by an agent and go to final destination.
c) Calls that are sent to the UCD group but callers hang up before being answered.
Longest Queue Time Today
This shows the longest call in queue today. The queue time is calculated as follows :
a) Queue time begins when a call is queuing.
b) Queue time ends when a caller is either
Answered by an agent
System gets disconnected from Trunk line or
Caller is transferred to final destination
Longest Queue Time Now
This shows the longest call currently in queue. The queue time is calculated as follows :
a) Queue time begins when a caller starts to hear the first UCD message.
b) Queue time ends when a caller is either
Answered by an agent
System gets disconnected from trunk line or
Caller is transferred to final destination