Clearspan® Product Overview R19
Aastra – 2740-007
2014 Clearspan® is a Registered Trademark of Aastra Technologies Ltd.
Page 64 of 93
Figure 36. Dashboard Pane (Agents).
The following information is provided for each monitored call center:
o
Call center name
–
The name of the call center.
o
Service Mode (Premium call centers)
–
The mode in which the call center
currently operates. This field can have one of the following values:
Night Service,
Night Service Override, Holiday Service, Forced Forwarding, and None.
o
Current Calls in Queue
–
This is the number of queued calls expressed as a
ratio of the total queue capacity for that call ce
nter. For example, “6/10” means
that there are six calls in the queue, which can queue a maximum of ten calls.
o
Longest Waiting Call
–
This is the waiting time of the call that has been in the
queue the longest.
o
EWT (Expected Waiting Time)
–
This is the estimated time a caller has to wait in
this queue before their call is answered.
o
AHT (Average Handle Time)
–
This is the average time it takes to process a call
in this queue.
o
ASA (Average Speed of Answer)
–
This is the average time a caller spends in
the queue before the call is offered to an agent.
o
Staffed
–
This is the number of agents that are in Sign-In, Available, Unavailable,
or Wrap-Up ACD state, as a ratio of all agents assigned to this call center.
The fields that provide color-based visual indicators are Current Calls in Queue, Longest Waiting
Call, EWT, AHT, and ASA.
4.2.6.2.2
Clearspan Call Center Supervisor Users
Supervisors are Clearspan Call Center users who are responsible for managing the call center and
the agents who service those call centers. Additionally, Supervisors can also perform Agent
functions when needed. Each Supervisor may be assigned the Clearspan Supervisor client that
provides them with the ability to perform the tasks demanded by the role at the click of a button.
