Clearspan® Product Overview R19
Aastra – 2740-007
2014 Clearspan® is a Registered Trademark of Aastra Technologies Ltd.
Page 67 of 93
o
Staffed (Agents)
– The number of agents managed by you that are in Sign-In,
Available, Unavailable, or Wrap-Up ACD state, as a ratio of all agents managed
by you for this call center.
o
Idle (Agents)
–The number of agents who are in the Available ACD state but
presently not on a call.
o
Unavailable
–The number of agents who are signed in to the call center but not
available to take calls.
o
Show Agents
–When this check box is selected, the agents who are joined in the
call center are displayed in the Agents area of the Dashboard
.
Agent Information -
Information about the agents for the selected queues. Supervisor
agents select the
queues for which they want to view agents’ information by checking the
Show Agents box on the lines for the queues in the Queues area of the Dashboard. The
following information is provided for each displayed agent:
o
Name
-
The agent’s name.
o
Queues (total)
- The total number of queues to which the agent is assigned.
This number is a link, which when clicked, opens a dialog box that lists the
agent’s queues.
o
Sign-In Time
-
The agent’s most recent sign-in time.
o
Sign-In Duration
- The amount of time that the agent has been signed in.
o
Call State (Time)
- The call state and time on the current call. The call state can
be Idle, Ringing, or On a call. If an agent is in multiple calls, the call time reflects
the time of the longest running call. When a call is released, then the call time
reflects the time on the remaining calls.
o
Agent State (Time)
- The agent ACD state and time. If an agent is unavailable,
the unavailable code is shown.
o
% Available
- The time that the agent was available to take calls shown as a
percentage of the duration of the current sign-in.
o
Avg. Busy In
- The average time spent by the agent on an incoming ACD call.
o
Avg. Busy Out
- The average time spent by the agent on an outgoing ACD call.
o
Avg. Wrap-Up
-The average time spent by the agent in a post call wrap-up.
Fields that provide visual indicators are Call State (Time), On Call, Idle, Agent State (Time),
Unavailable, Avg. Busy In, Avg. Busy Out, and Avg. Wrap-Up.
4.2.6.3
Clearspan Call Center Reporting
The Clearspan Call Center Reporting facility provides users with a comprehensive set of reports on
agents, queue activity, and the key performance indicators (KPIs) of the call center as a whole.
Reports can be generated in real time in the Clearspan Agent and Supervisor clients for various
time frames and intervals. Alternatively, reports that are required to be generated frequently may
also be scheduled by administrators and supervisors and then delivered via e-mail at the
appropriate time.
The reports only allow visibility to the data that the user has permission to see. Agents can only
view reports on themselves, while supervisors can only view reports on call centers or the agents
they supervise. Administrators can run reports on all entities within the enterprise.
