Workforce Management Interface
Main Screen
Connection
This indicates the Delta Server PC that the Workforce Management
Interface is currently connected to.
System Message
This indicates the status of the connection between the Delta Server and
Workforce Management.
If the link between the Delta Server and Workforce Management is
disconnected then a screen appears allowing you to reconnect to the
server. The Find Server screen appears to resume connection to the Delta
Server.
Dn Activity
This indicates the directory number activity on the telephone switche.
Dn Info
Select Dn
– This option enables you to select the required directory
number.
Dn Values
– This is a historic presentation of the call data for the selected
directory number.
First I/C Presented
– Number of new incoming calls presented to this
dn. Exactly the same as that displayed on the Call Center View.
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Lost
– Number of calls that rang this Dn and were then un-answered (by
any Dn). (i.e. the caller hung up before it answered) The same as that
displayed on the Call Center View.
Num of Call Transactions Ans
– The number of times that targeted
group or agent answered an incoming call.
Staffing Level
– The number of available agents i.e. the number of
agents logged on. This only applies the agent groups and not trunks or
supertrunks because this will be zero.
Avg Ans Time
– (seconds) Average time that the DN was ringing.
Sometimes called average answer time i.e. the time it took to answer
the phone. The same as that displayed on the Call Center View.
Avg Talk Time
– Average time that operator was talking for.
Sometimes called avg incoming duration. Exactly the same as that
displayed on the Call Center View
PCA -
Percentage of Calls Answered within the target time. The same
as that displayed on the Call Center View
.
GOS –
The number of calls answered within the target answer time
expressed as a percentage of calls presented. The same as that
displayed in the Call Center View. (GOS = Grade of service)
Next Collection
– The date and time the data will be downloaded. By
default the contact centre data is downloaded every 15 minutes or on
demand by clicking the
Collect Now
button.
Workforce Management Interface
Page 6
Installation/User Manual
38DHB0002UKFD Issue 4 (18/07/2002)