Time in Activity
Time in Activity
The time in activity is the activity of the agent / trunk / agent group / trunk
group / subscriber device from the time that it entered that activity to the
time it exited that activity. In the database, the activity is related to or
shown with the agent DN, agent name and Highest Number Group, which
that particular DN is a member of. Call activity e.g. Ringing, busy etc. and
Agent activity e.g. Logged on, logged off etc.
A device cannot be in 2 different Time in Activities at the same time except
for 'logged on'. (E.g. An agent could not be on an Outgoing call and
Incoming call at the same time
).
Field Name: Description:
Explanation:
G
Logged On.
Time spent in logged on state for the specified duration of a report. In a
historical report, the agents need to have logged off before the time spent in
logged on state can be calculated.
W
Busy wrap up.
Time agent spent in Busy WrapUp state. If an agent enters Busy WrapUp whilst
on a call, the connection status of that call will take precedence over Busy
WrapUp until the call has cleared (e.g. if an agent presses the Busy/Wrap Up
key whilst still on a call, Busy Wrap/Up time will not be measured until the call
has been cleared). At which point Busy WrapUp state will be measured. (Busy
WrapUp restricts incoming calls to agent - the agent can receive internal calls).
R
Ringing.
Time in which the reflected agent was being alerted by any call. E.g. the time
the actual agent device was ringing.
O
Outgoing.
Time agent spent directly connected to a trunk from point of seizure to end of call
or transfer away from the reflected agent. If the agent holds the outgoing call,
the rules outlined in Holding State shall apply. If the outgoing duration in
question refers to the initial set-up of a call performed whilst the calling agent is
currently holding on an earlier call, the rules outlined in Holding State shall apply.
N
Busy N/A.
Time agent spent in Busy N/A state. (Not available). Restricts all calls to agent,
including internal calls.
L
Logged Off.
Time spent in logged off state during the specified duration of a report.
I
Incoming.
Time agent spent connected to an incoming call from point of answer exclusive
of holding time as defined in Hold State, until time call was either cleared or
transferred away from the reflected agent.
H
Holding.
The time an agent spent holding a call whilst not participating in the set-up or
connection of a second call.
F
Ready.
Time spent in Ready state during the specified duration of a report. Ready is
defined as state where agent is logged on and not presently involved in a call, or
in Busy WrapUp or Busy Not Available.
B
Busy.
Busy state in respect to agents is the time in which the reflected agent has spent
in the following states:
1. Time spent between initialising a dial-up sequence and resolution of the ARS
package
2. Time agent's terminal is inoperable e.g. Time terminal has been disconnected
from the
3. Time spent programming the terminal. (E.g. Setting up speed dials on the
terminal).
4. Continuously monitoring other device i.e. Listening in to another agent call
(conference call).
M
Internal Making. Internal made calls excluding transfers.
V Internal
Receiving.
Internal received calls excluding transfers.
CCM 3.1
Page 94
Standard Reports
38DHB0002UKEM Issue 4 (18/07/2002)
