Viewing The Supervisor’s Real Time Report
The system updates the Supervisor’s real time report (refer to Figure 5-3) in approximtely 3-second
intervals so that the report continually monitors the group’s current call activities and statistics. In
addition to continually updating the service status window, the system restarts that service window’s
status totals every 15 minutes. The report windows show the following items
•
traffic status,
•
traffic activity (explanation on page 5-4),
•
service status,
•
agent activity (explanation on page 5-4).
•
agent status,
Traffic Status Definitions
1. Number Of Lines
= line available for calls
2. Incoming
= active incoming calls (includes calls answered and waiting)
3. Outgoing
= active outgoing calls
4. Call Waiting
= calls waiting to be answered
5. No. Beyond Alarm
= calls waiting beyond alarm threshold time
6. Oldest Call
= time oldest call has waited to be answered
Service Status Definitions
1. Time Elapsed
= elapsed time since the window restarted (window details status in
15 minute blocks)
2. Grade Of Service
= see the chart on page 5-13
3. Total Calls
= total calls serviced in current window time
4. Abandoned Calls
= calls dropped by caller or connected for less than nine seconds
5. Operating Mode
= day mode , night mode or special mode of operation
Agent Status Definitions
1. Sign In
= agents signed in
2. Incoming
= agents on incoming call
3. Outgoing
= agents on outgoing call
4. Available
= agents idle
5. Busy
= make busy agents
6. Logout
= agents out of service
Figure 5-3. Supervisor’s Real Time Report
GCA70-271
QuickQ Management Information
QuickQ Management Information 5-3
