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Total Calls Received
The total number of times that calls were sent to the UCD group number.
(This does not include calls sent to a station number that happens to be in
a UCD group, the call must be sent to the group number).
This statistic includes calls that were answered by the group, Calls that went
to a group with all agents busy or out of group, calls that are abandoned and
calls that go to UCD final destination. This includes intercom calls to the UCD
group.
If this number is less than the total calls received by all the agents it is pos-
sible that calls were transferred from one agent to another. If this number is
more than the total calls received by all the agents it is possible that calls
were unanswered by an agent and went to final destination or callers hung
up while in queue.
This statistic includes:
!
Calls answered by agent.
!
Calls that are not answered by an agent and go to final destination.
!
Calls that are sent to the UCD group but callers hang up before being
answered.
Longest Queue Time Today
This shows the longest call in queue today.
The queue time is calculated as follows:
Queue time begins when a caller starts to hear the first UCD message.
Queue time ends when a caller is either:
!
Answered by an agent.
!
System gets disconnect from C.O. or
!
Caller is transferred to final destination.
CALL STATISTICS
The following is a description of statistics that can be viewed by a UCD Su-
pervisor.
Calls in Queue Now
How many calls are currently in queue.
This statistic is a real time statistic and so will not print on a report.
Abandoned Calls
This shows the number of callers that reached the UCD group, but hung up
before being answered. A high number probably means that there are not
enough agents available and the wait time is too long.
Average Ring Time
This is calculated from the time an agent begins to ring until the time an
agent answers the call, this does not include ringing at an agent station that
does not answer or is logged out because of the ring next option.
Number of Times All Agents Busy
This is the number of times that a call is placed to a UCD group and all
agents are busy or out of group. This check is made when the call is first
placed to the group. If all agents are busy or logged out this counter is incre-
mented. It will not increment again for this call unless the call is answered
and transferred back into the UCD group.
Example: If there are 5 members in a group, 3 are Out of Group one is busy
and one is idle, and a call is placed to the group, because there is an idle
station the all agents busy counter is not incremented.
If the idle station rings, does not answer and is logged out, although the con-
dition of the group is now all agents busy, the check has been made and the
agent busy statistic does not increment. Also if a call comes into a group with
all agents busy and then one becomes idle, the busy counter will increment
because the check has been made.
Average Time in Queue
This is calculated as an average of all the calls that were in queue.
Note that this is ONLY an average of the calls that were in queue. The caller
must have heard the first UCD recording to be considered in queue.
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