Longest Queue Time Now
This shows the longest call currently in queue. 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.
AGENT STATISTICS
Each statistic in this category can be read individually for each UCD agent.
Logged In
The number of stations programmed in the UCD group and the number of
stations that are currently logged in. This statistic is a real time statistic and
so will not print on a report.
Status
This screen shows the agents name, extension number and status. The sta-
tus can be in Group, Out of group or in DND. This statistic is a real time sta-
tistic and so will not print on a report.
Calls Answered
The total number of calls received by the agent. This does not include ring
no answer to a agent station.
If the total number of all agent calls is less than the calls received by the
group it is possible that calls were unanswered by an agent and went to final
destination or that callers hung up while in queue.
If the total number of all agent calls is more than the calls received by the
group it is possible that calls were transferred from one agent to another.
Average Call Time
This is an average of all the call durations for the agent.
Average Ring Time
This is an average of all the ring times for the agent. Ring times are previ-
ously explained.
CALL STATUS (CS)
This key may be programmed on each agent keyset to provide an indica-
tion of waiting calls at the UCD group.
This key has no effect when pressed, but will flash amber or red to indicate
that calls are waiting.
There are two levels that can be programmed for this key, the are CS level
1 and CS level 2.
By default these levels are 05 for level 1 and 10 for level 2. This means that
when there are 5 or more calls in queue at the UCD group the CS key will
flash amber, when there are 10 or more calls in queue at the UCD group the
CS key will flash red. These levels can be changed by your service compa-
ny.
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