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Chapter 4
Business Features Package
UCD Call Statistics
Calls in Queue Now
How many calls are currently in queue. This 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 an-
swered. 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’s phone begins to ring until the time an agent an-
swers the call. This does not include calls to an agent’s phone 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.
Example: There are five members in a group: three are Out of Group, one is busy and one is
idle. 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 condition 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 in to 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. The caller must have
overflowed to the UCD recording to be considered in queue. (An AA card is required.)
A call is considered in queue until it is answered or until it goes to the final destination.
Total Calls Received
The total number of times that calls were sent to a group. This includes calls that were an-
swered 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 internal calls to the
UCD group.
If this number is less than the total calls received by all the agents, it is possible 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 the final destination or callers hung up while in
queue.
