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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 actual 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 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 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 Now
This shows the longest call currently in queue. The queue time is calculated as fol-
lows:
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 Supervisor.
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 an-
swers 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 incremented. It will not incre-
ment 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 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 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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