Toshiba Strata CS, User Manual

Page: 312 / 378

C-6
Time in State The length of time that the agent has been in
the current state for this queue. Times are
displayed in the following format: days:
hours:minutes:seconds.
Calls answered Number of incoming calls from this queue that
the agent has answered since the beginning
of the queue’s current display period. Does
not include calls the agent participated in but
did not answer (see Total Calls - All)
Calls placed Number of outbound calls associated with this
queue that the agent has placed since the
beginning of the queue’s current display
period. Does not include calls the agent
participated in but did not place (see Total
Calls - All)
Time on calls The total time the agent has spent on this
queue’s calls since the beginning of the shift.
You can show this column separately for
inbound calls, outbound calls, and all calls.
Longest call The length of time of the longest queue call
(including wrap-up time) that the agent
handled since the beginning of the shift.
You can show this column separately for
inbound calls, outbound calls, and all calls.
Avg. call Average length of the agents' queue calls
(including wrap-up time) since the beginning
of the shift.
You can show this column separately for
inbound calls, outbound calls, and all calls.
Longest talk The length of time of the longest single call
the agent handled (not including wrap-up
time).
You can show this column separately for
inbound calls, outbound calls, and all calls.
Away A check mark indicates that the agent has
been automatically placed in On Break status
by the queue for having let his or her most
recent queue calls ring unanswered.
Agents Pane Information