Glossary
Report Terminology
88
Insight CTX Supervisor Guide 04/03
Call rate
The Call Rate is the number of calls taken/made per hour by an agent. However, the
time that the agent is logged on is taken into account to give a more accurate figure.
The Call Rate is then worked out by dividing the number of calls by the time logged
on.
Calls inquired
Number of inquiry calls (calls that have been held and retrieved by the same
agent) made by all agents within the group.
Call time (for
agents)
The time from the moment the call was answered until the call ended, including the
wrap-up time.
Call time (for
lines)
The time from the moment the call was answered until the line was freed.
Connect
device
Displays the device to which the agent’s extension is connected to complete the
speech path. Can refer to the incoming DID number, if available (default), or to the
line if preferred.
Connect
group
Displays the name of the group assigned to the DID or line number to which the
extension is connected during a call.
Dialed digits
Displays phone numbers of incoming and outgoing calls.
Inquiry hold
When an extension/agent places a call on hold and then reconnects to the call
without transferring it.
Erlang
Number of inquiry calls (calls that have been held and retrieved by the same
agent) made by all agents within the group.
Table 16
Report Terminology (continued)
Term
Definition
Call Rate =
Total Calls
Time Logged On
Summary of Contents for Strata CTX Insight CTX
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Page 8: ...Contents Chapter 5 Alarms iv Insight CTX Supervisor Guide 04 03 ...
Page 12: ...Introduction Related Documents and Media viii Insight CTX Supervisor Guide 04 03 ...
Page 74: ...Reports Using MIS Reports to Improve Performance 62 Insight CTX Supervisor Guide 04 03 ...
Page 92: ...Alarms View Alarms 80 Insight CTX Supervisor Guide 04 03 ...
Page 104: ...Glossary Report Terminology 92 Insight CTX Supervisor Guide 04 03 ...
