Alarms
View Alarms
78
Insight CTX Supervisor Guide 04/03
Terms associated with alarms are explained in
Table 14
.
Table 14Statistical Analysis Threshold
Stat.
Analysis
Indicates
Available on
Reason for alarm
Wait Time
A call that has been waiting
to be answered for longer
than the acceptable wait
time. (Affects GOS.)
Lines
Line groups
DIDs
DID groups
May signify an imbalance of lines
to extensions/agents.
Held
Time
A call which remains on hold
for too long.
Could be a need for training.
Could need to rearrange
groupings of lines, DIDs and
agents.
More agents may be needed.
Valid
GOS
The level of service has
dropped below the required
standard (based on an
algorithm made from a
range of stats).
Lines
Line groups
DIDs
DID groups
Extensions
Ext. groups
Agents
Agent groups
Summarizes the effect of a range
of parameters. The algorithm
uses many threshold values to
provide a general picture of
performance.
Acceptable GOS can be different
for each agent or extension. (Can
start low for new agents and
increase the GOS over time.
Could be linked to pay structure.)
Summary of Contents for Strata CTX Insight CTX
Page 4: ......
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 ...
