Glossary
Report Terminology
Insight CTX Supervisor Guide 04/03
87
Report Terminology
In addition to the glossary of terms, this section defines the terminology specific to the
Reporter.
Wrap Up
When an agent is about to finish a call, they can choose to go into wrap-up before
the call is terminated. This will leave the agent in the wrap-up state thereby
stopping further incoming calls being targeted at the agent. While in wrap-up the
agent can do any clerical work associated with the call just taken. Once finished
the agent can leave the wrap up state so that they are ready to take further
incoming calls.
Insight MIS tracks wrap up in real time and also provides historical analysis of how
much wrap up time each call required on a per agent basis.
Table 16
Report Terminology
Term
Definition
Account
Codes
Account codes entered during the call can be displayed on reports.
Agent
Logged in
Time
The percentage time that an Agent has been logged in, divided by 100, times the
report length period.
Average
answered call
time
The average time taken during the call time.
Average
transfer count
Of those calls that were transferred, the average number of times the calls were
transferred.
Table 15
Glossary of Terms (continued)
Term
Definition
Time Logged on =
% Logged on
x Report Length
100
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 ...
