Using CBC
User Interface
Compact Business Center
Page 6
Installation and User Manual
40DHB0002USCK Issue 3b (02/04/02)
Using CBC
User Interface
Up to a maximum of 4 real time charts can be viewed at any one time. For
details on how to generate the charts, see page 7.
System Statistics
The statistics in the bottom half of the screen shows the real time activity of
the system. Details are updated every 10 seconds. If you place the mouse
cursor over the details shown in boxes, more information will be shown e.g.
Calls Presented
– The number of calls presented both internally and
externally.
Calls Answered
– The total number of calls that were answered both
internally and externally.
Calls Lost
– The total number of calls lost both internally and externally
Active Incoming Calls
– The number of calls being made into a call center
that are currently in progress. This shows a snap shot view of call activity
allowing the user to have some insight into the balance between agent
resource availability and call traffic load
Calls Queued
– The total number of calls in a queue but not alerting (both
internal and external).
Outgoing
– The total number of outgoing call attempts including internally
made calls.
Active Outgoing Calls
– the total number of outgoing call attempts that
were answered successfully. This shows a snap shot view of call activity
allowing the user to have some insight into the balance between agent
resource availability and call traffic load
Available Lines
– The total number of free lines and busy lines available
i.e. trunk utilisation. The percentage figure shows the percentage of total
lines in comparison to the available lines.
Caller Patience (seconds)
– The analysis of the average waiting time by
caller to the point at which the call was lost.
Available Agents
– This shows the number of agents logged on. The
percentage figure shows the number of agents in a ready state as a
percentage of all agents on the telephone switch.