Toshiba Strata CTX Insight CTX, Руководство супервайзера

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Glossary
Report Terminology
Insight CTX Supervisor Guide 04/03
89
GOS, Grade
of Service
(for Line
Groups and
DIDs)
Percentage of calls answered within the target answer time. This is related to the
time set in the wait time alarm for that device. For example, if three minutes was
set in the alarm, three minutes = the Target Answer Time. This is set using the
Configurator. Options are available to include/exclude abandoned calls.
Line or DDI
Grade of
Service
excluding
abandoned
calls
The number of long waits is defined as the number of times the wait time threshold
has been exceeded (set in the configurator). Where the threshold time has been
disabled (by entering 0), the GOS will always be 100%. Both the long waits and
number of calls must be in the same time frame, i.e., within the interval time or
daily.
GOS, Grade
of Service
(for
Extensions
and Agents)
Percentage of calls whose handling time was between a short call threshold and a
long call threshold. The concept is also applicable to extension groups and agent
groups.
Held time The time for which a call was on hold.
Intercom call A telephone call internal to the telephone system.
Long call A long call is one that lasts for more time than the long call threshold.
Long waits
Number of calls whose waiting time exceeded the long wait analysis threshold.
Options are available to include or exclude abandoned calls.
Table 16 Report Terminology (continued)
Term Definition
GOS =
Total Calls – (Long Waits + Abandoned Calls)
x 100%
Total Calls
GOS =
Total Calls – Long Waits
x 100%
Total Calls
GOS =
Total Handled Calls – (Long Calls + Short Calls)
x 100%
Total Handled Calls