Toshiba Strata CTX Insight CTX, Руководство супервайзера

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Reports
Reports
Insight CTX Supervisor Guide 04/03
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presented in a device group per column format. Pagination of the report occurs if
either there are too many groups to fit in the width of a page or there are too many
statistics parameters to fit in the height of a page.
•
Group Traffic Profile Report – provides a profile of traffic information for an
agent group, such as “Sales” or “Support,” over a number of time periods.
An agent/extension group traffic profile report provides historical call statistics
data for a selected agent/extension group presented in a series of uniform time
bands. The interval time governing the time bands can be anything from one
minute up to 999 weeks.
The report is presented in a time band per column format. Pagination of the report
occurs if either there are too many time bands to fit in the width of a page or there
are too many statistics parameters to fit in the height of a page.
Table 7 shows the parameters available for individual agent or extension reports. They
are available as ACD only, non-ACD only or both on the same report.
Table 7 Agent and Extension Reports
Report Item Parameter Agent Ext.
Agent
Profile
Ext.
Profile
Total
Calls Number Calls Handled
✔ ✔ ✔ ✔
Total Call Average/Total Handling Time
✔ ✔ ✔ ✔
% Use % Time Agent Busy on Handled Calls
✔ ✔ ✔ ✔
Call Rate Call Rates per Hour
✔
Answered
Calls Number of Incoming Calls Answered
✔ ✔ ✔ ✔
Total Call Average/Total Time of Incoming Calls
✔ ✔ ✔ ✔
Total Talk
Average/Total Talk Time of Incoming
Calls
✔ ✔ ✔ ✔
Total Wrap Average/Total Wrap-up Time
✔ ✔ ✔ ✔
Call Rate Call Rates per Hour
✔