Toshiba Strata CTX Insight CTX, Руководство супервайзера

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Reports
Forecasting
Insight CTX Supervisor Guide 04/03
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The report is presented in an account code per row format with a “totals” entry for the
whole group being presented at the bottom of the report. Pagination of the report
occurs if either there are too many account codes to fit in the height of a page or there
are too many statistics parameters to fit in the width of a page.
Forecasting
The Forecasting feature includes:
•
Forecasting Report
•
Forecasting Profile Report
•
Forecasting Modifications
•
Managing Historical Reports
The forecasting package is designed to enable the user to perform what if scenarios on
the historical data. This is achieved as follows:
Over a period the following parameters are calculated:
•
The total number of incoming calls.
•
The average incoming call time (including held time, but excluding wrapup time)
on the line side of the call.
•
The average waiting time of an incoming answered call on the line side.
•
The number of available agents.
Calls Number of Internal Calls
✔
Time Average/Total Call Time Internal Calls
✔
Outgoing
Calls Number of Outgoing Calls
✔
Time Average/Total Call Time for Outgoing Calls
✔
Talk Average/Total Talk Time for Outgoing Calls
✔
Table 12Account Code Report
Report Item Parameter Acct Code