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MERLIN LEGEND Communications System Release 7.0
Pocket Reference
555-670-116
Issue 1
April 1999
16
Release 4.2 Enhancements (June 1997)
■ Improvements to Station Message Detail
Recording (SMDR) and Support for
MERLIN LEGEND Reporter Application
The SMDR feature is enhanced to provide more details about
calling group agent activities and to help system managers
assess the effectiveness of call centers in terms of both agent
performance and the adequacy of facilities to handle inbound
calls. These improvements apply to calling groups that are
programmed as Auto Login or Auto Logout type. The SMDR
and MERLIN LEGEND Reporter features listed are
administrable:
— TALK Field. For Auto Login and Auto Logout calling groups,
the TALK field records the amount of time a calling group
agent spends on a call.
— DUR. (DURATION) Field. For Auto Login and Auto Logout
calling groups, call timing begins when a call arrives at the
MERLIN LEGEND Communications
System and not after a
preset number of seconds. Call timing ends when the call is
disconnected; either the caller or the agent hangs up. This
allows the system manager to determine how long a caller
waited for an agent’s attention.
— Coding of Calls on Reports. An asterisk (*) appears in the
call record when:
— A call is not answered by an Auto Login or Auto Logout
calling group agent and is abandoned while waiting for an
agent.
— The call is answered by someone not a member of an
Auto Login or Auto Logout calling group.
An exclamation point (!) signals that an Auto Login or Auto
Logout agent handled a call that was answered by
someone who was not a member of that Auto Login or
Auto Logout with Overflow group. An ampersand (&) in the
call record indicates that the group’s overflow receiver
answered the call.
■ MERLIN LEGEND Reporter
MERLIN LEGEND Reporter provides basic call accounting
system reports for all incoming calls to Auto Login or Auto
Logout type calling groups. MERLIN LEGEND Reporter assists
in determining the effectiveness of calling group agents,
assessing the level of service provided to callers, and
ascertaining whether adequate incoming telephone lines and
agents are available to handle peak-call load. The SMDR Talk
Time option sets up special call records used by MERLIN
LEGEND Reporter. The default is off, in which case the Release
4.0 SMDR reports are available. If the option is set to on, the
following new reports are provided:
— Organization Detail Report
— Organization Summary and Trends Report
— Selection Detail Report
— Account Code Report
— Traffic Report
— Extension Summary Report