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MERLIN LEGENDCommunications System Release 6.1
System Planning
555-661-112
Issue 1
August 1998
Prior Releases: Features and Enhancements
Page xxviiiRelease 4.2 Enhancements (June, 1997)
Improvements to Station Message Detail
Recording (SMDR) and Support for MERLIN
LEGEND Reporter Application 0
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 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. A call is not answered by an Auto Login or Auto Logout calling group
agent and is abandoned while waiting for an agent.
b. 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.