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Chapter 4
Business Features Package
Sample UCD Displays
005 calls in
queue now
There are five calls currently waiting
to be answered by the UCD group.
06 available
04 logged in
There are six members in the group. Four
of the members are currently logged in.
longest wait
time is 02:24
The longest call on hold (waiting to
be answered) was for two minutes,
24 seconds. This data applies to all
calls since the supervisor data was
last cleared. It does not necessarily
represent calls currently in queue.
201: answered
065 calls today
The agent at station
201 has answered
65 calls today.
124 calls
received today
The UCD group has received 124
calls today.
average time in
queue is 03:51
The average time on hold (waiting
to be answered) is three minutes
and 51 seconds.
201: average
call time 04:43
The average call length for station
201 is four minutes and 43 seconds.
202: Sondra
STATUS: OUT
Station 202 is currently out of the
group. (The display can also show
IN GROUP and DND.)