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Chapter 4
Business Features Package
This statistic includes:
a) Calls answered by agent.
b) Calls that are not answered by an agent and go to the final destination.
c) Calls that are sent to the UCD group but callers hang up before being answered.
Longest Queue Time Today
This shows the longest call in queue today. The queue time is calculated as follows:
a) Queue time begins when a call is queuing.
b) Queue time ends when
• caller is answered by an agent
• system gets disconnected from C.O. or
• caller is transferred to the final destination
Longest Queue Time Now
This shows the longest call currently in queue. The queue time is calculated as follows:
a) Queue time begins when a caller starts to hear the first UCD message.
b) Queue time ends when
• caller is answered by an agent
• system gets disconnected from C.O. or
• caller is transferred to the final destination
UCD Agent Statistics
Logged in
The number of stations programmed in the UCD group and the number of stations that are
currently logged in.
This is a real-time statistic and so will not print on a report.
Status
This screen shows the agent’s name, extension number and status. The status can be In
Group, Out of Group or in DND.
This is a real- time statistic and so will not print on a report.
Calls Answered
The total number of calls answered by the agent. This does not include ‘ring no answer’ to an
agent station.
If this total number is less than the calls received by the group, it is possible that calls were
unanswered by an agent and went to the final destination or that callers hung up while in
queue.
If this total number is more than the calls received by the group, it is possible that calls were
transferred from one agent to another.