Avaya Call Center Reporting 3.0 Manual de usuario descargar pdf (Pagina 54)

Real Time information

System Numerical Real Time - Lines

Skillset name

Total number of available lines

Number of calls waiting

Number of calls waiting > alarm

Number of outgoing calls in progress

Number of incoming calls in progress

Queue time for the oldest waiting call

The mode of operation (In or Out)

System Numerical Real Time – Agents

Skillset name

Number of agents currently available

Number of agents on incoming calls

Number of agents in the not ready state

Number of agents on outgoing calls

Number of abandoned calls (15 min period)

Grade of Service offered (15 min period)

Skillset level

If you have Logged In at Skillset Level (901 … 950) or have used the Signed-Through option

from the System Manager level to a Skillset level, you can display the Skillset level Real Time

screens as follows. From the Main window menu, click Management-Info, then select Real

Time .

Selecting Real Time opens three Windows.

Skillset Real Time - Chart - provides a pie chart view of the current status of lines and agents in

the Skillset.

Above the pie charts is a legend explaining what the colors shown on the pie charts represent.

Note that the Waiting (light blue) and > Alarm (Red) colors are used to represent calls that are

waiting, and those that have waited in excess of the Alarm Threshold. These colors will only

appear in the Line pie chart, and will not appear in the Agent pie chart.

Skillset Real Time - Agents - provides a graphical status of all agents in the Skillset with the

current duration.

Note that agents remain in the Incoming State (green) until their Break Time (Post Call

Completion) has expired.

Agents that have remained within the Not Ready, Incoming or Outgoing states in excess of the

Real Time thresholds will be shown in red in the Skillset Real Time – Agents window.

Skillset Real Time - Status - provides numerical information on the status of the traffic on the

lines, agent activity and level of service being offered.

1 2 ... 49 50 51 52 53 54 55 56 57 58 59 ... 92 93

Sin comentarios

Avaya Call Center Reporting 3.0 Manual de usuario Pagina 54