Specifications

OfficeServ 100 General Description Guide/Ed.00

4.7 UCD Call Statistics

4.7.1 Calls in Queue Now

How many calls are currently in queue.

This statistic is a real time statistic and so will not print on a report.

4.7.2 Abandoned Calls

This shows the number of callers that reached the UCD group, but hung up before being

answered. A high number probably means that there are not enough agents available and

the wait time is too long.

4.7.3 Average Ring Time

This is calculated from the time an agent begins to ring until the time an agent answers the

call, this does not include ringing at an agent station that does not answer or is logged out

because of the ring next option.

4.7.4 Number of Times All Agents Busy

This is the number of times that a call is placed to an UCD group and all agents are busy or

out of group. This check is made when the call is first placed to the group.

Example: If there are 5 members in a group, 3 are Out of Group one is busy and one is idle,

and a call is placed to the group, because there is an idle station the all agents busy counter

is not incremented.

If the idle station rings, does not answer and is logged out, although the condition of the

group is now all agents busy, the check has been made and the agent busy statistic does not

increment.

Also if a call comes into a group with all agents busy and then one becomes idle, the busy

counter will increment because the check has been made.

4.7.5 Average Time in Queue

This is calculated as an average of all the calls that were in queue.

Note that this is ONLY an average of the calls that were in queue.

The caller must have overflowed to the UCD recording to be considered in queue.

A call is considered in queue until it is answered or until it goes to the final destination.