Specifications

CHAPTER 4. Business Feature Package

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4.7.6 Total Calls Received

The total number of times that calls were sent to a group. This includes calls that were

answered by the group, calls that went to a group with all agents busy or out of group, calls

that are abandoned and calls that go to UCD final destination. This includes intercom calls

to the UCD group.

If this number is less than the total calls received by all the agents it is possible that calls

were transferred from one agent to another.

If this number is more than the total calls received by all the agents it is possible that calls

were unanswered by an agent and went to final destination or callers hung up while in

queue.

This statistic includes:

 Calls answered by agent.

 Calls that are not answered by an agent and go to final destination.

 Calls that are sent to the UCD group but callers hang up before being answered.

4.7.7 Longest Queue Time Today

This shows the longest call in queue today. The queue time is calculated as follows:

 Queue time begins when a caller starts to hear the first UCD message.

 Queue time ends when a caller is either

− Answered by an agent

− System gets disconnected from C.O. or

− Caller is transferred to final destination

4.7.8 Longest Queue Time Now

This shows the longest call currently in queue. The queue time is calculated as follows:

 Queue time begins when a caller starts to hear the first UCD message.

 Queue time ends when a caller is either

− Answered by an agent

− System gets disconnected from C.O. or

− Caller is transferred to final destination