Specifications

Analyzing Trends How Inbound ACD Call Numbers are Calculated
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ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 51
How Inbound ACD Call Numbers are Calculated
When viewing the data for the number of inbound ACD calls, keep in mind that if a call is transferred to
the IRN of Group A from Group B, the call is considered a new call, and is therefore counted twice in
the inbound ACD call fields.
Measuring Email Queue Time
Email queue time measures only the length of time an email is queued in a service. It does not
measure the time taken to download an email from the main email server or the amount of time the
email was in the cache.
Unexpected Results when using Park
Parking a call places a call on hold on another extension. This allows agents to park a call on one
extension and pick it up from a different extension. Unparking a call is retrieving a call that an agent
previously parked on another extension. Calls can be unparked only by the person that parked it.
Park and unpark is not supported in Contact Center. So if you implement this feature in your call
center, note that the data recorded when a call is parked is not completely accurate and you may get
unexpected results in your reports. In addition, using park can cause agent states to get stuck or be
incorrect.
Update Reason
Record is marked as Final Failure. The system was unable to dial the number; or
The number was successfully dialed by the system, but
marked Callback Terminate by the agent.
Record is marked as First Failure. One or more numbers (but not all) could not be dialed by the
system; or
One or more numbers (but not all) were successfully dialed by
the system, but marked Callback Terminate by the agent.
Record is marked as Successful One number was routed to the agent, and was successfully
answered and disconnected without being reinserted into the
list.