Pegging Questions - Nortel Express Call Center User Manual

Frequently asked questions

Pegging questions

Can we change the length of the interval from 15 minutes to 60?
The interval length is not configurable. It is fixed at 15 minutes.
How are ACD statistics sent to the server?
Symposium Express Call Center does not report on statistics relating to the ACD
queue. The server does not have delay or abandon information for ACD calls.
However, the server can provide the following statistics for ACD calls presented
to a phoneset that has been acquired by the server:
the number of ACD calls answered
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the number of ACD calls conferenced and transferred
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the amount of time spent on ACD calls
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You can also map each ACD-DN to a dummy skillset. All calls to that ACD-DN
that are answered on a phoneset acquired by the server, are pegged against the
dummy skillset. (If you do not map an ACD-DN, calls to that ACD-DN are
pegged against the Default_ACD_Skillset.)
Why does CallsOffered not equal CallsAnswered plus
CallsAbandoned?
This can occur for two reasons:
A call pegs as offered in the interval when it is first processed by the Master
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script. It pegs as answered when the call is answered, or it pegs as
abandoned when the call is released.
A call that is offered to a Symposium Express Call Center agent (that is, an
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agent who is configured on the server) can be
answered
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abandoned
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given a treatment, such as Force Disconnect, Overflow, Route To, or
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Default
102
Standard 2.0
Symposium Express Call Center