Viewing The Supervisor's Real Time Report - Comdial DXP Plus Manual

GCA70-271

Viewing The Supervisor's Real Time Report

The system updates the Supervisor's real time report (refer to Figure 5-3) in approximtely 3-second
intervals so that the report continually monitors the group's current call activities and statistics. In
addition to continually updating the service status window, the system restarts that service window's
status totals every 15 minutes. The report windows show the following items
•
traffic status,
•
service status,
•
agent status,
Traffic Status Definitions
1. Number Of Lines
2. Incoming
3. Outgoing
4. Call Waiting
5. No. Beyond Alarm
6. Oldest Call
Service Status Definitions
1. Time Elapsed
2. Grade Of Service
3. Total Calls
4. Abandoned Calls
5. Operating Mode
Agent Status Definitions
1. Sign In
2. Incoming
3. Outgoing
4. Available
5. Busy
6. Logout
Figure 5-3. Supervisor's Real Time Report
= line available for calls
= active incoming calls (includes calls answered and waiting)
= active outgoing calls
= calls waiting to be answered
= calls waiting beyond alarm threshold time
= time oldest call has waited to be answered
= elapsed time since the window restarted (window details status in
15 minute blocks)
= see the chart on page 5-13
= total calls serviced in current window time
= calls dropped by caller or connected for less than nine seconds
= day mode , night mode or special mode of operation
= agents signed in
= agents on incoming call
= agents on outgoing call
= agents idle
= make busy agents
= agents out of service
QuickQ Management Information
•
traffic activity (explanation on page 5-4),
•
agent activity (explanation on page 5-4).
QuickQ Management Information 5-3