Call Statistics - Samsung iDCS500 Manual

Call Statistics

UCD supervisor positions using a display keyset can monitor the number of calls in queue, the time
that the oldest caller has been waiting, the total number of calls received for the current day and the
average time a caller waits to be answered.
AGENT STATISTICS AGENT STATISTICS
AGENT STATISTICS AGENT STATISTICS
UCD supervisor positions using a display keyset can monitor the number of agents in a group and
how many agents are currently logged in. Each station's status can be reviewed for the number of
calls answered and the average call length of the current day.
GROUP SUPERVISORS GROUP SUPERVISORS GROUP SUPERVISORS GROUP SUPERVISORS
Multiple supervisors can be assigned to each group or one station can be given supervisor status for
multiple groups. The group supervisor (using a display keyset) can add and delete agents in real
time from the group to handle the workload.
PRINTED REPORTS PRINTED REPORTS PRINTED REPORTS PRINTED REPORTS
Agent supervisors may run printed reports to a customer-provided printer, showing the data
available on the supervisor displays.
Universal Answer
Station users may dial the Universal Answer code or press the UA key to answer any outside lines
programmed to ring the UA device. The UA device can be a station, group of stations, common bell
or ring over page.
Voice Mail – Inband Integration
The iDCS 500 system uses DTMF tones (inband signaling) to communicate with any compatible voice
mail system. Stations can call forward to a voice mail system. When answered, the system will
send DTMF tones routing the caller directly to the called station user's mailbox. Keyset users can
press one button to retrieve messages from the voice mail system. A Voice Mail Transfer key permits
keyset users to easily transfer a caller directly to an individual voicemail box without navigating
through menus.
Walking Class of Service
This feature allows users to make calls or use features from a station that is restricted. The users may
either use the WCOS feature code or the authorization code feature. Both methods change the class
of service to correspond with the station passcode or authorization code that is dialed. After the call
is completed, the station returns to its programmed class of service.
4-23