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Chapter 25 Status Observation
Table 148 Status Observation > ACD Queue (continued)
LABEL
ACD Queue
Agent Name
Agent ID
Login
Extension
State
Priority
Caller ID
378
DESCRIPTION
This section displays the current statistics for the queue on the selected
Skill/Number. The following statistics are monitored:
•
Number of Agents - This indicates the total number of agents
associated with the selected skill.
•
Agents Login - This indicates how many of the agents associated
with this skill are currently logged in.
•
Available Agents - This indicates how many of the currently logged
in agents associated with this skill are available.
•
Agents on Call - This indicates how many of the currently logged in
agents associated with this skill are engaged in phone calls.
•
Waiting Calls - This indicates how many calls are still in the queue
for the selected skill.
•
Service Level Rate - This indicates the average service level score
of all the agents associated with this skill who login within a single
24-period.
•
Accepted Service Level - This number corresponds to the Service
Level setting on the Skill screen
•
Completed Calls - This indicates the total number calls received
and completed by all agents associated with the skill.
•
Abandon Calls - This indicates the total number of calls that were
never answered by all agents associated with this skill.
Note: All of these statistics reset everyday at midnight, or if you
make any changes to the associated skill/number, or if you
restart the X2002. Once the statistics reset then they begin
calculating anew.
This displays the name of an agent associated with the selected skill/
number.
This displays the ID numbers of an agent associated with the selected
skill/number.
This indicates the time of the agent's last login.
This displays the extension of an agent associated with the selected
skill/number.
This displays the current state of an agent associated with the selected
skill/number.
•
Idle - This indicates the agent associated with the selected skill/
number is logged in and idle.
•
Busy(skill_XXXXX) - This indicates the agent associate with the
selected skill/number is logged and busy. The skill that appears in
parentheses indicates the skill with which he is currently occupied, if
he belongs to multiple skills.
•
Pause - This indicates the agent associated with the selected skill/
number is logged in and his account is currently paused (not
receiving or making calls).
•
Logoff - This indicates the agent associated with the selected skill/
number is not logged in.
This indicates the priority rating of the agent associated with the
selected skill/number.
This indicates the caller ID of the most recent call to the agent
associated with the selected skill/number.
(Section 23.4 on page
353).
X2002 User's Guide
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