Statistic; Supervisor Terminal Statistic Display; Real-Time Statistic For Acd Groups - Proximus Forum 500 User Manual

Statistic

Call volume and call processing by the agents are registered in different
statistics.

Supervisor Terminal Statistic Display

Statistics (so called "group statistic") are displayed on the Supervisor Terminal
for each ACD group in order to include additional agents in the group as
needed. These statistics inform the supervisor regarding, e.g. the average
queue time of callers and number of unanswered calls. This enables the
supervisor to respond to call-processing bottlenecks.
The Supervisor Terminal statistic is a statistic which covers a "sliding" window
of time. For each ACD group the system administrator can use the Window
time for Supervisor setting to define an individual window of time, e.g.
30 minutes. After this time span has passed the statistic values are recorded
anew from zero.
With the Forum 5004/5008/5012 and Forum 5500 communications
systems, personal statistics of the ACD group agents can be analysed (so
called "agents statistic"). Analysing single agents' statistics is only possible:
● if the "Forum 500(0) ACD license advanced" license was purchased for
the ACD application
● and if the system administrator has enabled the Show agents statistic
setting for the ACD group.
With this button, the supervisor can switch between the group's and
the agent's real-time statistic on the Supervisor Terminal.

Real-time Statistic for ACD Groups

The Supervisor Terminal offers three different statistic views. These views can
be shown or hidden for each ACD group (refer to the chapter entitled
Configuring Supervisor Terminal Display starting on page 62).
Statistic
Supervisor Terminal Statistic Display
71