Real-Time Statistic (Bar Graph); History - Proximus Forum 500 User Manual

Supervisor Terminal Statistic Display

Real-time Statistic (Bar Graph)

The real-time statistic shows the absolute number of calls which came in
within the window of time which was defined for the ACD group. The calls are
displayed graphically as a bar.
● accepted: Number of calls allocated to available agents and picked up by
them.
● released: Number of callers who ended the call themselves before being
able to be allocated with an available agent.
● rejected: Number of calls which came in while the call queue was full and
were rejected by the system for this reason.
● other: Number of calls which were signalled to an available agent but
were, however, picked up by another by another internal subscriber via
Pickup. Pickup of ACD calls by other internal subscribers is only possible if
the system administrator has activated the Pickup from agent possible
setting for the ACD group.

History

The history enables the supervisor to detect tendencies. This is facilitated by
dividing up the window of time defined for the ACD group in 10 segments. A
bar is displayed for each time segment which shows the number of picked up
calls (accepted) and the number of calls where the caller hung up
prematurely (not accepted).
72 Statistic