Other Statistic - Proximus Forum 500 User Manual
Automatic call distribution forum acd
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Also See for Forum 500:
- User manual (168 pages) ,
- Quick start manual (7 pages) ,
- Mounting and commissioning manual (348 pages)
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When the window of time is 30 minutes one bar represents a time segment of
3 minutes. The time segment last evaluated is always at the far right of the
diagram.
Other Statistic
The following statistic values are additionally issued in a separate view. The
time values are displayed in minutes/seconds and separated by single and
double quotes.
Example: 10'30''
●
Total calls: Total number of calls for the ACD group which came in within a
defined window of time
●
Calls perhour: Conversion of the total number of calls per window of time
to a whole hour. When the window of time is 30 minutes, e.g. the total
number of calls is doubled.
●
Service level: The service level provides information on call-processing
quality. It is calculated as follows:
Service level (in %) =
Number of calls picked up: Number of calls
Statistic
Supervisor Terminal Statistic Display
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