Real-Time Statistic For Acd Agents - Proximus Forum 500 User Manual

Supervisor Terminal Statistic Display
The service level can also be displayed as a bar diagram (refer to the
chapter entitled Configuring Supervisor Terminal Display starting on
page 62).
●
Average waiting time: This average value provides information on how
long a call is parked in the call queue on average.
● Average alerting time: This value indicates how long on average a call
which was allocated to an available agent from the call queue was
signalled to an agent before the agent picked it up.
● Average connection time: indicates how long the agents spoke with the
callers on average
● Average wrap-up time: indicates how much time agents required on
average for wrapping up calls
● Average release time: Average time value of the length of time callers
waited before ending the call themselves before they could have been
allocated to an available agent
● Call queue size: Information on how many calls are currently parked in the
call queue.

Real-time Statistic for ACD Agents

The real-time statistic evaluation on agent level enables the supervisor to
compare the performance of a single agent with the average group
performance.
Note: The agents statistic can only be analysed with the
Forum 5004/5008/5012 and Forum 5500 communications
systems. As a prerequisite, the system administrator must have
enabled the Show agents statistic function.
The ACD group agents are listed in a table with their names and numbers. For
every ACD group agent, the table contains a row with the following values:
● Dial in: Total number of calls in this ACD group answered by the agent
The next column contains the percentage of ACD group calls that was
been answered by this agent.
● Waiting time: Average waiting time for calls answered by this agent.
In the following column, this value is put in a relation to the group value
Average waiting time.
74 Statistic