Long-Time Statistic - Proximus Forum 500 User Manual

Long-time Statistic

Long-time Statistic
The long-time statistic enables the supervisor to evaluate statistical data
after passage of a longer period of time (weeks, months or years). Based on
this data he can determine times with especially high levels of calls and
efficiently plan employee (agent) deployment.
● The long-time statistic data are issued for the ACD group (so called "group
statistic").
● With the Forum 5004/5008/5012 and Forum 5500 communications
systems, analyses can be carried out for single agents of the ACD groups
(so called "agents statistic").
● The data are stored in separate *.csv files (Comma Separated Value) per
ACD group (goup statistic) and per ACD agent (agents statistic).
Licence conditions
A separate "Forum 500(0) ACD external statistics license" licence is required
for long-time statistics (refer to the chapter entitled Licences starting on
page 7 also).
Configuration prerequisites
● The long-time statistic involves sum values of the statistical data being
periodically written into a file. To do so, the system administrator must set
the Interval for statistic (0=no statistic) setting to a value of ">
0 minutes" during ACD group configuration (refer to the chapter entitled
Configuring Supervisor Terminal starting on page 30).
● In order to be able to store the agents statistic, the Save agents statistic
setting has to be enabled when the ACG group is set up (only available on
the Forum 5004/5008/5012 and Forum 5500 communications
systems).
Memory requirements of long-time statistic
A separate long-time statistic file is written for each ACD group. The sum
values periodically recorded for each group comprise a respective record. The
agent data are stored in a separate file. For every record in the long-time
statistic file of the group, n records are written in the agents' long-time
statistics file (n=number of agents in this group). Each record takes up
memory of ca. 60 to 100 bytes. The maximum memory reserved for long-
time statistic depends on your communications system product variant (refer
to the chapter entitled Technical Data starting on page 85).
76 Statistic