Proximus Forum 500 User Manual page 8

ACD Terms
– When telephoning, the agent's status is "busy".
– After the agent finishes the call, he/she remains blocked for a certain
time ("wrap-up time"). This time can be used to wrap up the call.
– Furthermore, an agent can have a "pause" status temporarily. The agent
receives no calls during this time.
Call queue
Calls which cannot be taken when e.g. all agents are busy, are parked in a call
queue. They remain parked there until they can either be distributed or the
caller hangs up.
Call queue display
A call queue display informs the agent how many calls are currently parked in
the call queue. One way this information can be shown is on an Info Terminal
which, e.g. is displayed on the wall by a projector.
Announcements
Various announcements can be configured for the caller. These
announcements provide information on the current call status, e.g. that an
employee will take the call shortly.
Supervisor
The supervisor monitors and directs the ACD group. A supervisor can change
agent status as needed. The supervisor has a special application – the
Supervisor Terminal – for these tasks.
Real-time statistic
The supervisor receives real-time statistics to be able to monitor the ACD
group and, as needed, include agents in the group. These statistics show, e.g.
the average queue time and number of unanswered calls.
Long-time statistic
Use the long-time statistic to determine those times with particularly high call
levels ("peak traffic times"). This enables the supervisor to plan employee
(agent) deployment efficiently.
6 Forum ACD