Information On The Statistic Values Recorded - Proximus Forum 500 User Manual

Information on the Statistic Values Recorded

Information on the Statistic Values
Recorded
● The Minimum alerting time set by the system administrator is added to
the wait time in the ACD statistic. This raises the Average waiting time
statistical value:
● Calls that come in while the ACD group is closed are not included in the
statistic.
● Communications system note
Forum 525/526:
The longer the statistical window of time, the more internal memory of the
communications system used for recording the history. If the memory is
not sufficient the window of time is automatically reduced. In this case, the
real-time statistic data may be temporarily falsified until the system calcu-
lates it to the new window of time. The statistical data output in the
history are reduced corresponding with the reduced window of time. As the
data does not have to be re-calculated, there are no temporary data falsifi-
cations.
● If an allocated ACD call is not taken by the agent, the agent can be auto-
matically logged out. This system reaction is only available with a
"Forum ACD Advanced" licence and can be configured by the system
administrator when configuring the ACD group. The call which had been
allocated to the agent is retrieved into the call queue.
Automatically logging out agents and retrieving calls to the call queue
affects the call queue statistic. Furthermore, the maximum value defined
for the call queue can be exceeded temporarily. Example: The call queue
has a maximum size of = 9; 9 calls have already been parked and one call
is retrieved into the call queue. In this case the call queue has a 110%
statistical utilisation.
88 Statistic