Improvements To Station Message Detail Recording (Smdr) And Support For Merlin Legend Reporter Application - Lucent Technologies MERLIN LEGEND Release 5.0 Installation Manual

MERLIN LEGEND Communications System Release 5.0
Installation 555-650-140
New Features and Enhancements
Release 4.2 Enhancements
Improvements to Station Message Detail
Recording (SMDR) and Support for
MERLIN LEGEND Reporter Application
The SMDR feature is enhanced to provide more details about calling group
agent activities and help system managers assess the effectiveness of call
centers, in terms of both agent performance and the adequacy of facilities to
handle inbound calls. These improvements apply to calling groups that are
programmed as Auto Login or Auto Logout type. The SMDR and MERLIN
LEGEND Reporter features listed are administrable:
An exclamation point (!) signal that an Auto Login or Auto Logout agent
handled a call that was answered by someone who was not a member of
that Auto Login or Auto Logout with Overflow group. An ampersand (&) in
the call record indicates that the group's overflow receiver answered the
call.
TALK Field. for Auto Login and Auto Logout calling groups, the
TALK field records the amount of time a calling group agent
spends on a call.
DUR. (DURATION) Field. For Auto Login and Auto Logout
calling groups, call timing begins when a call arrives at MERLIN
LEGEND Communications System and not after a preset number
of seconds. Call timing ends when the call is disconnected; either
the caller or the agent hangs up. This allows the system manager
to determine how long a caller waited for an agent's attention.
Coding of Calls on Reports. An asterisk (*) appears in the call
record when:
a. A call is not answered by an Auto Login or Auto Logout
calling group agent and is abandoned while waiting for an
agent.
b. The call is answered by someone not a member of an
Auto Login or Auto Logout calling group.
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Issue 1
June 1997
Page xxi