Lucent Technologies MERLIN LEGEND Release 5.0 Feature Reference page 789

MERLIN LEGEND Communications System Release 5.0
Feature Reference 555-650-110
I Applications
MERLIN LEGEND Reporter
the effectiveness of facilities and calling groups in responding to customer or
client needs. It offers these broad benefits:
Monitoring of Facilities Volume Usage. Traffic reports help in the
analysis of peak-hour facilities usage and availability of calling group
agents to respond to customer calls. The reports help determine whether
availability issues can be resolved through staffing or additional facilities.
Customer Response Assessments. Calling group managers can
determine whether customers are hanging up rather than waiting for an
available agent, how long they waited, and (with caller identification
services) their telephone numbers so that agents can return their calls.
Monitoring Proper Facilities Usage. Some facilities may be overutilized
while others are ignored. MERLIN LEGEND Reporter helps managers
pinpoint problems with the setup of pools or with users' understanding of
which lines they should access for specific purposes.
MERLIN LEGEND Reporter includes the following major features:
Call Collection. MERLIN LEGEND Reporter collects call records from the
MERLIN LEGEND Communications System's SMDR (Station Message
Detail Recording) feature. It uses one of the three following methods:
— Direct connection to the SMDR jack on the control unit
— File transfer from another application that collects the call information
— A Pollable Storage Unit (PSU) that connects to the control unit and
Call Processing. MERLIN LEGEND Reporter processes call record
details and stores them in a database. With caller identification services,
the application can automatically and immediately print out the incoming
telephone numbers of callers who abandoned their calls while waiting for
an agent, allowing a rapid return call from the organization. In addition, the
application can mask certain outgoing telephone numbers to ensure
privacy where needed (for example, on an executive's private line).
Reports. MERLIN LEGEND Reporter produces an extensive library of
reports to help in analyzing facilities and calling groups. You can set up
reports to run automatically at preset intervals or on demand. Some reports
are tabular only, while others allow the manager to see a chart as well.
User-customizable reports are organized into the following categories:
— Organization. Detailed call records according to user-specified criteria,
NOTE:
For more information about this system feature, see
Message Detail Recording (SMDR)" on page
from the SMDR jack
passes record information to MERLIN LEGEND Reporter through a
modem or direct connection
summary statistics on specified types of calls, cost center summaries by
organization, and summary trends reports are available.
Issue 1
June 1997
Page I-32
"Station
557.