Lucent Technologies MERLIN LEGEND Release 6.1 Pocket Reference page 19

MERLIN LEGEND Communications System Release 6.1
Pocket Reference 555-661-116
Release 4.2 Enhancements (June, 1997)
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:
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. Call timing begins when a call
—
arrives at the MERLIN LEGEND Communications System
and not after a preset number of seconds. 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.
An exclamation point (!) signals 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.
MERLIN LEGEND Reporter. MERLIN LEGEND Reporter
—
provides basic call accounting system reports for all
incoming calls to Auto Login or Auto Logout type calling
groups. MERLIN LEGEND Reporter assists in determining
the effectiveness of calling group agents, assessing the level
of service provided to callers, and ascertaining whether
adequate incoming phone lines and agents are available to
handle peak call load. The following reports are provided:
R
Organization Detail Report
R
Organization Summary and Trends Report
R
Selection Detail Report
R
Account Code Report
R
Traffic Report
R
Extension Summary Report
R
Data Report
R
Talk and Queue Time Distribution Report
R
Time of Day Report
R
ICLID Call Distribution Report
R
Facility Grade of Service Report
Issue 1
August 1998
Page 13