Toshiba Strata CTX Insight CTX Supervizor's Manual page 101

Table 16 Report Terminology (continued)
Term
Percentage of calls answered within the target answer time. This is related to the
time set in the wait time alarm for that device. For example, if three minutes was
GOS, Grade
set in the alarm, three minutes = the Target Answer Time. This is set using the
of Service
Configurator. Options are available to include/exclude abandoned calls.
(for Line
Groups and
DIDs)
The number of long waits is defined as the number of times the wait time threshold
has been exceeded (set in the configurator). Where the threshold time has been
Line or DDI
disabled (by entering 0), the GOS will always be 100%. Both the long waits and
Grade of
number of calls must be in the same time frame, i.e., within the interval time or
Service
daily.
excluding
abandoned
calls
Percentage of calls whose handling time was between a short call threshold and a
long call threshold. The concept is also applicable to extension groups and agent
GOS, Grade
groups.
of Service
(for
Extensions
and Agents)
Held time The time for which a call was on hold.
Intercom call A telephone call internal to the telephone system.
Long call A long call is one that lasts for more time than the long call threshold.
Number of calls whose waiting time exceeded the long wait analysis threshold.
Long waits
Options are available to include or exclude abandoned calls.
Insight CTX Supervisor Guide
Total Calls – (Long Waits + Abandoned Calls)
GOS =
Total Calls – Long Waits
GOS =
Total Handled Calls – (Long Calls + Short Calls)
GOS =
04/03
Definition
Total Calls
Total Calls
Total Handled Calls
Glossary
Report Terminology
x 100%
x 100%
x 100%
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