Utilization Reports - Toshiba Strata CTX Insight CTX Supervizor's Manual

Reports
Reports
Table 10Line or DNIS/DID Reports (continued)
Longest Answered Talk Time
Longest Answered Wait Time
Longest Abandoned Wait Time
Longest Outgoing Call Time
Longest Outgoing Talk Time
Target Answer Time
Long Waits including Abandoned Calls
Long Waits excluding Abandoned Calls
GOS – including Abandoned Calls
GOS – excluding Abandoned Calls
Erlangs of Traffic

Utilization Reports

Utilization reports apply to agents and extensions and are available in two formats:
standard and profile. There are four utilization reports in all.
An agent or extension utilization report provides historical time utilization data for
each agent or extension within a selected group. Note that the times are shown as a
percentage normalized to the shift that you collated the report with. The report is
presented in an agent per row format with a "totals" entry for the whole group being
presented at the bottom of the report.
Pagination of the report occurs if either there are too many agents to fit in the height of
a page or there are too many statistics parameters to fit in the width of a page.
Utilization percentages can be calculated with respect to either the total reporting
period or the amount of time each agent had spent logged on.
Note The "totals" entry for each column is the average for all agents/extensions in
the group.
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Parameter
Line DID
Group
Group Group
Profile
✔ ✔
✔ ✔
✔ ✔
✔
✔
✔ ✔
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Insight CTX Supervisor Guide 04/03
Line DID
Group
Profile
✔ ✔
✔ ✔
✔ ✔
✔
✔
✔ ✔
✔ ✔
✔ ✔
✔ ✔
✔ ✔
✔ ✔
DID
✔
✔
✔
✔
✔
✔
✔
✔
✔