Toshiba Strata CTX Insight CTX Supervizor's Manual page 88

Alarms
Configure Alarms
Table 13Alarm Thresholds (continued)
Alarm
Ring on Time – A call has been
ringing an extension for too long.
On Call Time – A call has been
connected for an excessive
amount of time.
Wrap up Time – An agent is
taking too long to wrap up.
Unavailable Time – Shows when
agent or extension has been
unavailable for too long.
Log On – Shows when an agent
has logged on to an extension.
Messages – Extension/Agent
has sent a message to the
supervisor.
Idle – An agent has been idle/
available to take calls for too
long a time.
Busy – An agent has been busy
for too long.
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Available on
Possible under-staffing problem.
Could move agents from a quieter group to
cover under-staffing.
Possible training requirement. Agents may
need to be able to take control of the call to
get information as quickly as possible.
Discipline required.
A training requirement. Agents may not be
using the contact management (or other)
application very well.
Discipline required.
Extensions
Agents
An unrecognized agent may have logged on
at an extension.
Indicates a message was sent to the
supervisor's screen.
Possible over-staffing problem.
Could move agents from a quieter group to
cover under-staffing.
Possible under-staffing problem.
Could move agents from a quieter group to
cover under-staffing.
May Indicate
Insight CTX Supervisor Guide 04/03