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Alarms
View Alarms
Terms associated with alarms are explained in
Table 14Statistical Analysis Threshold
Stat.
Analysis
A call that has been waiting
to be answered for longer
Wait Time
than the acceptable wait
time. (Affects GOS.)
Held
A call which remains on hold
Time
for too long.
The level of service has
dropped below the required
Valid
standard (based on an
GOS
algorithm made from a
range of stats).
78
Indicates
Table
14.
Available on
May signify an imbalance of lines
to extensions/agents.
Lines
Line groups
Could be a need for training.
DIDs
Could need to rearrange
DID groups
groupings of lines, DIDs and
agents.
More agents may be needed.
Lines
Summarizes the effect of a range
of parameters. The algorithm
Line groups
uses many threshold values to
DIDs
provide a general picture of
DID groups
performance.
Extensions
Acceptable GOS can be different
for each agent or extension. (Can
Ext. groups
start low for new agents and
Agents
increase the GOS over time.
Could be linked to pay structure.)
Agent groups
Insight CTX Supervisor Guide 04/03
Reason for alarm
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