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Table 14Statistical Analysis Threshold (continued)
Stat.
Analysis
Ring On
Shows when a call has been
Time
left ringing for longer than is
(Ring No
acceptable.
Answer)
Shows when an agent has
Wrap up
been in wrap up time for too
Time
long.
Calls were held at the
Held on
extension too long before
Time
being transferred or
retrieved.
Shows when an agent or
Short call
extensions has been free for
too long.
Shows when calls are too
Long call
long to be effective (affects
GOS).
Insight CTX Supervisor Guide 04/03
Indicates
Available on
User in conjunction with number
of calls in the queue. The issue
can then be addressed with
either a discipline or it may point
to under-staffing.
Extensions
Ext. groups
Could be a training need.
Agents
Agent groups
Could be a training issue. Why
are the calls being held too long?
Is it all agents or just one or two?
Identifies agents who may not be
Extensions
getting the best from their calls.
Ext. groups
Who are they ringing? Why are
they not getting a good
Agents
response? Do they need training
Agent groups
or discipline?
Extensions
Identifies agents who take too
Ext. groups
long to get information required.
Training may be needed.
Agents
View Alarms
Reason for alarm
Alarms
79
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