Toshiba Strata DK14 General Description Manual page 489

Service-level percentage, average speed of answering, maximum delayed call (in seconds),
current calls waiting
Number of logged-in, busy, available, and unavailable stations
Three warning messages are displayed to indicate when the service level for a group is falling
below the acceptable levels (e.g., service quality is low, bad, or unacceptable).
Figure 40 is an example of the display.
1 1: 16 6 /1 0 /9 7
Figure 40 ACD Group Traffic Display
System Status
Accumulative ACD group totals display that the Supervisor is enabled to view. Included for these
groups are:
Total number of calls offered, answered, overflowed, and lost
Average talk time, after-call time, and handling time
Total number of calls delayed (held in queue)
Overall service level percentage
Total current number of calls waiting to be answered (queue)
Maximum number of calls in queue at one time
Longest time (in seconds) that a call waited to be answered
See Figure 41 for an example of the display.
Strata DK Feature Description 5/99
Tu e sd a y A C D Gr oup Tr af fi c Di splay
ACD Grou p 1
Of fe re d 3
An s wer e d 3
Of lo An s 0
L o st 0
Se rv Le vl 10 0
A. S. A. 2 6
L o ng Wa it 0
Ca ll s Wai t 0
Man n e d 3
Bu s y 1
Av a ila b le 2
Un a v ai l 0
Automatic Call Distribution
2 3 4
8 3 6
6 3 6
0 0 0
2 0 0
86 100 100
16 18 10
28 10 0
2 1 0
6 2 3
3 2 0
0 0 3
3 0 0
ACD Feature Interaction
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