Toshiba Strata DK14 General Description Manual page 491

0 0 : 0 0 6 / 1 0 / 9 7
2 3 : 5 9 6 / 1 0 / 9 7
L o g in
A g en t A g e n t
No. N a me
410 4 Ed
410 5 Ju n e
410 6 To m
410 8 K e it h
411 4 S a ll y
To t a ls :
Gr a n d :
Figure 42 SMIS Agent Performance Report - Daily
Agent Statistics
This report summarizes the performance of individual Agents (see
regarding the Agent includes:
Name, ID number, and ACD group number
Productivity percentage, number of calls per hour, number of work unit codes entered, and
number of Supervisor assistance calls
Total log in time, talk time, after call work time, available and unavailable time
Number of ACD and PBX calls received and originated, and the average length of the calls
Note All Agent calls originated are reported in the "Internal" section of PBX calls. "Originated
External is left blank.
0 0: 0 0 6/ 1 0 / 9 7
2 3: 5 9 6/ 1 0 / 9 7
Ag e n t # : 4 1 06
Pr o d % : 8 8 . 4 8
Ho u r s Br e a k d o wn
Cal l Analysis
Figure 43 ACD Agent Statistics Report
Strata DK Feature Description 5/99
Agen t Perfor man c e Re po rt—Dai l y
A C D G r o u p : 1
A C D G r o u p R e l a t e d Wo r k
A vg
A v g
Ti me Talk
Ca l ls Wo rk
( Hr s ) ( Sec. )
H a n d le d (S e c .)
7 . 1 1 9 2 5 4 4 4
7 . 7 1 7 2 7 2 3 6
7 . 9 3 9 3 0 9 4 0
7 . 8 3 3 3 0 0 3 1
7 . 9 4 2 4 1 1 5
3 8 .7 1 5 0 3 0 9 3 1
3 8 .7 1 5 0 3 0 9 3 1
Ag en t Statist ics Repor t— Dail y
Na m e : TO M A CD G ro u p : 1
A CD Ca l l s /h r : 4 . 9 W U P E G
AC D G roup Related W ork
Login Talk Af ter Avail
T ime Time Call Tim e
7.9 3.4 0. 4 3.1
43.0% 5. 3% 39.0%
AC D G roup Related W ork
Cal ls Avg Avg
Handled Talk W ork
Sec. Sec.
39 309 40
P a g e 1
A v g A v a i l A g n t A u x .
H nd ln g T i m e P ro d Wo rk
(S e c .) ( Hr .) ( % ) ( Hr .)
2 9 8 1 .3 4 0 .4 6 0 .0
3 0 8 0 .7 2 7 .9 8 0 .0
3 4 9 3 .1 8 8 .4 8 0 .0
3 3 1 1 .3 5 5 .9 6 0 .0
4 1 6 1 .5 8 0 .6 5 0 .0
3 4 0 8 .0 6 2 .4 5 0 .0
3 4 0 8 .0 6 2 .4 5 0 .0
Figure
P age 6
Cn t: 1 4
P B X W ork
Unav Aux . Or ig ina te d
I nt er n
Time Wo rk
0. 9 0. 0 0. 0
1 1. 5% 0. 0% 0. 0%
P B X W ork
Avg Or ig ina te d
Hndl ng I nt er nal
Nu mber Sec.
Se c.
3 49 0
Automatic Call Distribution
ACD Feature Interaction
P BX W o rk
O r i g i n a te d
A v g Du r
C a l l s
( S e c. )
0 0
0 0
0 0
0 0
0 0
0 0
0 0
1978
43). The information
Ext er n Hold
0. 0 0. 0
0. 0% 0. 0%
Ext er nal
N umber S ec.
0 0 0
1990
337