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4.7 UCD CALL STATISTICS OVERVIEW
The UCD feature provides various statistics regarding incoming calls to each UCD group.
A UCD supervisor may scroll through the statistics at any time using the keyset display
and softkeys. Additionally these statistics can be printed in a report for each UCD group
(see Sample UCD Report Section
and conditions that affect them. NOTE: Some statistics are not included in the UCD re-
port.
CALLS IN QUEUE NOW
This is the number of calls in the UCD queue as of the time the supervisor is
reading the display. Because this statistic is real time statistic it will not print on a
report.
ABANDONED CALLS (TODAY)
This shows the number of callers that reached the UCD group, but hung up before
being answered. A high number probably means that there are not enough agents
available and the wait time is too long.
AVERAGE RING TIME
This is calculated from the time an agent begins to ring until the time an agent
answers the call, this does not include ringing at an agent station that does not
answer or is logged out because of the ring next option.
NUMBER OF TIMES ALL AGENTS BUSY
This is the number of times that a call is placed to an UCD group and all agents are
busy or out of group. This check is made when the call is first placed to the group.
Example: If there are 5 members in a group, 3 are Out of Group one is busy and
one is idle, and a call is placed to the group, because there is an idle station the all
agents busy counter is not incremented.
If the idle station rings, does not answer and is logged out, although the condition of
the group is now all agents busy, the check has been made and the agent busy
statistic does not increment.
Also if a call comes into a group with all agents busy and then one becomes idle,
the busy counter will increment because the check has been made.
AVERAGE TIME IN QUEUE
This is calculated as an average of all the calls that were in queue.
Note that this is ONLY an average of the calls that were in queue. The caller must
have overflowed to the UCD recording to be considered in queue.
A call is considered in queue until it is answered or until it goes to the final destina-
tion.
4.6). This overview explains how they are calculated
4.7.1
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