ShoreTel ShoreWare Spécifications télécharger pdf (Page 56)

Communicating with Agents Adding Parameters to a Message

ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 56

 Avg queue time — Average wait time of Incoming ACD calls waiting in the groups queue.

 Max queue time — Longest wait time of Incoming ACD calls waiting in the groups queue.

 STI 1 - STI 6 — One more step in the STI will be the target ASA, to see how many calls wait

more than the target ASA.

 Information For Now

 Agents — Number of logged in agents.

 Rls agns — Number of agents in release state.

 Wr-Up agns — Number of agents in wrap-up state.

 Idle agns — Number of agents in idle state.

 ACD agns — Number of agents on an ACD call.

 Non-ACD agns — Number of agents on a non-ACD call.

 Too long talk — Number of agents who have been on a call for too long.

 Max talk time — Longest ACD call talk time (min:sec)

 On The Current Time-Interval

 TSF — The TSF for the current time-interval

 Inc calls — Number of Incoming ACD Calls

 Ansd calls — Number Of Answered ACD Calls

 % ansd calls — Percentage Of Answered ACD Calls out of all incoming ACD calls

 Abnd calls — Number Of Abandoned Calls

 % abnd calls — Percentage Of Abandoned Calls out of all incoming ACD calls

 Avg time abnd — Average Wait Time Of Abandoned Calls (sec)

 Max time abnd — Longest Wait Time Of Abandoned Calls (sec)

 Avg calls in que — Average Number of Calls in Queue

 RPH — The Groups RPH. Calculated as the number of answered calls divided by the average

number of agents, thus giving the average number of calls answered by an agent of the group

 Avg que time on — Average Wait Time In Queue (sec)

 Max que time on — Longest Wait Time In Queue (sec)

 Avg ACD talk on — Average ACD Talk Time (min:sec)

 Max ACD talk on — Longest ACD Talk Time (min:sec)

 ASA — Average Answer Time (sec)

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ShoreTel ShoreWare Spécifications Page 56