Toshiba Strata DK14 General Description Manual page 492

Automatic Call Distribution
ACD Feature Interaction
Delayed Call
This report provides a summary of all calls offered to a group versus totals and percentages of calls
handled, calls delayed, and percentages of calls answered within predefined time increments. See
Figure 44
This information can be compared to other reports, such as Agent Statistics and System Status
Reports, to see if Agents are working efficiently, and if staffing is adequate.
0 0: 0 0
2 3: 5 9
T i me
H H MM
6 : 00
7 : 00
8 : 00
9 : 00
10 : 00
11 : 00
12 : 00
13 : 00
14 : 00
15 : 00
T o t al
Figure 44 SMIS Delayed Call Spectrum - Daily
Group Overflow
Overflow information is used to determine under-staffing and over-staffing conditions. This report
(see Figure
comparison purposes. Included in the report are:
ACD group number
Number of calls offered
Percentage of calls handled, lost, and overflowed to another group
338
for an example.
6 /1 0 /9 7 D el a yed C a l l Spe ct rum – Dai l y
6 /1 0 /9 7 ACD Gro u p: 1
No N o No
Ca l ls Ca ll s Ca l ls % Avg Max
Of fr d Hnd l d Dly d Dl yd Dly
6 6 6 1 00 8
2 1 2 1 2 1 1 00 7 6
1 7 1 5 1 5 1 00 1 0 4
2 0 1 9 1 9 1 00 5 8
2 0 1 9 1 8 95 6 7
1 7 1 7 1 7 1 00 8 1
2 4 2 1 2 1 1 00 1 4 0
1 2 1 2 1 2 1 00 3 7
1 8 8 8 1 00 4 1 0 12 8 4
1 3 1 0 1 0 1 00 1 3 4 0 21 3 2
1 6 8 1 4 8 1 4 7 99 2 1 1
21 3 2
45) summarizes the calls to the group and displays primary and secondary traffic for
Perc ent Ca lls Ha ndl ed Wi thin x sec .
D ly 2 4 6 8 13 18
1 2 0 0 0 5 0 50 0
37 6 0 5 10 1 0 0 10
33 0 0 0 7 7 0 0
32 6 0 0 0 2 6 16 11
33 9 5 1 1 5 5 16 11
37 1 0 6 12 0 6 12
52 9 0 5 5 1 0 0 5
13 3 0 8 0 0 17 8
0 0 0 0 0 13
0 0 0 0 0 0
9 8 7
1 4 5
Pag e 1
2 3 28 33 4 3 53 6 3 6 3 +
0 0 0 0 0 0 0
1 4 5 0 5 10 0 3 1
0 7 7 1 3 5 2
7 0
5 5 0 1 6 5 0 1 6
0 0 5 5 0 5 3 2
1 2 6 0 6 0 0 4 0
5 0 5 0 10 0 5 5
2 5 0 0 0 8 2 5 9
0 0 0 1 3 0 0 7 4
0 10 0 0 0 0 9 0
3 1 5 5 4 4 1
7
Strata DK Feature Description 5/99
1991