Ucd Agent Statistics - Samsung iDCS500 Manual

UCD AGENT STATISTICS

Logged in
The number of stations programmed in the UCD group and the number of stations that are currently
logged in.
This statistic is a real time statistic and so will not print on a report.
Status
This screen shows the agents name, extension number and status. The status can be In Group, Out of
group or in DND.
This statistic is a real time statistic and so will not print on a report.
Calls Answered
The total number of calls answered by the agent. This does not include ring no answer to an agent
station.
If this total number is less than the calls received by the group it is possible that calls were
unanswered by an agent and went to final destination or that callers hung up while in queue.
If this total number is more than the calls received by the group it is possible that calls were
transferred from one agent to another.
Average Call Time
This is an average of all the call durations for the agent.
Average Ring Time
This is an average of all the ring times for the agent. Ring times are previously explained.
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