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4.8 UCD AGENT STATISTICS OVERVIEW
The UCD feature provides various statistics regarding agent activity for 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.
LOGGED IN
The supervisor's display will show the number of stations assigned to the UCD
group and the number of stations that are currently logged in. Because this statistic
is a real time statistic it 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. Because this statistic is a real time statistic it
will not print on a report.
CALLS ANSWERED (TODAY)
This indicates the total number of calls answered by the agent. This does not in-
clude 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 not answered by an agent and therefore 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 a specific agent
AVERAGE RING TIME
This is an average of all the ring times for a specific agent. Ring time is explained in
Call Statistics.
4.6). This overview explains how they are calculated
4.8.1
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