Reliant Octel 300 Spezifikationen PDF herunterladen (Seite 249)

IP Office Product Description

IP Office 4.2

Page 249

Issue 18.b.- (08 July 2008)

Alarms

The Small Business Contact provides different levels of alarms for the supervisor and agent to properly

manage their call center activity. As parameters move from a normal to alarm state, the color of the field

within the realtime view will change depending upon the level of alarm; white for normal, yellow for caution,

red for alarm, and blue for alarm acknowledged. The following statistics can have alarms set against them

within the SBCC:

· Answered Calls

· Answered Internal (Direct)

· Answered Internal (Hunt Group)

· Answered External (Direct)

· Average Speed of Answer Percentage (ASA%)

· Average Speed to Answer Time

· Call Share

· Calls Waiting

· Agent State and Time in State (System)

· Agent State and Time in State (This Group)

· Grade of Service

· Hunt Group State and Time in State

· Internal Made

· Lost Calls

· New Messages

· Num Agents After Call Work

· Num Agents Available

· Num Agents Logged On

· Num Agents Pause Time

· Num Agents Present

· Num Agents Ringing

· Outbound Calls

· Overflowed Calls

· Refused Calls

Agent View (PC Wallboard)

In Small Business Contact Center, the Agent view is part of the agent reporting license, every licensed agent

will be able to run their own view. An Agent is able to login via a thin client web browser session and associate

with a Supervisor. The Agent view also displays any alarms that have been set by the Supervisor and is

featured to act as a PC Wallboard display.

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Reliant Octel 300 Spezifikationen Seite 249