Vertical Communications TeleVantage TeleVantage 7.5 Manual de usuario descargar pdf (Pagina 315)

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-9

Agents on break Number of agents currently signed in and in

the On Break personal status.

Agents ready Number of agents waiting to receive queue

calls. Ready agents are those who are signed

in, have their personal statuses set to

Available or Available (Queue Only), and are

not currently off hook or in a wrap-up period.

Signed in and

available

Number of agents eligible to receive queue

calls, including those currently on a call or in

wrap-up period. To receive queue calls an

agent must be signed in and in a personal

status whose Queue calls field is set to “Yes,”

such as Available or Available (Queue Only.)

% agents ready The percentage of agents eligible to receive

queue calls who are currently waiting for a

call. The others are either off hook or in a

wrap-up period.

Calls waiting

Number of calls currently waiting on the

queue.

Calls being placed

Number outbound calls in the process of

being placed. (Connected outbound calls are

not counted.)

Agents wrap-up

Number of agents currently in the wrap-up

period following a queue call.

Inbound Statistics

Calls answered Number of calls answered by an agent.

Calls transferred out

Number of calls transferred out of the queue

without being handled by an agent, as a result

of callers pressing the transfer key.

Calls received Total number of calls received, including

abandoned calls.

Calls abandoned Number of callers who hung up without talking

to an agent.

Calls completed Number of completed calls in which a caller

finished talked with an agent. Completed calls

are calls that ended by hanging up or

transferring.

Queue Statistics Pane

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Vertical Communications TeleVantage TeleVantage 7.5 Manual de usuario Pagina 315

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