4.9 UCD CALL STATISTICS
CALLS IN QUEUE NOW
How many calls are currently in queue. This statistic is a real time statistic and so will not print on a report.
ABANDONED CALLS
This shows the number of callers that reached the UCD group, but hung up before being answered. A high num-
ber probably means that there are not enough agents available and the wait time is too long.
AVERAGE RING TIME
This is calculated from the time an agent begins to ring until the time an agent answers the call, this does not
include ringing at an agent station that does not answer or is logged out because of the ring next option.
NUMBER OF TIMES ALL AGENTS BUSY
This is the number of times that a call is placed to an UCD group and all agents are busy or out of group.This check
is made when the call is first placed to the group.
Example: If there are 5 members in a group, 3 are Out of Group one is busy and one is idle, and a call is placed to
the group, because there is an idle station the all agents busy counter is not incremented.
If the idle station rings, does not answer and is logged out, although the condition of the group is now all agents
busy, the check has been made and the agent busy statistic does not increment.
Also if a call comes into a group with all agents busy and then one becomes idle, the busy counter will increment
because the check has been made.
AVERAGE TIME IN QUEUE
This is calculated as an average of all the calls that were in queue.
Note that this is ONLY an average of the calls that were in queue. The caller must have overflowed to the UCD
recording to be considered in queue.
A call is considered in queue until it is answered or until it goes to the final destination.
TOTAL CALLS RECEIVED
The total number of times that calls were sent to a group. This includes calls that were answered by the group,
calls that went to a group with all agents busy or out of group, calls that are abandoned and calls that go to UCD
final destination. This includes intercom calls to the UCD group.
If this number is less than the total calls received by all the agents it is possible that calls were transferred from
one agent to another.
If this number is more than the total calls received by all the agents it is possible that calls were unanswered by
an agent and went to final destination or callers hung up while in queue.
This statistic includes:
a)
Calls answered by agent.
4.56
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