FeatureNet ACD MIS - QPC

FeatureNet ACD MISReal-Time displayData boxDayRolling values from Midnight to now.IntervalRolling values as per Real-Time DataCalculation (set by ACD Group).Calls Deflected – Queue FullNumber of calls deflected due to themaximum physical queue size being metor exceeded.Calls Deflected – Queue WaitNumber of calls deflected due to themaximum call wait time threshold beingexceeded.Both of these figures are also available viaWallbound outputAdditional data itemsOverflowed InCalls answered by this group whichoriginated at another group.Overflowed OutCalls overflowed from this group(logical outflow).GOSTarget figure now shown for each group.Night ServiceIndicated for each group.Calls AnsweredNumber of calls routed through thisACD group that were answered byagents within this ACD group.Calls PresentedNumber of calls originating at this group’sphysical queue (or directly at an agentposition).Calls OfferedNumber of calls answered by this groupsplus number of calls abandoned whilstwaiting (in physical queue) to be answeredby this group.Call LoadNumber of calls eligible to be handled bythis group, either from physical or logicalqueue.Primary Outgoing CallNumber of calls initiated on an agentPrimary DN line.Agent informationEMKEmergency Key activated by agent.Indicated by EMK flashing at top rightof Agent Detail window, name of Agentflashes in the detail window anda * appears at the group name, if showinghistograms.Occupancy %Time on phone x 100/idle time duringlogged in time.Label changed for Agent state from IDLEto UNATTENDED.Agent Detail Display box is now sized inrelation to the number of Agent ACDGroup histograms displayed on screen.Expanded Agent Detail WindowThe per agent stats within the expandedagent detail window now include:■ Busy In Primary DN■ Busy Out Primary DN■ Recalls■ Wrap-Ups■ Available■ Busy In Secondary DN■ Busy Out Secondary DN■ Occupancy Percentage14