Samsung OfficeServ 500 User Instruction

Also see for OFFICESERV 500 Series: Service manual System administration guide Quick setup guide Quick setup guide Quick setup guide

Contents

11Total Calls ReceivedThe total number of times that calls were sent to the UCD group number.This doesnot include calls sent to a station number that happens to be in a UCD group, thecall must be sent to the actual group number.This statistic includes calls that were answered by the group, Calls that went to agroup with all agents busy or out of group, calls that are abandoned, and calls thatgo 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 thatcalls were transferred from one agent to another. If this number is more than thetotal calls received by all the agents it is possible that calls were unanswered by anagent and went to final destination or callers hung up while in queue.This statistic includes: Calls answered by agent. Calls that are not answered by an agent and go to final destination. Calls that are sent to the UCD group but callers hang up before beinganswered.Longest Queue Time NowThis shows the longest call currently in queue. The queue time is calculated as fol-lows:Queue time begins when a caller starts to hear the first UCD message.Queue time ends when a caller is either: Answered by an agent. System gets disconnect from C.O. or Caller is transferred to final destination.CALL STATISTICSThe following is a description of statistics that can be viewed by a UCD Supervisor.Calls in Queue NowHow many calls are currently in queue.This statistic is a real time statistic and so will not print on a report.Abandoned CallsThis shows the number of callers that reached the UCD group, but hung up beforebeing answered. A high number probably means that there are not enoughagents available and the wait time is too long.Average Ring TimeThis is calculated from the time an agent begins to ring until the time an agent an-swers the call, this does not include ringing at an agent station that does notanswer or is logged out because of the ring next option.Number of Times All Agents BusyThis is the number of times that a call is placed to a UCD group and all agents arebusy or out of group. This check is made when the call is first placed to the group.If all agents are busy or logged out this counter is incremented. It will not incre-ment again for this call unless the call is answered and transferred back into theUCD group.Example: If there are 5 members in a group, 3 are Out of Group, one is busy, andone is idle, and a call is placed to the group, because there is an idle station the allagents busy counter is not incremented.If the idle station rings, does not answer, and is logged out, although the conditionof the group is now all agents busy the check has been made and the agent busystatistic does not increment. Also, if a call comes into a group with all agents busyand then one becomes idle the busy counter will increment because the check hasbeen made.Average Time in QueueThis 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 musthave heard the first UCD recording to be considered in queue.10