Agent Status Reports, Status Indicators

Agent Status Reports

Table 4: Agent Status Reports

Key # Sample Display

0AVERAGE WAITING TIME 01:55

1NUMBER OF ACD CALLS ANSWERED: 25

2AVERAGE DURATION OF ACD CALLS 02:14

3NUMBER OF NON-ACD CALLS HANDLED: 3

4AVERAGE DURATION OF NON-ACD CALLS 01:27

5NUMBER OF TIMES AGENT MADE BUSY: 4

6AVERAGE DURATION OF BUSY STATE 03:42

7NUMBER OF ACD CALLS PUT ON HARD HOLD: 5

8AVERAGE HOLD DURATION OF ACD CALLS 00:32

Description

Average waiting time for agent

Number of ACD calls answered by agent Average duration of ACD calls

Total non-ACD calls made/answered by agent Average duration of non-ACD calls Number of times agents made busy Average duration of make busy state Number of ACD calls put on hard hold Average duration of ACD calls on hard hold

Status Indicators

The following table illustrates the behavior of line status indicators.

Table 5: Status Indicators

Key	Status	Indicators
Prime Line	Idle	Off
	Busy	On
Queue Status	No calls in queue	Off
	Calls waiting before 1st threshold time period	On
	Calls waiting between 1st and 2nd threshold time periods	Slow flash
	Calls waiting longer than 2nd threshold time period	Pulsed flash
	Calls have overflowed	Fast flash
Agent Status	Agent logged out	Off
	Agent logged in - no calls waiting	Pulsed flash
	Agent telephone made busy	Fast flash
	Agent on ACD call	On
	Agent on non-ACD call	Slow flash
	Holding an ACD call	On
	After call work timer	On
Shift	Shift not activated	Off
	Shift activated	On