Avaya 38DHB0002UKFD user manual Dn Activity

Workforce Management Interface Main Screen

Connection

This indicates the Delta Server PC that the Workforce Management

Interface is currently connected to.

System Message

This indicates the status of the connection between the Delta Server and Workforce Management.

If the link between the Delta Server and Workforce Management is disconnected then a screen appears allowing you to reconnect to the server. The Find Server screen appears to resume connection to the Delta Server.

Dn Activity

This indicates the directory number activity on the telephone switche.

Dn Info

Select Dn – This option enables you to select the required directory number.

Dn Values – This is a historic presentation of the call data for the selected directory number.

•First I/C Presented – Number of new incoming calls presented to this dn. Exactly the same as that displayed on the Call Center View.

•Lost – Number of calls that rang this Dn and were then un-answered (by any Dn). (i.e. the caller hung up before it answered) The same as that displayed on the Call Center View.

•Num of Call Transactions Ans – The number of times that targeted group or agent answered an incoming call.

•Staffing Level – The number of available agents i.e. the number of agents logged on. This only applies the agent groups and not trunks or supertrunks because this will be zero.

•Avg Ans Time – (seconds) Average time that the DN was ringing. Sometimes called average answer time i.e. the time it took to answer the phone. The same as that displayed on the Call Center View.

•Avg Talk Time – Average time that operator was talking for. Sometimes called avg incoming duration. Exactly the same as that displayed on the Call Center View

•PCA - Percentage of Calls Answered within the target time. The same as that displayed on the Call Center View.

•GOS – The number of calls answered within the target answer time expressed as a percentage of calls presented. The same as that displayed in the Call Center View. (GOS = Grade of service)

Next Collection – The date and time the data will be downloaded. By default the contact centre data is downloaded every 15 minutes or on demand by clicking the Collect Now button.

Workforce Management Interface	Page 6
Installation/User Manual	38DHB0002UKFD Issue 4 (18/07/2002)