Lucent Technologies 6.1 manual Merlin LEGENDCommunications System Release

MERLIN LEGENDCommunications System Release 6.1		Issue 1
System Planning 555-661-112		August 1998
Prior Releases: Features and Enhancements
Release 4.2 Enhancements (June, 1997)		Page xxviii
	Improvements to Station Message Detail
	Recording (SMDR) and Support for MERLIN	0
	LEGEND Reporter Application

The SMDR feature is enhanced to provide more details about calling group agent activities and to help system managers assess the effectiveness of call centers in terms of both agent performance and the adequacy of facilities to handle inbound calls. These improvements apply to calling groups that are programmed as Auto Login or Auto Logout type. The SMDR and MERLIN LEGEND Reporter features listed are administrable:

■TALK Field. For Auto Login and Auto Logout calling groups, the TALK field records the amount of time a calling group agent spends on a call.

■DUR. (DURATION) Field. For Auto Login and Auto Logout calling groups, call timing begins when a call arrives at MERLIN LEGEND Communications System and not after a preset number of seconds. Call timing ends when the call is disconnected; either the caller or the agent hangs up. This allows the system manager to determine how long a caller waited for an agent’s attention.

■Coding of Calls on Reports. An asterisk (*) appears in the call record when:

a.A call is not answered by an Auto Login or Auto Logout calling group agent and is abandoned while waiting for an agent.

b.The call is answered by someone not a member of an Auto Login or Auto Logout calling group.

An exclamation point (!) signals that an Auto Login or Auto Logout agent handled a call that was answered by someone who was not a member of that Auto Login or Auto Logout with Overflow group. An ampersand (&) in the call record indicates that the group’s overflow receiver answered the call.