Vertical Communications TeleVantage 7.5 Forced Break, Inbound Calls, Longest wrap-up, No Answer

	Agents Pane Information
Forced Break	Number of times the queue has automatically
	placed the agent in On Break status for letting
	queue calls ring unanswered, since the
	beginning of the current display period.
Inbound Calls	Number of incoming queue calls that the
	agent has participated in since the beginning
	of the queue's current display period,
	including inbound calls transferred from other
	agents in the queue.
Longest wrap-up	The length of time that the agent spent in the
	longest wrap-up after a call.
No Answer	Number of queue calls to the agent that rang
	unanswered, since the beginning of the
	current display period.
Outbound Calls	Number of outbound queue calls that the
	agent has participated in since the beginning
	of the queue's current display period,
	including outbound bound calls placed by
	other agents in the queue and then
	transferred to this agent.
Overflow	The agent’s overflow tier. If no number is
	listed the agent is a primary agent (assuming
	the overflow skill default is set to 0).
Personal Status	Name of the agent’s current personal status.
Name
Queue	Name of the agent’s queue.
Signed in	A check mark indicates that the agent is
	signed in to this queue.
Total calls - All	The total number of calls associated with this
	queue in which the agent has participated
	since the beginning of the queue’s current
	display period. Includes inbound and
	outbound calls, and calls where the agent did
	not answer or place the call (for example,
	joining another agent in a conference call or
	having another agent transfer a call to him)

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-7