iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
11
2.10 ACD Group/Agent Call Traffic
Description
ACD Group Call Traffic and Agent Call Traffic are automatically saved in the System.
Supervisor and Assistant Supervisors can check these kinds of Traffic data on their IP/Digital-
Phone. And also Supervisor and Assistant-Supervisors can access ACD Group Call Traffic and
ACD Agent Call Traffic menu in WMS and then check and clear Traffic data.
ACD Group Call Traffic can be printed periodically as Information-Data format through TCP port.
And also Supervisor and Assistant Supervisors can print these kinds of data manually.
Operation
1. Supervisor and Assistant Supervisors can check ACD Group Call or Agent Call Traffic
with {ACD Supervisor Traffic Info} feature code.
1) ACD Group Call Traffic
ACD Group call data will be saved and Traffic Data format is just like bellow lists.
Total Calls Count
Unanswered Call Count
Average Call Time 00:00 (minute: second)
Average Ring Time 00:00 (minute: second)
Busy Count and Time 00:00:00 (hour: minute: second)
Number of calls count in Current Queue
Average Queued Time 00:00 (minute: second) and Longest Queued Time 00:00
(minute: second)
− Supervisor can check all of data with Volume Up/Down Key or Up / Down in Navigation
Key.
− During checking the Group Call Traffic information, Supervisor can clear all of Group Call
Traffic with [SPEED] button. If Supervisor uses 3-soft keyset, Delete menu will be
displayed at 3-soft menu.
− Average Call time means average conversation time of all of agent ACD call.
− Busy count means how many times all of agents are busy. And Busy time means total
accrued Times of Agent’s busy state.
− Information about Queued data will be always computed when there are queued ACD
calls in Queue.
2)
Agent Call Traffic
Agent’s ACD call data will be saved and Traffic data format is just like bellow lists.
Total Calls Count
Unanswered Call Count
Average Call Time 00:00 (minute: second)
Average Ring Time 00:00 (minute: second)
Last Log-In Time 00:00:00 (hour: minute: second)
− When Supervisor enter Agent Call Traffic feature, first agent data will be displayed. And
Supervisor can check all of agent data with Volume-Up/Down button or Up/Down in
Navigation Key.
− During checking the Group Call Traffic information, Supervisor can clear all of Group Call
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