Incoming calls are "stacked" and delivered to eligible employees as they become available. Users can customize prompts, add hold music, play "chime" messages while the customer waits, and monitor call load and employee availability.
The Statistics screen displays status indicators and real-time statistics that represent a snapshot of activity associated with the selected ACD Extension. This data can be narrowed down by the day or the past (24, 6, 1, .5) hours.
Basic ACD Status information displays at the top of the screen. Toggle between viewing the statuses in percentage and numerical form.
|Agents Logged In||The number on the left indicates the total number of Agents who are currently logged in as available on the ACD. The second number is the total number of Agents who are assigned to this ACD extension and could potentially log in.|
|Idle Agents||The first number indicates the number of Agents who are currently available and who are not on an active call; the second number indicates the total number of Agents who are currently logged in as available.|
|Calls in Queue||This shows the total number of calls in the queue vs. the total number of calls allowed from the amount entered in the Max Calls in Queue limit.|
|Calls Being Served||The first number shows the number of calls that were answered and are in the process of being assisted; the second number shows all calls waiting to be served.|
A snapshot of activity appears here. Filter activity (Statistics Interval) by the following: Today, Yesterday, Past 24 Hours, Past 6 Hours, Past 1 Hour, and Past 30 Minutes. "Today" is defined as midnight (Mountain Time) the previous day to right now. Statistics are reset at midnight each day. The measurements reported are:
|Current Wait Time||This reflects the longest time, right now, that an inbound ACD caller has been waiting to reach an Agent. If the caller was transferred to the ACD after first reaching another User within the phone system, the amount of time spent on that conversation, before being transferred to the ACD, will be included as Wait Time.|
|Average Wait Time||This is the average number of minutes/seconds that an inbound caller has waited today to speak to an Agent or to a user designated as part of the Final Destination. This would include any time spent in a conversation prior to being transferred to the ACD Extension.|
|Average Talk Time||This is the average amount of time in minutes:seconds spent on a call across all Agents. The time included is from the time the call was picked up until the Agent hangs up.|
This indicates the number of calls that were returned after being unanswered in the queue. The caller chose to receive a call back rather than waiting in the queue. Expand the table to view Start Time (when the call was returned), Caller Name, Caller Number (the number the caller used), Called Number (the number the agent returned the call to), Callback Number (the number the caller entered), Call Status (see below), Duration (length of call), and Agent Name. The following are Call Status options:
|Received Calls||This number reflects the total calls directed to the ACD, either direct-dialed or transferred.|
|Answered Calls||This number reflects the total calls answered today by Agents or by any user designated as the Final Destination.|
|Abandoned Calls||This statistic is incremented any time an incoming call reaches the queue, but is terminated by the caller (caller hangs up) at any point before reaching an Agent or before the “beep” of the voicemail recording prompt. Expand the table to view call information, including Abandoned Time, and number of External and Internal Abandoned Calls.|
|Overflow Calls||This indicates the number of calls that were not answered by an Agent in the queue, and instead were routed to the queue's Final Destination. Possible reasons for this are Queue Timeout (the call was waiting longer than the configured, allowed time on hold), the Final Destination Shortcut was keyed by the caller, the Agent logged out when the call was in the queue, no Agent was available, or there were too many calls in the queue (Queue Overflow). Expand the table to view the particular reason for each call in the list.|