Lost Call - Toshiba Strata DK14 General Description Manual

Automatic Call Distribution
ACD Feature Interaction

Lost Call

Provides a summary of calls that were disconnected before being answered or that left the queue
after the queue timer period expired (see
intervals (defined by the System Administrator).
This information is useful when determining the length of waiting periods before delay
announcements are given, or ACD calls overflow into another group. The Caller ID and ANI
numbers of callers that hang up while waiting in queue are not shown on the Lost Call report.
These numbers are stored in system memory and can be displayed at a Supervisor telephone or
other designated LCD telephone.
0 0: 0 0
2 3: 5 9
T i me
H H MM
6 : 00
7 : 00
8 : 00
9 : 00
10 : 00
11 : 00
12 : 00
13 : 00
14 : 00
15 : 00
To t l
Figure 47 SMIS Lost Call Spectrum - Daily
Supervisor Group
The Supervisor's Group report provides call processing and after-call activity information for
ACD groups. The report is similar to the Agent Performance report except that instead of detailing
each Agent's statistics, group totals based on a requested time frame are shown.
Daily reports reflect each hour in the day. Monthly reports reflect each day in the month. Yearly
reports reflect each month in the year. All Agent calls originated are reported in the Internal
section of PBX calls. Originated External is blank. See
340
6 /1 0 /9 7 Lost C a l l Spect r um – Da il y
6 /1 0 /9 7 ACD G ro u p : 1
No No Avg Max
Ca l ls Ca lls % L o s t L o s t
Of fr d Lo s t L o st Dly Dly
6 0 0 0 0
2 1 0 0 0 0
1 7 2 1 2 69 12 1
2 0 1 5 32 32
2 0 1 5 98 98
1 7 0 0 0 0
2 4 3 1 3 2 80 4 45
1 2 0 0 0 0
1 8 10 5 6 3 33 6 09
1 3 3 2 3 3 86 85 2
1 6 8 20 1 2 1 09 85 2
Figure 47). Percentages are calculated based on 13 time
Pe rce nt Cal ls Los t W ith in x Sec on ds
2 4 6 8 1 3 1 8 2 3 28
0 0 0 0 0 0 0
0 0 0 0 0 0 0
0 0 0 0 0 5 0 0
0 0 0 0 0 0 0
0 0 0 0 0 0 0
0 0 0 0 0 0 0
0 0 0 0 0 0 0
0 0 0 0 0 0 0
0 0 0 0 0 0 0 10
0 0 0 0 0 0 0
0 0 0 0 0 5 0
Figure 48
Page 1
3 3 43 53 6 3 63 +
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 50
0 1 00 0 0 0 0
0 0 0 0 0 100
0 0 0 0 0 0
0 0 0 0 0 100
0 0 0 0 0 0
0 0 0 0 90
0 0 0 0 0 10 0
5 5 0 0 0 85
1993
for an example.
Strata DK Feature Description 5/99