Assessments - 2, GPA: 5
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Connection This indicates the Delta Server PC that the Workforce Management Interface is currently connected to. System Message This indicates the status of the connection between the Delta Server and Workforce Management. If the link between the Delta Server and Workforce Management is disconnected then a screen appears allowing you to reconnect to the server. The Find Server screen appears to resume connection to the Delta Server. Dn Activity This indicates the directory number activity on the telephone switche. Dn Info Select Dn – This option enables you to select the required directory number. Dn Values – This is a historic presentation of the call data for the selected directory number. First I/C Presented – Number of new incoming calls presented to this dn. Exactly the same as that displayed on the Call Center View. Lost – Number of calls that rang this Dn and were then un-answered (by any Dn). (i.e. the caller hung up before it answered) The same as that displayed on the Call Center View. Num of Call Transactions Ans – The number of times that targeted group or agent answered an incoming call. Staffing Level – The number of available agents i.e. the number of agents logged on. This only applies the agent groups and not trunks or supertrunks because this will be zero. Avg Ans Time – (seconds) Average time that the DN was ringing. Sometimes called average answer time i.e. the time it took to answer the phone. The same as that displayed on the Call Center View. Avg Talk Time – Average time that operator was talking for. Sometimes called avg incoming duration. Exactly the same as that displayed on the Call Center View PCA - Percentage of Calls Answered within the target time. The same as that displayed on the Call Center View. GOS – The number of calls answered within the target answer time expressed as a percentage of calls presented. The same as that displayed in the Call Center View. (GOS = Grade of service) Next Collection – The date and time the data will be downloaded. By default the contact centre data is downloaded every 15 minutes or on demand by clicking the Collect Now button. Data Collection Every 15 minutes or on demand, the data is collected and a file is produced in the C:\Program Files\Avaya\IP400\CCC\BluePumpkinInterface\ACDLink directory. The file is saved as a CSV (Comma Separated Variable) file. The file format is: File Format example: ARI200002141330.csv Example of data in the CSV file: 0, Date: 20010510 0, Time: 13:45:00 1,0,0,0,9,0,0,0,0, . . 1,4750,44,0,73.07,44,68,0,9, . . 1,6999,0,0,0,0,0,0,0, 9,***End of Data***. Description of data message: 0, Date: YYYYMMDD - start of data message 0, Time: HH:MM:SS 1, dn, First I/C Present, Lost, PCA, GOS, Num Call Transactions Ans Avg And Time, Avg Talk Time, Avg Wrap Time (this figure is always zero), Staffing Level. 9 - end of data message Note: To view the contents of the above files, use Windows Notepad. Index C CSV File......................................................................................................................................................................7 D Data Collection...........................................................................................................................................................7 Data Format................................................................................................................................................................7 Dn Info........................................................................................................................................................................5 F File Format..................................................................................................................................................................7 Forecasting.................................................................................................................................................................3 R Rostering.....................................................................................................................................................................3 S Scheduling..................................................................................................................................................................3 System Message........................................................................................................................................................5 W Workforce Management Interface..........................................................................................................................3, 5 Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its discretion. The publication of information...
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