Samsung OFFICESERV 7100 - Manual (Page 37)

Agent Statistics
UCD supervisor positions using a display keyset can monitor the number of agents in a group and how many
agents are currently logged in. Each station’s status can be reviewed for the number of calls answered and
the average call length for the day.
Call Statistics
UCD supervisor positions using a display keyset can monitor the number of calls in queue, the longest wait
time for calls currently in queue, the average wait time for the day, and the total number of calls answered for
the day.
Group Supervisors
Multiple supervisors can be assigned to each group and one station can be given supervisor status for mul-
tiple UCD groups.The group supervisor (using a display keyset) can log agents in and out of the group in real
time to help manage the workload.
Printed Reports
UCD supervisor positions using a display keyset may run printed reports to a customer-provided printer,
showing the data available from the supervisor displays. These reports can be run manually or scheduled to
run at specific intervals.
OFFICESERV DATAVIEW
For users who require more power than the embedded reports can provide, the web-based OfficeServ™
DataView CTI application can be used for enhanced reporting and monitoring functionality. See separate
DataView Literature for more details.
UCD Statistics
OfficeServ™ DataView provides over a dozen different historical reports to provide detailed statistics on call
volume and call times as well as agent activity. Also included is a detailed Abandoned Call list to define each
lost call to the UCD group.
UCD Monitoring
OfficeServ™ DataView provides several different monitoring interfaces that allow users to easily see live con-
nection status and port activity for UCD groups and agents.
Wallboard-Style Display Windows
OfficeServ™ DataView is equipped with a series of wallboard-style displays which allow quick and easy visi-
bility of live call status information about the group, such as longest wait time, calls in queue, agents busy,
and more. This information can display as a personal PC Wallboard on an agent’s monitor. When used in con-
junction with customer provided large screen display, such as an LCD or plasma monitor (TV), these same
wallboard windows can provide this data to the entire call center from a greater distance with a level of clar-
ity and flexibility that isn’t possible with traditional LED wallboards.
CALL COSTING
The OfficeServ 7100 software provides programmable call costing tables to calculate the cost of incoming
and outgoing calls. Rates are calculated by the number dialed, and may include surcharges. Display keysets
can be set to show the call duration timer or the call cost. The SMDR report will show either the call duration
or the call cost depending on the station selection. One call handled by multiple callers will cost each call seg-
ment separately.
4.7
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