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MERLIN LEGEND Communications System Release 6.1
Installation
555-661-140
Issue 1
August 1998
Prior Releases Features and Enhancements
Page xlii
Release 4.2 Enhancements (June, 1997)
Improvements to Station Message Detail
Recording (SMDR) and Support for MERLIN
LEGEND Reporter Application
The SMDR feature is enhanced to provide more details about calling group
agent activities and to help system managers assess the effectiveness of call
centers in terms of both agent performance and the adequacy of facilities to
handle inbound calls. These improvements apply to calling groups that are
programmed as Auto Login or Auto Logout type. The SMDR and MERLIN
LEGEND Reporter features listed are administrable:
■ TALK Field. For Auto Login and Auto Logout calling groups, the TALK
field records the amount of time a calling group agent spends on a call.
■ DUR. (DURATION) Field. For Auto Login and Auto Logout calling
groups, call timing begins when a call arrives at MERLIN LEGEND
Communications System and not after a preset number of seconds. Call
timing ends when the call is disconnected; either the caller or the agent
hangs up. This allows the system manager to determine how long a
caller waited for an agent’s attention.
■ Coding of Calls on Reports. An asterisk (*) appears in the call record
when:
a A call is not answered by an Auto Login or Auto Logout calling
group agent and is abandoned while waiting for an agent.
b The call is answered by someone not a member of an Auto Login
or Auto Logout calling group.
An exclamation point (!) signals that an Auto Login or Auto
Logout agent handled a call that was answered by someone who
was not a member of that Auto Login or Auto Logout with
Overflow group. An ampersand (&) in the call record indicates
that the group’s overflow receiver answered the call.
MERLIN LEGEND Reporter
MERLIN LEGEND Reporter provides basic call accounting system reports for
all incoming calls to Auto Login or Auto Logout type calling groups. MERLIN