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Agent Status Reports
Table 4: Agent Status Reports
Key # Sample Display Description
0 AVERAGE WAITING TIME 01:55 Average waiting time for agent
1 NUMBER OF ACD CALLS ANSWERED: 25 Number of ACD calls answered by agent
2 AVERAGE DURATION OF ACD CALLS 02:14 Average duration of ACD calls
3 NUMBER OF NON-ACD CALLS HANDLED: 3 Total non-ACD calls made/answered by agent
4 AVERAGE DURATION OF NON-ACD CALLS 01:27 Average duration of non-ACD calls
5 NUMBER OF TIMES AGENT MADE BUSY: 4 Number of times agents made busy
6 AVERAGE DURATION OF BUSY STATE 03:42 Average duration of make busy state
7 NUMBER OF ACD CALLS PUT ON HARD HOLD: 5 Number of ACD calls put on hard hold
8 AVERAGE HOLD DURATION OF ACD CALLS 00:32 Average duration of ACD calls on hard hold
Status Indicators
The following table illustrates the behavior of line status indicators.
Table 5: Status Indicators
Key Status Indicators
Prime Line Idle Off
Busy On
Queue Status No calls in queue Off
Calls waiting before 1st threshold time period On
Calls waiting between 1st and 2nd threshold time periods Slow flash
Calls waiting longer than 2nd threshold time period Pulsed flash
Calls have overflowed Fast flash
Agent Status Agent logged out Off
Agent logged in - no calls waiting Pulsed flash
Agent telephone made busy Fast flash
Agent on ACD call On
Agent on non-ACD call Slow flash
Holding an ACD call On
After call work timer On
Shift Shift not activated Off
Shift activated On