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202 Chapter 7 Real-time Monitors
Offered Last 15
Minutes
the total number of calls offered to the queue in the last 15 minutes of business
Time to Handle
Last 15 Minutes
the predicted duration callers, who call in the last 15 minutes of business, wait before
being answered by an agent
Average Handling
Time Last 15
Minutes
the average duration of calls from agent pick up to client hang up (including hold
time) during the last 15 minutes of business
% Handled Last 15
Minutes
the percentage of calls answered in the last 15 minutes of business, compared to the
total number of calls offered to the ACD queue for the day
Service Level %
Last 15 Minutes
the percentage of calls answered within your Service Level Time value in the last 15
minutes of business
Handled Last 15
Minutes
the total number of calls answered by agents during the last 15 minutes of business
Abandoned Last
15 Minutes
the total number of calls abandoned during the last 15 minutes of business
Interflowed Last 15
Minutes
the total number of calls interflowed during the last 15 minutes of business. Interflow
is a mechanism that directs a queue delayed call to voice mail or to another
answering point
Unavailable Last
15 Minutes
the total number of times, in the last 15 minutes of business, callers dialed the queue
and were rerouted because no agents were logged on to the queue or you set the
queue to Unavailable
See Current Queue Unavailable.
% Abandoned the percentage of calls that were abandoned. The % Abandoned = (Calls Abandoned
÷ Calls Offered).
% Abandoned Last
Hour
the percentage of calls that were abandoned in the last hour of business.
% Abandoned Last
15 Minutes
the percentage of calls that were abandoned in the last 15 minutes of business.
Remote Calls
Waiting
when you have more than one telephone system networked together, this is the
current number of calls waiting in a remote queue to be answered by agents at your
site
Remote Longest
Waiting
when you have more than one telephone system networked together, this is the wait
time for the caller waiting the longest in a remote queue to be answered by an
available agent at your site
Logged Out (Mitel
5000/Axxess)
the number of agents that are associated with the queue but not logged in to the
system
Logged In Not
Present (Mitel
5000/Axxess)
the number of agents that are logged into the Mitel 5000/Axxess, but not present in
the queue being monitored
Agent Unavailable
%
the percent of time the agent was set in Do Not Disturb or Make Busy and
unavailable
Table 7-7 Queue Now and Queue Group Now column headings
Term Meaning