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4-44
Chapter 4
Business Features Package
UCD Agent Statistics
Logged in
The number of stations programmed in the UCD group and the number of stations that are
currently logged in. This is a real-time statistic and so will not print on a report.
Status
This screen shows the agent’s name, extension number and status. The status can be In
Group, Out of Group or in DND. This is a real-time statistic and so will not print on a report.
Calls Answered
The total number of calls answered by the agent. This does not include ‘ring no answer’ to an
agent station.
If this total number is less than the calls received by the group, it is possible that calls were
unanswered by an agent and went to the final destination or that callers hung up while in
queue.
If this total number is more than the calls received by the group, it is possible that calls were
transferred from one agent to another.
Average Call Time
This is an average of all the call durations for the agent.
Ring Time
This is an average of all the ring times for the agent. See UCD Call Statistics.