ATT DEFINITY Communications System Generic 3 Instructions Manual

VuS tat s
Issue  3   March 1996
3-1235
When the Information Updates, or Vanishes
When activated, any disp lay feature that uses the second line of a two-line 
display, or the first line of a one-line display will overwrite and cancel the VuStats 
feature.
The VuStats display can be cleared by pressing the normal b utton. The VuStats 
button lamp will go d ark, and the display will return to normal mode.
The system administrator defines how long the VuStats  display will remain on the 
terminal, and how...

Feature Descriptions
3-1236Issue  3   March 1996 
On a two-line DCP display, VuStats  statistics ap pear on the second line. Any 
information currently on the second line of the disp lay is overwritten by VuStats. 
On a one-line display or BRI terminal, VuStats statistics overwrite the entire 
display line. To return to incoming call information, the agent presses the normal 
button.
If the display format links to another display, the agent can press the next button 
to see a d ditional information.
If...

VuS tat s
Issue  3   March 1996
3-1237
If the VuStats button is a dministered for an invalid agent, split, VDN, or trunk 
group, the button lamp flashes at a broken flutter indicating access to the feature 
is denied. An error message on the display indicates invalid administration. This 
should be reported to the system a dministrator.
If the b utton lamp flashes at a broken flutter for two seconds and no error 
message is displayed, it indicates that the maximum number of users are already 
displaying...

Feature Descriptions
3-1238Issue  3   March 1996 
Error Messages
The following error messages may display on the voice terminal when VuStats is 
being used.
Table 3-86. VuStats Display Error Messages
Error Message Condition
FORMAT [xx] NOT DEFINED where 
xx is the format number assigned to 
the button.The VuStats button is pressed but the 
display format assigned to the button 
is not defined . (The “ Format 
Description”  field on the “ Disp lay 
Format”  form is blank.)
FORMAT [xx] DOES NOT ALLOW OR...

VuS tat s
Issue  3   March 1996
3-1239
Call Center Example
Because of its flexibility VuStats can be used in a variety of ways, meeting the 
requirements of multiple users with different a p plications. This call center 
example is just one representative sample of a VuStats a p plication.
The following illustration shows the structure of a sample call center.
Figure 3-32. Sample Call Center
In the call center pictured above, the following conditions are true:
nIf the split queue is full, calls to split...

Feature Descriptions
3-1240Issue  3   March 1996 
The following sections d esc ribe the VuStats display requirements for each group, 
agent 12, and the three sp lit supervisors.
Split 1
Split 1 has the objective of processing 40 sales calls per hour. To evaluate their 
success towards reaching this goal, agents might want to know:
nThe objective.
nThe rate at which they have b een answering calls.
nThe rate at which all members of the split have b een answering calls.
nHow their average time spent...

VuS tat s
Issue  3   March 1996
3-1241
Figure 3-33. Split 1 Displays
For mat 1
OBJ = 40 MYRATE = 36 SPLITRATE = 42
For mat 2
SPLITTALK = 4:25 MYTALK = 4:00
For mat 3
STAFF=6 AV=0 AUX=1 WAIT=4 %SER=87 (The split objective is 40 calls per hour. The agent is handling calls at a rate of
36 per hour. The split is handling calls at a rate of 42 per hour.)
NEXT
NEXT
(The average talk time per call for the split is 4:25, the average talk time per call
for this agent is 4:00.)
(For the split: agents staffed...

Feature Descriptions
3-1242Issue  3   March 1996 
Splits 2 and 3
Agents in splits 2 and 3 have not d efined objectives for their splits. However, 
agents still want to review b asic performance statistics including:
nThe total ACD calls the agent has answered during the day.
nThe average speed of answer during the day for each sp lit the agent is 
logged into.
The a gents also want to be a ble to view statistics to determine when to enter AUX 
mode. In this example a separate display is set up for each...

VuS tat s
Issue  3   March 1996
3-1243
Figure 3-34. Splits 2 and 3 Displays
For ma t 4
NEXT
NEXT
For ma t 5
S=2 STAFF=4 AV=0 AUX=0 WAIT=6 %SER=90
(In split 2 agents staffed equals 4; agents available equals 0; agents in AUX
work mode equals 0; calls waiting in queue equals 6; and percent of calls
answered within the acceptable service level equals 90%.)
For ma t 6
S = 3 STAFF = 4 AV = 0 AUX = 0 WAIT = 8 %SER = 87
(In split 3 agents staffed equals 4; agents available equals 0; agents in AUX
work mode...

Feature Descriptions
3-1244Issue  3   March 1996 
Split 4
Split 4 has the objective of maintaining 95 percent of calls answered within the 
acceptable service level. To meet this o bjective agents need to know: 
nThe objective.
nThe current percent of calls within the acceptable service level.
nThe number of seconds within which calls must be answered to be 
acceptable.
nThe current average sp eed of answer for the split.
Agents also would like to be alerted when the percent within service level drops...