An example screenshot is shown below:

The following functions are provided:

FunctionComments
FilterUse the filter to search for a particular group in a large list.
PastDisplay past (bygone) planned / actual calls entries.
CurrentDisplay the current planned / actual calls entries.
FutureDisplay the future planned / actual calls entries.
Not PlannedDisplay the dynamic priority groups where there are no planned calls entries.

Choose / configure the displayed columns and order.

The following values are provided per dynamic priority group (i.e. for all service numbers associated with a dynamic priority group) and some are provided as grand totals:

ColumnValue
NameThe name of the dynamic priority group. The green / red circle indicates the activation status of the dynamic priority group. It can be activated / deactivated by clicking on the circle.
Static PriorityThe current static priority is shown. This can be activated / deactivated by clicking on the circle. To the right functions are provided to increase / decrease and reset the static priority.
Current PriorityThe current dynamic priority as calculated and applied by the algorithm.
From - ToThe planned calls entry. The green / red circle indicates whether this entry is active or not. Clicking on the circle activates or deactivates the entry.
PlannedThe current number of planned calls. This is the figure the algorithm actually uses.
Planned OriginalThe original number of planned calls. This figure is for informational purposes only.
Status

The status of the planned / actual situation. This can be one of 4 values:

  • On Target (if the algorithm calculates that the target will probably be met)
  • Off Target (if the algorithm calculates that the target will probably not be met)
  • Success (if the target has been met)
  • Failed (if the target was not met)
Offered TodayThe number of calls offered today.
Answered TodayThe number of calls answered by agents today.
Hangups TodayThe number of calls abandoned by callers today. Note, for IN routing scenarios, this could simply be the case the IN took the call back and re-routed to another call center.
Refused TodayThe number of calls refused by the call flow in the system today (given busy before answer).
Offered Time SliceThe number of calls offered within the time slice.
Answered Time SliceThe number of calls answered within the time slice by agents.
DeltaPlanned - Answered Time Slice.
Hangups Time SliceThe number of calls abandoned by callers in the time slice. Note, for IN routing scenarios, this could simply be the case the IN took the call back and re-routed to another call center.
Refused Time SliceThe number of calls refused by the call flow in the system in the time slice (given busy before answer).
Offered 15 MinThe number of calls offered in the last 15 minutes.
Answered 15 MinThe number of calls answered by agents in the last 15 minutes.
Hangups 15 MinThe number of calls abandoned by callers in the last 15 minutes. Note, for IN routing scenarios, this could simply be the case the IN took the call back and re-routed to another call center.
Refused 15 MinThe number of calls refused by the call flow in the system in the last 15 minutes (given busy before answer).
Estimate Time SliceThe estimate for answered calls for the current timeslice.
Estimate 60 MinThe estimate for answered calls for the next 60 minutes.
Waiting NowThe number of callers waiting now.
Waiting Time Ø 15 MinThe average waiting time per caller for calls in the last 15 minutes.
Waiting Time Max. 15 MinThe maximum waiting time per caller for calls in the last 15 minutes.
Waiting Time Ø TodayThe average waiting time per caller for calls today.
Availability % Time Slice( Answered Timeslice / Offered Timeslice ) * 100.0
Availability % Today( Answered Today / Offered Today ) * 100.0
Logged-InThe number of agents logged into all groups associated with the dynamic priority group.
Logged‑In (Calls)The number of agents logged for calls into all groups associated with the dynamic priority group.
FreeThe number of free agents logged in for calls in all groups associated with the dynamic priority group.
BusyThe number of busy agents in all groups associated with the dynamic priority group.
Busy (DPG)The number of busy agents on a call (including ringing calls) for the particular dynamic priority group in all groups associated with the dynamic priority group.
Busy (DPGnr)The number of busy agents on a call (not including ringing calls) for the particular dynamic priority group in all groups associated with the dynamic priority group.
PostCall TACThe number of agents in all groups associated with the dynamic priority group who are in post call or recording a transaction code.
PostCall TAC %The percentage of agents in all groups associated with the dynamic priority group who are in post call or recording a transaction code.
OtherThe number of agents in all groups associated with the dynamic priority group who are in any other not previously associated status.


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