Agent Hold |
Communication Manager counts all time, including ACD calls on hold, in the calculations for total work time and occupancy. If Multiple Call Handling (MCH) is active, Communication Manager includes the time spent in all skills. |
Agent Login and Logout |
With percent-allocation and Least Occupied Agent (LOA), Communication Manager starts calculations for total work time and occupancy when agents log in to the system. If an agent logs out of the system and logs in again, Communication Manager restarts the calculations. |
Call Coverage |
Communication Manager includes the time that calls ring at a station. |
Call Forwarding |
Communication Manager includes the time that calls ring at a station. |
Call Park |
Communication Manager does not include parked calls. |
Call Pickup |
Communication Manager includes the time that calls ring at a station. |
Conference or Transfer |
Communication Manager includes the time calls are on hold before a conference or a transfer. |
Non-ACD calls |
Communication Manager does not include the time spent on non-ACD calls. |
Redirection on No Answer (RONA) calls |
Communication Manager includes the time that calls ring at a station. |
Timed After Call Work (TACW) |
If you set ACW Considered Idle to y, Communication Manager does not include the time spent in call-related activities. |
VDN of Origin Announcement (VOA) |
Communication Manager includes the time that an agent spends listening to VOA. |
