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Can someone clarify further reserved calls. "Reserved is used on network skillset calls. The Symposium/CC6 system "reserves" an agent for the duration of time it takes for the Meridian/Succession to set the call up across the network." What does this mean?? Thanks.

On my real time agent display I am showing an "in call status" of undefined, what does that mean.

can someone explain walkaway time?

what does "the selected path is not shared.please select shared path". What exactly does "shared path" mean?

If an agent is presented with a call and puts it on hold, is this included in the skillset talk time? Is there any report where this hold time time shows up?

On the Application Performance Report, does the Max Delay Before Answer count ring time as well as time waiting in the queue? Do service level thresholds count ring time also? So if I have a service level threshold of 80% of calls in 20 seconds and call waits in queue for 15 seconds and rings...

I understand the formula (talk time plus not ready time )/logged time can someone give me some guidelines or insight for what is a good number or bad number, thanks

On the Agent Peformance report there is a column titled "short call answered". These signal from what I understand that the agent might have rushed the call. I also understand that there is a "short call threshold" where calls that hang up within this threshold are not counted as abandoned...

Can someone please explain what "reserved for call" means on the agent performance report.

what is going on when this happens?

can someone provide documentation that explains the difference "presented time in Q" versus "net already serviced time in Q" in the associated data column on the call by call database. Thanks.

Anybody know why the default skillset priority is 6? Why not 1?

Can someone please tell what this means in layman's terms, it is showing up in my event data column in call by call database, thanks.

In the associated data column, what does a PRI: 6 mean? Thanks

If this is an application report as opposed to a skillset report, why if the column "Answer Delay" says 6:02, why would the "Delay at Skillset" also be 6:03?? Wouldn't the "Answer Delay" be the sum of the "Delay at Skillset" plus the "Delay at Application" since we have a menu?? Thanks.

If I have a call center with no menu and only one skillset and I want to answer 80% of our calls in 20 seconds, what do I set the skillset threshold at? how about the application? would they both be 20 seconds or does it take some time to pass the call from application to skillset if there is no...

Caller dials a cdn to get to one of our departments and it has no IVR menu and there is not an available agent. There is only one skillset. Does the time spent holding in the queue for an available agent show up in application or skillset reports or both? Thanks.

We have several call centers, one of which has a touch tone menu for the caller. The Application service level (percent of calls answered within target answer which is 20 seconds) is below 50% whereas our non menu areas are in the 80's. Should I measure an area with a menu at the skillset? Is...

We are setting up an IVR in a department with less than 10 people (non ACD group), we would like caller to press option 1 education and go to ext 1234 then if agent does not pick up after 4 rings to go to ext. 5678, then if that agent does not pick up for it to go to a department voice mail box...

We are in the process of trying to consolidate two geographically separated ACD call centers. One is primarily ACD with minimal DN calls; the other is the exact opposite, primarily DN calls with minimal ACD. The latter is preventing us from capitalizing on the full efficiency of ACD. We would...