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Key Performance Indicators
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phone system maintenance / repairs
The bottom of the CBC screen shows a range of 'key performance indicators' for the system. These are either current figures or cumulative for the current day.
These details are updated every 10 seconds.
Shows if any alarms are currently active. If a single alarm is active, its name is shown. If several alarms are active, Multiple is shown. See Alarms for further details.
Shows the last alarm and when it occurred.
The number of calls presented both internally and externally.
The total number of calls that answered. The percentage figure is the percentage of calls answered against calls presented.
The total number of calls lost. The percentage figure is the percentage of calls lost against calls presented.
Active Incoming Calls
The number of incoming calls currently in progress.
Active Outgoing Calls
The number of outgoing calls currently in progress. Note that internal calls are also seen as outgoing.
The total number of calls made during the day.
The total number of calls in a queue, which are not ringing on a phone (both internal and external).
The total number of free and busy lines available. i.e. trunk utilization. The percentage figure shows the percentage of total lines in comparison to the available lines.
This shows the number of agents logged on. The percentage figure shows the number of agents in a ready state as a percentage of all agents on the telephone switch.
The average waiting time by a caller at the point when the call was lost.
Longest Call Waiting
The duration of the longest active call waiting.
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