MDR: Op Stats
EVE vs. Infinity Op Stats
Report Header |
System |
Description |
Unit of Measure |
| Worktime Summary | EVE | Time spent in various call states. | |
| Infinity | Time spent in various call states, all percentages are the % time logged in. | ||
| Call Summary | EVE | Contains counts for a variety of operator activities, sevral fields show % also. These are statistics accumulated during the progress of calls. | |
| Infinity | Shows how calls were distributed to this operator. | ||
| Use of Call Processing Time | Infinity | Displays some Op statistics as a time slice chart. The MINS are in tenths of a minute or equivalent to 6 seconds (ring cycle). The numbers under the MINS are %s of the TOTAL, the average is listed to the right. | |
| Supervisor | EVE | Time Op spent in Supervisor mode after logging in. | Hrs/Mins |
| Infinity | Time spent logged into Infinity Supervisor software. | Mins/Tenths | |
| Operator | EVE | Time spent logged in as an Operator. | |
| ON | Time spent turned ON, time spent handling calls. % of time spent in Operator & turned ON. | Hrs/Mins % | |
| OFF | Time spent turned OFF. % of time spent in Operator & turned OFF. | Hrs/Mins % | |
| Logged In | Infinity | Time spent logged in as an Operator. | |
| ON | Time the Operator spent in the ON state. % of time spent in Operator & turned ON. | Mins/Tenths % | |
| OFF | Time the Operator spent in the OFF state. % of time spent in Operator & turned OFF. | Mins/Tenths % | |
| Calls | Infinity | Time spent taking calls, counts time with a call hi-lighted on screen. % of total Op time that was spent with calls hi-lighted on screen. | Mins/Tenths % |
| Calls Assigned | EVE | All live calls displayed on Op screen, includes first time ringing, FLC ringing, revert to Op from VM, ADAM checkins, intercom calls that dialed Op, reassigns and Auto-Answer holds (Answers+Abandons+Auto Answers+Reassigns=Calls Assigned). |
Per Call |
| Assigned | Infinity | All calls that appeared on the operators screen (Abandons+Reverts+Answered=Assigned). | Per Call |
| Answers | EVE | Number of calls the Op connected to, counted as answered only once, no parks. Percentage is % of number of calls assigned. | Per Call % assigned |
| Answered | Infinity | Total number of calls that the Op connected to. | Per Call |
| Secretarial | Total number of answered Secretarial calls. % of the total number of calls answered. | Per Call % answered | |
| Checkin | Total number of answered Checkin calls. % of the total number of calls answered. | Per Call % answered | |
| Abandons | EVE | Calls that reached an Op screen but disconnected before answered, FLC Auto-Answers, FLC office answers. Abandons as a Percentage of Calls Assigned. | Per Call % assigned |
| Infinity | Calls that reached an Op screen but disconnected before answered | Per Call | |
| Auto-Answers | EVE | Calls that appear on screen then Auto-Answered by ASP or MSP switch. Auto-Answers as a % of Calls Assigned. | Per Call % assigned |
| Reassigns | EVE | Calls that have been on a screen, not answered and reassigned by EVE, reassign time is a System Option. Reassigns as a percentage of Calls Assigned. | Per Call % assigned. |
| Infinity | Calls that have been on a screen, not answered and reassigned by EVE, reassign time is a per Client Option. | Per Call | |
| Messages Taken | EVE | Counts Messages Taken by this Op. Logged when Op presses DONE, MSG TAKEN, TAKE MSG, PAGE, PRINT, REPEAT, skewed by blank msg saves and the Message Taken Timer. | Per Call |
| Messages Time | EVE | Time Op spent on a call that resulted in a message, includes TALK and HOLD time and all time spent when Op enters the message taking mode and saves a message. | Mins/Tenths |
| Infinity | To get a Message Taken statistic. Secretarial Calls Answered – Calls w/No msg = Messages Taken. Infinity cannot take blank messages. | ||
| Specials Taken | EVE | Records each time the Op presses the SPECIAL key. | Per Call |
| Specials Time | EVE | Time spent taking a SPECIAL from a client, logged when SPCL key has been pressed, includes CHECKIN time when client calls in, gets relayed message and leaves a SPECIAL. | |
| Infinity | (There is no comparable statistic) | ||
| No Messages | EVE | When the Op presses the NO MSG key w/ cursor on right side of screen in a live call. | Per Call |
| No Messages Time | EVE | TALK & HOLD time spent on calls that did not result in a message, includes NO MSG key pressed after connecting to a call and Op in message taking mode pressing DONE. | Mins/Tenths |
| Calls w/ No Msg | Infinity | # of secretarial calls where no message was taken. Percentage of total of answered secretarial calls. | Per Call % |
| Messages Delivered | EVE | Number of messages marked Delivered by an op, NOT alphas auto marked Delivered. | Per Msg |
| Infinity | (There is no comparable statistic) | ||
| Holds | EVE | Counted each time Op puts a caller on HOLD. Can use HOLD, LINE, DIAL, & HOLD & PARK keys, does not count Auto-Answer hold. | Per Hold |
| Calls w/Hold | Infinity | Counts each CALL that was put on hold by Op. Percentage of all answered calls. | Per Call % |
| Callouts | EVE | Callouts initiated by Op with DIAL or VOICE keys, includes paging strings with NO P or V character, screen dialing, manual dialing and VOICE key dialouts, affected by the CALLOUT TIMER. | Per Callout |
| GEnesis II | Includes VM callouts (Op calls to VM w/M in string) | ||
| Infinity | Total number of Callouts. | Per Callout | |
| Calls w/Callout | Infinity | Number of Calls that had at least one Callout, DOES NOT include Overdials or Autodials. | Per Call |
| Pages | EVE | Records tone, voice, digital and alpha pages when the dial strings have V or P initiated by the Op, all pages initiated with the PAGE key (exception: with N in the dial string), DOES NOT record PAGE on MSG TKN feature in Enhanced Alpha Paging. | Per Page |
| Infinity | (There is no comparable statistic) | ||
| Patches | EVE | Records the number of Patch actions initiated by this Op by creating a PATCH with the PATCH or CONF key or checks an existing PATCH, DOES NOT count Patches created with Forward feature. | Per Patch/Chk |
| Genesis II | Includes VM patches (Op patches he(r)self and caller to VM using a string with M) | ||
| Infinity | (There is no comparable statistic) | ||
| Parks | EVE | REcords each time the Op uses the PARK key, does not count HOLD & PARK transfers | Per Park |
| Calls Transferred | Infinity | Records each time the Op uses the PARK or HOLD & PARK key to transfer. | Per Park/H&P |
| Hold Alerts | EVE | Records each time an account exceeds the time on HOLD as set on the HOLD ALERT TIMER in SYSTEM OPTIONS. | Per Action |
| Hold Time | EVE | ime in HOLD on incoming secretarial and checkins initiated with LINE or HOLD keys by an Op, does not count Auto-Answer holds. Compares HOLD time to CALL time for a % stat. Mins/Tenths |
Mins/Tenths% |
| Holds | Infinity | Use of call processing time spent on HOLD time, could be used to interpret the percentage of HOLD time that exceeded the number used in EVE to activate the HOLD ALERT. | Tenths Mins |
| Disc Alerts | EVE | Records each time an account exceeds the time on DISC as set on the DISCONNECT ALERT TIMER in SYSTEM OPTIONS/ | Per Action |
| Disconnect | Infinity | The use of Call Processing Time spent on Disconnects, could be used to interpret the percentage of DISC time that exceeded the number used in EVE to activate the DISC ALERT. Stat includes total of all non-live calls on the Op screen. | Tenths Mins |
| Calltime | EVE | Total time Op spent handling live calls, includes incoming, callouts, and hold time, time in TALK, DIAL, & HOLD for MSG TKN, SPLS TKN, NO MSGS, CHKNS, CALLOUTS, PAGES, does not include patch time or RING, DISC, or CONF state. TALK TIME+DIAL TIME+HOLD TIME=CALL TIME. | Mins/Tenths |
| Talk Time | EVE | Time spent in TALK state with incoming live calls, includes time from Message Taken, No Messages, Specials Taken and Checkins, DOES NOT include time for HOLD, CALLOUT, FETCHED, REPEATS OR DISC. TALK TIME+HOLD TIME=MESSAGES+NO MESSAGES+CHECKINS+SPECIALS. Compares TALK time to CALL time as a percentage. | Mins/Tenths % |
| Infinity | Total time Op spent talking on live calls. Percentage of all time. | Mins/Tenths % | |
| Checkins Time | EVE | Time Op spent relaying calls in CHECKIN mode. | Mins/Tenths |
| Secretarial Talk | Infinity | The use of Call Processing time in the total talk time spent on Secretarial calls. | Tenths Mins |
| Other Talk | Infinity | The use of Call Processing time in the totalk talk time spent on Secretarial calls. | Tenths Mins |
| Other Talk | Infinity | The use of Call processing time in the totalk talk time spent on Checkin calls. | Tenths Mins |
| Avg Talk Time | Infinity | Average amount of time Op spent on calls in Talk, TK1, TK2 | Mins/Tenths |
| Secretarial | Average time Op spent on live secretarial calls. | Mins/Tenths | |
| Checkin | Average time Op spent on live checkin calls. | Mins/Tenths | |
| Dial Time | EVE | Time spent on callouts, includes time in DIAL and TALK states during a dialout, includes time on dialouts that end as busy or no answer. | Mins/Tenths |
| Genesis II | Time when Op uses dial string with M character to call VM to recite a message. Dial Time is compared to Call Time for a % stat. | % | |
| Callout Time | Infinity | Shows total time spent on callouts. Percentage of callout time over all time on calls. | Mins/Tenths % |
| Callouts | Infinity | The use of Call Processing Time spent on Callouts | Tenths Mins |
| TTA | EVE | Shows percentage of calls answered on each ring, 1-9, & more than 9 (++), also shows average number of rings based on all calls answered. | Tenths Mins |
| Time to Answer | Infinity | Use of call processing time spent answering calls based upon 6 second ring cycle. | Tenths Mins |
| Reverts | Infinity | Number of calls redistributed using ALL REVERT or NEW REVERT keys. | Per Call |
| Call Reverts | Infinity | Number of times the call revert function was used. | Per Action |