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Call
ACD Report
- Call Report
Unanswered is displayed when the agent did not answer the call if the ICD group distribution method is set to Uniform
*1
Call Distribution or Priority Hunting.
Displayed only when the ICD group distribution method is set to Uniform Call Distribution or Priority Hunting.
*2
The unanswered wait time is displayed when the call was Unanswered and the ICD group distribution method is set to
*3
Uniform Call Distribution or Priority Hunting.
Note
The displays described in *1–*3 can be changed through system programming. For details,
consult your system administrator.
No graphical data is supported for Call Report.
b.
The results report can be output in one of the following 2 ways:
•
Export: Click Export, and save the report file.
•
Print: Click Print to print the report.
c.
Click Close.
Start Date
The start date of the call.
Start Time
The start time of the call.
(HH:MM:SS)
End Date
The end date of the call.
End Time
The end time of the call.
(HH:MM:SS)
Result
The processing result. (Answered/
Abandoned/Overflowed/
Unanswered
ICDG
The incoming ICD Group number.
Incoming
The extension number of the agent
Agent
that received the call.
Answering
The answering member. (Extension
Agent
Name/Extension Number)
Talk Time
The talking time. (HH:MM:SS)
Wait Time
The waiting time.(HH:MM:SS)
Trunk
The incoming trunk group number.
Caller ID/
The caller's number.
CLIP
4.1.3 Supervisory Monitor (ACD) Control
)*1
*2
*3
Operating Manual
287
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