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Item
Average
Wait Time
Wait Time (Answered)
Average
Wait Time (Lost)
Average
Max. Waiting Calls
Agent
Item
Total Answer
Total Answer
Talk Time
Average
Login Time
Not-ready Time
Wrap-up Time
Call
Item
ACD Report - Call Report
Start Date
Total
The total talking time of answered calls for the target ICD group.
(HH:MM:SS)
The average talking time of answered calls for the target ICD
group. (HH:MM:SS)
Max.
The longest talking time of answered calls for the target ICD group.
(HH:MM:SS)
Total
The total waiting time of answered calls for the target ICD group.
(HH:MM:SS)
The average waiting time of answered calls for the target ICD
group. (HH:MM:SS)
Max.
The longest waiting time of answered calls for the target ICD group.
(HH:MM:SS)
Total
The total waiting time of cancelled calls for the target ICD group.
(HH:MM:SS)
The average waiting time of cancelled calls for the target ICD
group. (HH:MM:SS)
Max.
The longest waiting time of cancelled calls for the target ICD group.
(HH:MM:SS)
The maximum number of calls waiting in the queue of the target
ICD group.
The number of calls that the target agent answers.
Total
The total talking time for the target agent. (HH:MM:SS)
The average talking time for the target agent. (HH:MM:SS)
Max.
The longest talking time for the target agent. (HH:MM:SS)
The total login time for the target agent. (HH:MM:SS)
The total not ready time for the target agent. (HH:MM:SS)
The total wrap-up time for the target agent. (HH:MM:SS)
The start date of the call.
2.2.2 Incoming Call Distribution Group Features
Description
Description
Description
Feature Manual
65
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