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2.2.2 Incoming Call Distribution Group Features
Item
Start Time
End Date
End Time
Result
ICDG
Incoming Agent
Answering Agent
Talk Time
Wait Time
Trunk
Caller ID/CLIP
Reports can be output as a graph, exported as a file or printed out, after filtering results as necessary.
There are 2 ways to export reports.
•
Manual export
Export the report manually as a CSV file. The exported file can be saved to a NAS or a PC that can
access Web Maintenance Console.
•
Scheduled export
The report is exported automatically as a CSV file at specified times. Up to 10 schedules can be
registered and each one can be enabled or disabled individually. The file is exported according to the
selected report profile filter settings and the exported file can be saved to a USB memory device
connected to the PBX or a NAS. If the file exceeds 10000 lines, it is split into separate files of up to 10000
lines.
Export-related data (date and time, description, export type and setting values, report profile and
completion status) is recorded and can be viewed in the Export History.
For details about ACD report items, refer to the PC Programming Manual.
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Feature Manual
The start time of the call. (HH:MM:SS)
The end date of the call.
The end time of the call. (HH:MM:SS)
The processing result. (Answered/Abandoned/Overflowed/
Unanswered)
The incoming ICD Group number.
The extension number of the agent that received the call.
(Displayed only when the ICD group distribution method is set to
Uniform Call Distribution or Priority Hunting.)
The answering member. (Extension Name/Extension Number)
The talking time. (HH:MM:SS)
The waiting time. (HH:MM:SS)
The incoming trunk group number.
The caller's number.
Description
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