Nortel Express Call Center User Manual page 441

March 2005
CallsNotTreatedAftThreshold
Description:
delay greater than or equal to the service level threshold for the threshold class
to which the IVR ACD-DN belongs.
Triggers:
ends when the call is abandoned or pulled back.
int
Type:
Length:
CallsNotTreatedDelay
Description:
pulled back from an IVR queue.
Triggers:
ends when the call is abandoned or pulled back.
int
Type:
Length:
CallsOffered
Description:
int
Type:
Length:
CallsTransferred
Description:
int
Type:
Length:
IVRAbandoned
Description:
smallint
Type:
Length:
Reports and Displays Guide
The number of calls abandoned or pulled back that experienced a
The delay begins once a call is queued against the IVR queue and
4
The total wait time experienced by all the calls abandoned or
The delay begins once a call is queued against the IVR queue and
4
The number of calls offered to this IVR queue.
4
The number of calls transferred out during an IVR session.
4
The number of calls abandoned while connected to this IVR port.
2
Data dictionary
441