Content Of The Long-Time Statistic File For Acd Groups; (Group Statistic) - Proximus Forum 500 User Manual

Content of the Statistics Files
Content of the Long-time Statistic File for ACD
Groups (Group Statistic)
Every statistic interval is issued in a separate table row. The interval is set up
by the system administrator using the Interval for statistic (0=no statistic)
setting.
The group statistic contains the following data:
Table column
Date[yyyymmdd]
Start-Time[hh:mm:ss]
Intervall[s]
Calls
Max-Call-Queue-Level
Login-Time[s]
Max-Agent
Answered-Calls
Wait-Time[s]
82
Explanation
Recording date
Start time of the interval evaluated
Interval length in seconds. All values
in the following table columns refer
to this interval.
Total number of calls for the ACD
group
The maximum number of calls which
were parked in the call queue at the
same time during the defined
interval.
Total duration agents were logged in
Maximum number of logged in
agents
Total number of calls picked up by
agents
Total duration of all caller waiting
times before calls were answered by
the agents, collected during the set
interval. Examples:
● 2 calls with 9 seconds wait-time
each;
total duration: 18 seconds
● 3 calls with 9 seconds wait-time
each;
total duration: 27 seconds
Statistic