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Network Report Definition 7-61
categories. Each category represents a different period of time measured in
seconds. The system keeps track of the number of calls answered during the
period of time of each category.
When a call is answered, the answering delay (measured in seconds) is
compared to each category's period of time. When the system finds the
category whose span of time includes the answering delay for the call, the
system increments that category's count by one.
Abandoning delay spectrum
Assists in determining when incoming calls are abandoned.
Each call is timed from the second it arrives to the second it disconnects
from the system. Furthermore, the system monitors the amount of time
different call activities take.
The abandoning delay is the amount of time that passes between the time
the call arrives at the ACD-DN or CDN queue and the time the same call is
abandoned by the caller. The Abandoning Delay Spectrum is a group of
categories. Each category represents a different period of time measured in
seconds. The system keeps track of the number of calls that were
abandoned during the period of time of each category.
When a call is abandoned, the abandoning delay (measured in seconds) is
compared to each category's period of time. When the system finds the
category whose span of time includes the abandoning delay for the call, the
system increments that category's count by one.
Number of Categories
Controls the number of categories within the Answering Delay Spectrum
and Abandoning Delay Spectrum. The more categories which are defined,
the more detailed the reports can be. Up to 10 categories can be defined.
From
Controls the start time for each defined category. The start time for the first
category is predefined as 0, and cannot be changed. The start time of each
category cannot be less than the start time of the preceding category.
The first category always starts with the time the call arrived (for example,
0 seconds). The second category can start with a time between two seconds
and 600 seconds, after the call arrived.
Network Administration Center Supervisor's User Guide Product release 2
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