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11-8 Standard management reports
ACD-DN Delay Before Answering Report
The ACD-DN Delay Before Answering Report provides information about
the service received by callers by showing how rapidly calls are being
answered.
The Percent of Calls Answered fields (representing the time categories) can
be modified in the Spectrum Definition feature, described in the "Network
Report Definition" chapter.
This report can be used to decide when recorded announcements and music
should be played to encourage callers to wait. The report is also used as a
supplement to other management reports to help decide if staff adjustments
are needed. It can also be used to forecast traffic patterns.
The key fields for the ACD-DN Delay Before Answering Report are
ACD-DN and Base Time Unit. A daily report for three queues over six days
is shown in the example.
P0724352 Standard 1.0
November 1994
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