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Standard management reports 11-11
ACD-DN Delay Before Abandoning Report
The ACD-DN Delay Before Abandoning Report shows the tolerance level
of the customers. It shows how many calls are abandoned and how long the
callers waited before they hung up.
The time categories field can be modified in the Spectrum Definition
feature, described in the "Network Report Definition" chapter.
The report shows if callers abandoned before or after hearing the recorded
announcement. This information can be used to decide when the recorded
announcements and music is to play, and encourage the callers to wait.
The key fields for the ACD-DN Delay Before Abandoning Report are
ACD-DN and Base Time Unit. A daily report for three queues over six days
is shown in the example.
Network Administration Center Supervisor's User Guide Product release 2
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