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Standard management reports 11-19
Statistics on the ACD-DN by Route Performance Report
Base Time Unit
The time frame (for example, interval, day, week, month, or period) for
which the report was generated.
Calls Offrd
The number of calls offered, including calls answered, abandoned, and
forwarded. This does not include calls overflowed into a queue on this
route. These calls are counted on the route to which they were originally
directed.
CCS
The time, in hundred call seconds, that a route was being used. It includes
answering delay, abandoning delay, and holding time.
Srv Lvl%
The percentage of calls answered or abandoned within the maximum delay
threshold as defined in parameter administration on the Meridian MAX.
Calls Answd Bef_T
The number of calls answered before the maximum delay threshold as
defined in parameter administration on the Meridian MAX.
Calls Answd Aft_T
The number of calls answered at or after the maximum delay threshold as
defined in parameter administration on the Meridian MAX.
Calls Abdnd Bef_T
The number of calls abandoned before the maximum delay threshold as
defined in parameter administration on the Meridian MAX.
Calls Abdnd Aft_T
The number of calls abandoned at or after the maximum delay threshold as
defined in parameter administration on the Meridian MAX.
Diverted Ovfl
The number of calls diverted to another queue in the ACD system.
Diverted Intfl
The number of calls diverted to a destination outside the ACD system by
way of interflow or night service.
Network Administration Center Supervisor's User Guide Product release 2
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