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11-30 Standard management reports
Statistics on the ACD-DN by Activity Code Report
Interpreting the report
P0724352 Standard 1.0
Base Time Unit
The time frame (for example, interval, day, week, month, or period) for
which the report was generated.
Number Of Calls
The number of occasions on which the activity code was entered.
Average Talk Time Sec
The average talk (direct call processing) time charged to the activity code.
When a single call has several activity codes entered against it, each code is
counted separately in the Number of Calls column. This is the case even if
two portions of the call have the same activity code; the talk time is split
according to when each activity code was entered.
When the same type of work is being done in several queues, this report
allows a comparison to be made on how fast the work is being done on
each queue.
November 1994
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