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Standard management reports 11-47
Statistics on the Network ACD-DN Performance Report
Base Time Unit
The time frame (for example, interval, day, week, month, or period) for
which the report was generated.
QUEUE PROFILE STATISTICS:
Srv Lvl%
The percentage of calls answered or abandoned within the maximum delay
threshold.
Avg Del Ans
The average delay before an ACD call was answered by an agent.
Avg Del Ntw
The average delay before a network overflow call was answered by an
agent.
Avg Del Lcl
The average delay before a local overflow call was answered by an agent.
Avg Del Enh
The average delay before an enhanced overflow call was answered by an
agent.
NUMBER OF CALLS STATISTICS:
Answ
The number of calls answered.
Ntw Tovf
The number of calls that time overflowed into this queue from another
queue on the network.
Lcl Tovf
The total number of calls that time overflowed into this queue from another
queue on the node.
Ovfl In
The total number of calls that time overflowed into this queue from either a
local or network queue.
Network Administration Center Supervisor's User Guide Product release 2
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