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Statistics groups 19-3
Destination ACD-DN statistics
Statistics are collected for each ACD-DN. These are viewed from the
perspective of the answering ACD-DN.
Destination ACD-DN data fields
The following is a list of the data fields available in the Destination
ACD-DN statistics group when using the Formula Definition feature. A
description is also shown of how each statistic field is calculated.
Abd Category n
This is the number of calls abandoned, excluding calls that were time
overflowed in but including those that network and enhanced time
overflowed in, which experienced a delay within the "nth" abandoning
delay category, as defined in the Spectrum Definition feature (described in
the "Network Report Definition" chapter). The value, n, is a number
ranging from one to 10.
ACD Calls Transferred
The number of ACD calls transferred by agents of this ACD-DN.
ACD Talk Time
The total time spent by all agents of this ACD-DN on an ACD call,
including time that an ACD call is on hold.
Active Time
This is the length of time that at least one agent was logged into the
ACD-DN.
Ans Category n
Same as Abd Category n but for answered calls.
Busy Time
The total time spent by all agents in handling ACD or DN calls and
performing related post-call processing. This time does not include waiting
time.
Calls Abandoned
The number of calls which were abandoned by the caller while waiting to
be answered by an agent in this ACD-DN.
Network Administration Center Supervisor's User Guide Product release 2
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