Table of Contents
Advertisement
19-4 Statistics groups
Calls Answered
The number of calls answered by agents of this ACD-DN, including calls
which local or network time overflowed or queue-count overflowed into
this ACD-DN.
Calls Intrflwd Busy
The number of calls given busy treatment as a result of the Supervisor
Control of Queue Size (X11 R16) feature.
DN Calls In
The number of DN calls answered by agents of this ACD-DN.
DN Calls Out
The number of DN calls originated by agents of this ACD-DN.
DN Calls Transferred
The number of DN calls transferred by agents of this ACD-DN.
ETOF Ans After Thrsh
The number of enhanced time overflow answered calls which experienced
an answering delay greater than or equal to the maximum delay threshold
value for the destination ACD-DN. For enhanced time overflow in calls,
the delay is the time spent in the logical time overflow queue.
Hold Time
The total time that all agents of this ACD-DN had ACD calls on hold.
Incoming DN Time
The total time spent by all agents of this ACD-DN handling incoming DN
calls.
IVR Accepted
The number of calls that were virtually queued to the ACD-DN as the result
of a "Give IVR" request by the CCR application. This peg count differs
from the normal Calls Accepted in that it includes all calls virtually queued,
not just those calls that were answered or abandoned.
IVR Answered
The number of "Give IVR" calls that were answered at the ACD-DN.
P0724352 Standard 1.0
November 1994
Advertisement
Table of Contents
