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Statistics groups 19-5
IVR Ans Delay
The total delay experienced by IVR calls that were answered at the
ACD-DN.
IVR Max Ans Delay
The maximum delay experienced by IVR calls that were answered at the
ACD-DN.
IVR Ans AfterT
The number of IVR calls that experienced an answering delay greater than
or equal to the service level threshold value for the destination ACD-DN.
IVR Abandoned
The number of "Give IVR" calls that were abandoned by the caller before
IVR treatment was given.
IVR Abd Delay
The total delay experience by IVR calls that were abandoned at the
ACD-DN.
IVR Max Abd Delay
The maximum delay experienced by IVR calls that were abandoned at the
ACD-DN.
IVR Abd AfterT
The number of abandoned IVR calls that experienced a delay greater than
or equal to the service level threshold value for the destination ACD-DN.
Manned Time
The total time spent by all agents in manning the ACD-DN. Manned time
for an individual agent is accumulated from the time that an agent logs in to
the time that the agent logs out.
Max Abandon Delay
The longest delay of all abandoned calls.
Max Answer Delay
The longest delay experienced by all answered calls, excluding calls which
network or local time overflowed into this ACD-DN.
Network Administration Center Supervisor's User Guide Product release 2
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