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19-6 Statistics groups
Max LTOF Delay
The maximum answering delay of all calls which local time overflowed
into this ACD-DN.
Max NTOF Delay
The maximum answering delay of network time overflowed calls for this
ACD-DN. It includes both the time spent in the originating queue and the
logical time overflow queue.
Non Activity Calls
The number of calls handled by agents of this ACD-DN for which no
activity code was entered.
Not Ready Time
The total time spent by all agents of this ACD-DN in post-call processing.
This includes all time that an agent had the Not Ready key active and no
ACD or DN call was active.
NTOF Ans After Thrsh
The number of network 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 network time overflow in calls, the
delay is the time spent in the logical time overflow queue.
Num Abd After Thrsh
The number of abandoned calls which had a delay greater than or equal to
the maximum delay threshold value for the destination ACD-DN.
Num Ans After Thrsh
For non-network systems, this is the number of answered calls (excluding
those which time overflowed into this ACD-DN) which experienced an
answering delay greater than or equal to the maximum delay threshold
value for the destination ACD-DN defined in Parameter Administration.
For systems with enhanced and network time overflow, this is the number
of answered calls (including enhanced and network time overflowed calls
answered by this ACD-DN) which experienced an answering delay greater
than or equal to the maximum delay threshold value for the destination
ACD-DN. For enhanced and network time overflow in calls, the delay is
the time spent in the logical time overflow queue.
P0724352 Standard 1.0
November 1994
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