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19-10 Statistics groups
Table 19-1
Destination ACD-DN statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
* Base Time Unit
base
time
unit
Base Time Unit
On a report, this column is replaced with an appropriate title and format. The titles are INTVL for an
interval report, SHIFT for a shift report, DAY for a daily report, WEEK for a weekly report,
MONTH for a monthly report, and PERIOD for a period report. Intervals are displayed in a
"hh:mm" format. Shifts are displayed by shift name. Days and weeks are displayed in a "mm/dd/yy"
format. Months are displayed in a "aaaa yy" ("aaaa" is a month abbreviation) format. Periods are
displayed by "aaaaa yy" ("aaaaa is a period name) format.
10. Average number of agents manning queue
AVG
AGT
Avg Agents
This value represents the average number of agents working on this ACD-DN queue during the time
the ACD-DN had at least one agent assigned to it. If the ACD-DN has no agents assigned to it, this
value becomes zero. Due to the nature of "Active-timer" timing, the average agent statistic is not
very meaningful when a total statistic for several ACD-DNs is computed.
Manned Time
Active Time
11. Telephone service level
SRV
LVL
%
Service Lvl
The Telephone Service Level represents the percentage of calls, answered and/or abandoned, within
the defined maximum delay threshold time. This formula produces meaningful results when
comparing ACD-DNs which use the same maximum delay threshold.
[(Calls Answered + Calls Abandoned) – (Num Ans After Thrsh + Num Abd After Thrsh)]
100
(Calls Answered + Calls Abandoned)
P0724352 Standard 1.0
November 1994
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