Northern Telecom NAC User Manual page 369

Table 19-1
Destination ACD-DN statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
26. Number of calls that received both RANs
DEL
RAN
1&2
Both RANs
Despite the name of this formula, it does not report the number of calls that received both RANs.
This formula adds the number of calls that received the 1st RAN to the number of calls that received
the 2nd RAN.
Num Received 1st RAN + Num Received 2nd RAN
27. Number of short calls
SHORT
CALLS
Short Calls
The number of calls answered by agents of this ACD-DN, which had an ACD Talk Time less than
the "Short Call" threshold defined for this ACD-DN.
Num Short Calls
28. Average answering delay
AVG
ANS
DEL
Avg Ans Del
The average answering delay (also known as the Average Speed of Answer [ASA]) is the average
duration a caller waited before their call was answered by an agent at this ACD-DN. In the case of
network and enhanced time overflowed calls, the delay time begins when the call is logically queued
into the destination ACD-DN's queue.
(Total Answer Delay + Tot NTOF Dst Delay + Tot ETOF Dst Delay)
Network Administration Center Supervisor's User Guide Product release 2
Statistics groups 19-15
Calls Answered