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19-16 Statistics groups
Table 19-1
Destination ACD-DN statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
29. Average abandoning delay
AVG
ABD
DEL
Avg Abd Del
This represents the average duration a caller to this ACD-DN spent waiting before abandoning the
call.
Total Abandon Delay
30. Average local time overflow delay
AVG
LTOF
DEL
Avg LTOF Del
This represents the average amount of time a caller, whose call was local time overflowed to this
ACD-DN, had to wait for an answer. This average delay includes the time spent waiting in the
original ACD-DN queue, as well as the time spent in this destination ACD-DN's queue.
Total LTOF Delay
31. Maximum answering delay
MAX
ANS
DEL
Max Ans Del
This represents the maximum delay a caller experienced before their call was answered by this
ACD-DN. Note: The MAX formula selects the largest of the three fields represented in the formula
below.
MAX (Max Answer Delay, Max LTOF Delay, Max NTOF Delay)
P0724352 Standard 1.0
Calls Abandoned
Num LTOF Calls
November 1994
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