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Table 19-1
Destination ACD-DN statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
32. Maximum abandoning delay
MAX
ABD
DEL
Max Abd Del
This represents the maximum delay a caller experienced before they abandoned their call to this
ACD-DN.
Max Abandon Delay
33. Maximum local time overflow delay
MAX
LTOF
DEL
Max LTOF Del
This represents the maximum amount of time a caller, whose call was local time overflowed to this
ACD-DN, waited before the call was answered. This includes the time spent waiting in the original
ACD-DN's queue.
Max LTOF Delay
34. Average ACD talk time
AVG
ACD
TALK
TIME
Avg ACD Talk
This is the average duration per call that the agents of this ACD-DN spent with their callers, from the
time the call was answered until the call was released. This also includes the time the caller spent on
hold.
ACD Talk Time
Calls Answered
Network Administration Center Supervisor's User Guide Product release 2
Statistics groups 19-17
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