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Table 19-1
Destination ACD-DN statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
38. Average DN call time
AVG
DN
TIME
Avg DN Time
This is the average duration per call that the agents of this ACD-DN spent on incoming DN calls and
outgoing DN calls.
(Incoming DN Time + Outgoing DN Time)
39. Average time spent waiting for calls
AVG
WAIT
TIME
Avg Wait
This is the average duration per call that the agents for this ACD-DN waited for their next call. This
doesn't include Not Ready time, nor does it include the time a call spent on hold.
Wait Time
Calls Answered
40. Average time spent working
AVG
WORK
TIME
Avg Work
This is the average duration per call that the agents for this ACD-DN spent with their callers plus the
time spent in the Not Ready state.
(ACD Talk Time + Not Ready Time)
Network Administration Center Supervisor's User Guide Product release 2
(DN Calls In + DN Calls Out)
Calls Answered
Statistics groups 19-19
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