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19-20 Statistics groups
Table 19-1
Destination ACD-DN statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
41. Average time spent on hold
AVG
HOLD
TIME
Avg Hold
This is the average duration that a caller to this ACD-DN spent on hold after their call was answered
and before the call was released.
Hold Time
Calls Answered
42. Average walkaway time
AVG
WALK
TIME
Avg Walk
This is the average duration of the walkaway periods experienced by the agents of this ACD-DN.
Walkaway Time
43. Total ACD talk time
TOTAL
ACD
TALK
TIME
ACD Talk Tme
This represents the total duration for all calls to this ACD-DN. This elapsed time starts when each
call is answered and ends when each call is released, including the time each call spent on hold.
ACD Talk Time
P0724352 Standard 1.0
Num Walkaway Periods
November 1994
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