Northern Telecom NAC User Manual page 377

Table 19-1
Destination ACD-DN statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
50. Total time spent holding
TOTAL
HOLD
TIME
Hold Time
This is the total duration experienced by all callers to this ACD-DN, while on hold during their call.
Hold Time
51. Total walkaway time
TOTAL
WALK
TIME
Walk Time
This is the total duration experienced by all agents of this ACD-DN during their walkaway periods.
Walkaway Time
52. Total time agents were busy
TOTAL
BUSY
TIME
Busy Time
This represents the total duration for all calls (ACD and DN) 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
spends on hold and the time spent in the Not Ready state.
Busy Time
Network Administration Center Supervisor's User Guide Product release 2
Statistics groups 19-23