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19-24 Statistics groups
Table 19-1
Destination ACD-DN statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
53. Total manned time of agent
TOTAL
MAND
TIME
Manned Time
This is the total duration that all agents of this ACD-DN were logged into the ACD-DN.
Manned Time
54. Percentage of manned time in DN calls
DN
MAND
%
DN/ Mand %
This is the percentage of manned time spent on incoming and outgoing DN calls. This percentage is
calculated for all agents assigned to this ACD-DN.
[(Incoming DN Time + Outgoing DN Time)
55. Percentage of manned time worked
WORK
MAND
%
Work/Mand %
This is the percentage of manned time spent on ACD calls. This percentage is calculated for all
agents assigned to this ACD-DN, and includes the time spent on the phone and time spent in the Not
Ready state.
[(ACD Talk Time + Not Ready Time)
P0724352 Standard 1.0
100]
100]
November 1994
Manned Time
Manned Time
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