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Table 19-1
Destination ACD-DN statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
56. Percentage of manned time busy
BUSY
MAND
%
Busy/Mand %
This is the percentage of manned time spent on all calls (ACD and DN). 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.
(Busy Time
100)
57. Percentage of calls that time overflowed in
TOT
TOF
%
Tot TOF %
This represents the percentage of all calls answered that were time overflowed into this ACD-DN.
[(Num LTOF Calls + Num NTOF Calls)
58. Percentage of calls that queue-count overflowed in
QOF
%
QOF %
This represents the percentage of all calls received that were queue-count overflowed to this
ACD-DN, regardless of whether the calls were answered or abandoned.
(Num QOF Calls
59. Number of calls interflowed to busy
BUSY
Interflow Busy
The number of calls given busy treatment as a result of the Supervisor Control of Queue Size (X11
Release 16) feature.
Calls Interflwd Busy
Network Administration Center Supervisor's User Guide Product release 2
Manned Time
100)
(Calls Answered + Calls Abandoned)
100]
Calls Answered
Statistics groups 19-25
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