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19-26 Statistics groups
Table 19-1
Destination ACD-DN statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
60. Percentage answered in category 1
ANSW
%
CAT1
Pcnt Answ 1
This represents the percentage of all calls received by this ACD-DN that were answered within the
time represented by Answering Delay Spectrum category #1. Calls that are time overflowed into this
ACD-DN do not count towards the percentage, although they are included in the total number of
calls that the percentage is based.
(Ans Category 1
61. Percentage answered in category 2
ANSW
%
CAT2
Pcnt Answ 2
This represents the percentage of all calls received by this ACD-DN that were answered within the
time represented by Answering Delay Spectrum category #2. Calls that are time overflowed into this
ACD-DN do not count towards the percentage, although they are included in the total number of
calls that the percentage is based.
(Ans Category 2
62. Percentage answered in category 3
ANSW
%
CAT3
Pcnt Answ 3
This represents the percentage of all calls received by this ACD-DN that were answered within the
time represented by Answering Delay Spectrum category #3. Calls that are time overflowed into this
ACD-DN do not count towards the percentage, although they are included in the total number of
calls that the percentage is based.
(Ans Category 3
P0724352 Standard 1.0
100)
Calls Answered
100)
Calls Answered
100)
Calls Answered
November 1994
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