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Table 19-1
Destination ACD-DN statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
69. Percentage answered in category 10
ANSW
%
CT10
Pcnt Answ 10
This represents the percentage of all calls received by this ACD-DN that were answered within the
time represented by Answering Delay Spectrum category #10. 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 10
70. Percentage abandoned in category 1
ABND
%
CAT1
Pcnt Abnd 1
This represents the percentage of all calls received by this ACD-DN that were abandoned within the
time represented by Abandoning Delay Spectrum category #1. Calls that are time overflowed into
this ACD-DN do not count towards the percentage.
(Abd Category 1
71. Percentage abandoned in category 2
ABND
%
CAT2
Pcnt Abnd 2
This represents the percentage of all calls received by this ACD-DN that were abandoned within the
time represented by Abandoning Delay Spectrum category #2. Calls that are time overflowed into
this ACD-DN do not count towards the percentage.
(Abd Category 2
Network Administration Center Supervisor's User Guide Product release 2
100)
Calls Answered
100)
Calls Abandoned
100)
Calls Abandoned
Statistics groups 19-29
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