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Table 19-2
Overflow statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
10. Average delay from source
AVG
SRC
DEL
Avg Src Delay
This represents the average duration experienced by callers to the source ACD-DN, including the time
spent waiting in the queue before being time overflowed to a destination ACD-DN. All of these calls
were answered.
(Total LTOF Delay + Total Answer Delay + Tot NTOF Src Delay + Tot NTOF Dst Delay
+ Tot NTOF Out Delay)
11. Average delay from destination
AVG
DST
DEL
Avg Dst Del
This represents the average duration experienced by callers to the destination ACD-DN, not including
the time spent waiting in the queue before being local time overflowed to another ACD-DN. All of
these calls were answered. Calls that are network time overflowed and enhanced time overflowed are
included.
(Total Answer Delay + Tot NTOF Dst Delay + Tot ETOF Dst Delay)
12. Telephone service level of source ACD-DN
SRC
SRV
LVL
%
Src Srv Lvl
This represents the percentage of calls, answered and/or abandoned at the source ACD-DN, within the
defined service threshold time. This formula produces meaningful results when comparing ACD-DNs,
which use the same service threshold.
([(Calls Answered + Calls Abandoned) – (Src Ans After Thrsh + Src Abd After Thrsh)]
(Calls Answered + Calls Abandoned)
Network Administration Center Supervisor's User Guide Product release 2
(Calls Answered + Num NTOF Out Calls)
Statistics groups 19-49
Calls Answered
100)
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