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19-50 Statistics groups
Table 19-2
Overflow statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
13. Telephone service level of destination ACD-DN
DST
SRV
LVL
%
Dst Srv Lvl
This represents the percentage of calls, answered and/or abandoned at the destination ACD-DN (after
a call is logically queued from 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) – (Dst Ans After Thrsh + Dst Abd After Thrsh)]
(Calls Answered + Calls Abandoned)
14. Number of calls accepted
CALLS
ACCPT
Num Accepted
The total number of calls that were received by this ACD-DN, regardless of whether they were
answered or abandoned. This does not include TOF calls of any kind.
Calls Answered + Calls Abandoned
15. Total number of calls answered
TOT
CALLS
ANSWD
Tot Answered
This represents the total number of calls answered by agents of this ACD-DN.
Calls Answered + Num NTOF Out Calls
P0724352 Standard 1.0
November 1994
100)
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