Northern Telecom NAC User Manual page 407

Table 19-2
Overflow statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
24. Maximum Answering Delay
MAX
ANS
DEL
Max Ans Del
This represents the maximum duration a caller had to wait before the call was answered by an agent at
this ACD-DN. Note: The Meridian MAX formula selects the largest of the three fields represented in
the formula below.
MAX (Max Answer Delay, Max LTOF, Max NTOF Delay)
25. Maximum Abandoning Delay
MAX
ABD
DEL
Max Abd Del
This represents the maximum duration a caller waited before abandoning the call to this ACD-DN.
Max Abandon Delay
26. Total percentage of calls that time overflowed
TOT
TOF
%
Tot TOF %
This represents the percentage of all calls received that were local time overflowed or network time
overflowed into this ACD-DN.
[(Num LTOF Calls + Num NTOF Calls)
Network Administration Center Supervisor's User Guide Product release 2
100] (Calls Answered + Calls Abandoned)
Statistics groups 19-53