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Table 19-3
Route statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
10. Number of hundred call seconds
CCS
CCS
A single CCS unit represents 100 seconds of time that a caller spent in the queue, whether the call
was answered or abandoned.
(Total Call Time + Total Answer Delay + Total Abandon Delay + Delay to Call Termination)
100
11. Telephone service level
SRV
LVL
Service Lvl
The Telephone Service Level represents the percentage of calls, answered and/or abandoned, 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) – (Num Ans After Thrsh + Num Abd After Thrsh)]
100 )
(Calls Answered + Calls Abandoned)
12. Number of calls offered
CALLS
OFFRD
Num Offered
This represents the total number of calls offered to this trunk.
Calls Answered + Calls Abandoned + Num Interflow Calls + Calls Forced to Disconnect +
Calls Forced Busy + Calls Routed
13. Number of calls answered
CALLS
ANSWD
Num Answered
This represents the total number of calls on this route that were answered at any ACD-DN.
Calls Answered
Network Administration Center Supervisor's User Guide Product release 2
Statistics groups 19-61
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