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19-62 Statistics groups
Table 19-3
Route statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
14. Number of calls answered before threshold
CALLS
ANSWD
BEFOR
THRSH
Ans Early
This represents the total number of calls on this route that were answered before the service level
threshold for the source ACD-DN was reached.
Calls Answered – Num Ans After Thrsh
15. Number of calls answered after threshold
CALLS
ANSWD
AFTER
THRSH
Ans Late
This represents the total number of calls on this route that were answered at or after the service level
threshold for the source ACD-DN was reached.
Num Ans After Thrsh
16. Number of calls abandoned
CALLS
ABAND
Num Abndnd
The represents the total number of calls received on this route that were subsequently abandoned.
Calls Abandoned
P0724352 Standard 1.0
November 1994
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