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Statistics groups 19-69
Trunk statistics
Trunk data accumulates for each route/trunk/source ACD-DN combination.
Trunk data fields
The following is a list of the data fields available in the Trunk statistics
group when using the Formula Definition feature. It also provides a
description of the calculation for each statistic field.
In the field descriptions that follow, the point of view is from the source
ACD-DN end of a trunk.
Calls Abandoned
The number of calls that came into the system via this trunk, which were
subsequently abandoned by the caller.
Calls Answered
The number of calls answered by agents of the source ACD-DN or agents
of other ACD-DNs if the call was local or network time overflowed, or
queue-count overflowed.
Calls Forced Busy
The total number of controlled calls given a "Force Busy" treatment by the
CCR application plus the number of calls busied by the call ceiling.
Calls Forced to Disconnect
The total number of controlled calls given a "Force Disconnect" treatment
by the CCR application.
Calls Routed
The number of controlled mode calls that were given the "Route To"
treatment by the CCR application plus the number of "Give IVR" calls that
were transferred by the IVR application.
Delay to Call Termination
The total delay experience for a call under CCR control, before it was given
one of the following treatments: "Force Busy", "Force Disconnect", "Route
TO", or "Give IVR" and then was transferred by the IVR application.
NTOF In Call Time
This is the total time of all network time overflow in calls from the time
that the calls were answered until they were released.
Network Administration Center Supervisor's User Guide Product release 2
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