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Table 19-4
Trunk statistics fields
Menu # and Entry
Column Heading
Graph Heading
Description
Formula
* Base Time Unit
base
time
unit
Base Time Unit
On a report, this column is replaced with an appropriate title and format. The titles are INTVL for an
interval report, SHIFT for a shift report, DAY for a daily report, WEEK for a weekly report, MONTH
for a monthly report, and PERIOD for a period report. Intervals are displayed in a "hh:mm" format.
Shifts are displayed by shift name. Days and weeks are displayed in a "mm/dd/yy" format. Months are
displayed in a "aaaa yy" ("aaaa" is a month abbreviation) format. Periods are displayed by "aaaaa yy"
("aaaaa" is a period name) format.
10. Number of hundred call seconds (CCS)
CCS
CCS
A single CCS unit represents 100 seconds of time that a caller spent in the queue, whether their call
was answered or abandoned.
(Total Call Time + Total Abandon Delay + Total Answer Delay + Total Abandon Delay + Delay
To Call Termination)
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)
Network Administration Center Supervisor's User Guide Product release 2
100
Statistics groups 19-73
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