Table of Contents
Advertisement
Statistics groups 19-81
DNIS statistics
The DNIS data is accumulated for each DNIS number.
DNIS data fields
The following is a list of the data fields available in the DNIS statistics
group when using the Formula Definition feature. A description is also
shown of how each statistic field is calculated.
ACD Talk Time
The total time spent on ACD calls by all agents answering calls for this
DNIS number, including time that the call is put on hold.
Calls Abandoned
The number of calls to a specific DNIS number which were abandoned by
callers while waiting to be answered by an agent.
Calls Answered
The number of calls answered for the DNIS number including time
overflowed and queue-count overflowed calls.
Max Abandon Delay
The longest delay of all abandoned calls.
Max Answer Delay
The longest delay experienced by all answered calls including time
overflowed calls.
Num Abd After Threshold
The number of DNIS calls which were abandoned and had an abandoning
delay greater than or equal to the service level defined for this DNIS
number.
Num Ans After Threshold
The number of DNIS calls which were answered and had an answering
delay greater than or equal to the service level value defined for this DNIS
number. Local, enhanced, and network time overflowed calls are included
in this count.
Total Answer Delay
The total delay experienced by all answered calls for the DNIS number,
including the delay associated with time overflowed calls.
Network Administration Center Supervisor's User Guide Product release 2
Advertisement
Table of Contents
