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Reports
Reports
Outgoing Calls.
•
Intercom Calls (Agents, Extensions, Agent Groups, and Extension Groups only)
•
Any combination of above.
•
The report is presented in a call time band per row format. Pagination of the report
occurs if either there are too many time bands to fit in the height of a page or there are
too many groups/members to fit in the width of a page.
Account Code Reports
An account code traffic report provides historical call statistics data for each account
code within a selected account code group. Call statistics parameters available are
shown in
the same report.
Table 12Account Code Report
Report Item
Total
Calls
Time
Answered
Calls
Time
Talk
Transferred
Transfer In
Transfer Out
Inquiry
Held
Intercom
44
Table
12. The reports are available as ACD only, non-ACD only or both on
Number Calls Handled
Average/Total Handling Time
Number of Incoming Calls Answered
Average/Total Time of Incoming Calls
Average/Total Talk Time of Incoming Calls
Number of Transferred-in Calls
Number of Transferred-out Calls
Number of Calls Held
Average/Total Holding Time
Parameter
Insight CTX Supervisor Guide 04/03
Acct Code
✔
✔
✔
✔
✔
✔
✔
✔
✔
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