Call Center Solution: Maximize Revenues
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
3-10
ACD Calls
This is the number of calls that were sent to the
split/skill that were answered by an agent within
each increment. This includes outbound ACD
calls placed by an adjunct (also called outbound
predictive dialing), for the Generic 2.2 switches
with ASAI Gateway or the Generic 3 with ASAI
only. For the Generic 3 switches it does not
include direct agent calls.
ACDCALLS1-10
Aban Calls
The number of calls to the split/skill that were
abandoned within each increment. If calls are
queued to multiple splits/skills, only the first
split/skill queued to records an abandon. This
includes outbound ACD calls placed by an
adjunct (also called outbound predictive dialing),
for the Generic 2.2 switches with ASAI Gateway
or the Generic 3 with ASAI only. It does not
include direct agent calls.
ABNCALLS
(Total) ACD Calls The total number of ACD calls that were sent to
the split/skill that were answered by an agent in
the split/skill. This includes outbound ACD calls
placed by an adjunct (also called outbound
predictive dialing), for the Generic 2.2 switches
with ASAI Gateway or the Generic 3 with ASAI
only. For the Generic 3 switches, it does not
include direct agent calls.
ACDCALLS
Avg Speed Ans
The average time calls waited in queue and
ringing before an agent answered. This does not
include direct agent calls, but it does include
outbound ACD calls placed by an adjunct (also
called outbound predictive dialing), for the
Generic 2.2 switches with ASAI Gateway or the
Generic 3 with ASAI only.
ANSTIME/ACDCALLS
<AVG_ANSWER_SPEED>
Report Heading
Description
Database Item, Calculation or
<Calculation Name>
