ESI ivx e-class series, Руководство администратора

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IVX E-Class Administrator’s Manual Function 7: Reports
F.3
Incoming ACD call statistics
The incoming ACD call statistics section shows ACD calls offered to each ACD agent position.
These are calls that are transferred to, or ring into, the department number and then are distributed to
the agent positions (extensions).
Column name Description
Ext ACD extension
Name Extension name
Answer
Number of ACD incoming calls answered at that extension (includes Esi-Link calls to
the ACD department)
Duration Total time connected to ACD calls
Recovered
1
Number of ACD calls unanswered at that extension and returned to the ACD queue.
PBX call statistics
The PBX call statistics section shows non-ACD calls for each extension — i.e. , all calls that weren’t
delivered directly through the ACD department number.
Column name Description
Answer Number
Duration Total time connected to incoming PBX calls
Out Number of PBX calls originated at that extension
Duration Total time connected to outgoing PBX calls
Report footer
The report footer includes totals of the incoming ACD call statistics and PBX call statistics; it also
includes the average and maximum queue times , as well as total abandoned calls and rerouted calls ,
for each ACD department:
• Average CO queue time — The average length of time callers were holding (‘queued”) for an avail-
able agent over the reporting period.
• Max CO queue time — The maximum length of time one or more callers had been queued for an
available agent over the reporting period.
• Abandoned calls — Total ACD calls that disconnected (hanged up) while held in queue or listening
to the ACD queue or hold prompt (announcement).
• Rerouted calls — Total ACD calls that followed the ACD department call forwarding assigned in
Function 33 after expiration of the ACD exit timer (assigned in Function 154).
1
Each time a call is recovered, that ACD extension will be automatically logged-out of the ACD department. For more information,
see the User’s Guide .