Summarized ACD Group Call Analysis
| # of Calls - Offrd | The number of calls offered to this ACD-DN. This value includes all calls that were offered to the group including calls that were either enqueued, presented directly, to agents overflowed, or deflected. (CALLS OFFRD) calls offered |
|---|---|
| # of Calls - Answd | The number of calls answered including calls that were overflowed to the ACD-DN. (CALLS ACSWD calls answered) |
| # of Calls - Aband | The number of calls abandoned by all callers before being answered by an agent. (CALLS ABAND) calls abandoned |
| # of calls - Dflct | The number of calls that should have been offered to agents within the DN but were deflected to other destinations due to the number of calls in the queue having reached the maximum queue number (CALLS DFLCT) calls deflected |
| # of calls REQUE | The number of calls that received a forced log out and got re-queued. Calls that rang on agents set and went unanswered. After a predetermined number of rings the system logs out the agent set and the call gets requeued. Or agent hitting not ready key, when call was presented and no agents are available. **difference in Trace Report vs Reque is due to agent hitting not ready. |
| # of calls TRSH | The number of calls that reached the max wait threshold. Calls going to threshold route |
| ANS BFR DLY | The answer before delay objective; that is, the number of calls, including time overflow calls, which were answered by agents in this group before the delay objective as defined in Parameter Administration. |
| # Calls - Night Svc | The number of calls that were routed to this group while the group was in the night service mode causing the call to be routed to the night service route. |
| Avg ACD Talk Time | The average length of time from when a call is answered to when it is released, including the time spent with the call on hold. (AVG ACD TALK TIME) |
| Max Call Dur | The longest time spent on direct call processing for any single ACD call including the time the caller spent on hold (MAX CALL DUR) max call duration |
| Avg Ans Del | The average delay experienced by a caller before the call was answered. (AVG ANS DEL) average answer delay |
| Avg Abd Del | The average delay experienced by a caller before they abandoned the call (AVG ABD DEL) |
| Max Abd Del | The maximum delay experience by a caller before |
