iPECS-LIK
Feature Description & Operation Manual
ACD Group Supervisor (PGM 191-Btn 18)
Related Features
Station Groups
Hardware
iPECS Phone
2.5.12 ACD Statistics Report
ACD reports can be requested by the Supervisor and can be programmed for periodic output
over the SMDR port or selected TCP port. The system will provide reports for the ACD Group
and Agent statistics as follows:
ACD Group Statistics Report
Group Number
Time stamp
Total calls
Number of unanswered calls
Average queue time
Longest queue time
Total number of calls placed in queue
Number of times calls experience all agents busy
Total time all agents were busy
Average ring time before answer
Group Number
Agent Number
–
Number of ACD calls served
–
Number of unanswered ACD Calls
–
Average ring time before answer
–
Average ACD call service time after answer.
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