ESI 900 - Page 154

IP Server 900 Programming Manual Function 7: Reports
J.8
Sample Function 73 report
Function 73 report description
The ACD department detail report is divided into four major sections: the report header, the incoming ACD
call statistics, the PBX call statistics, and the report footer.
Report header
The report header includes the report name (“ACD Report by Department, Current” or “ACD Report by
Department, Previous”), ACD department name and number, report start date and time, and ending date
and time:
• Start — Beginning date and time of the reporting period. This will match the ending date and time of
the previous report.
• End — Ending date and time of the reporting period.
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.
(Continued)
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.