iPECS eMG80 - ACD Statistics Report

iPECS eMG80 & eMG800 & UCP
Feature Description and Operation Manual Issue 1.6
15
TABLES ICLID Route Table (PGM 203)
ICLID Ring Assignment (204)
STATION GROUP DATA
Web Admin.
Station Group AssignmentACD Group Type
Station Group Attributes

Entered Caller ID(ICLID) Usage
ISDN LINE DATA ICLID Route Table
ICLID Ring Assignment
Related Features
 Automatic Call Distribution
 ICLID Call Routing
 Integrated Auto Attendant
Hardware
2.7.2 ACD Statistics Report
Description
ACD reports can be requested by the Supervisor and can be programmed for periodic output
over the SMDR port or selected TCP/IP port. The system will provide reports for the ACD Group
and Agent statistics as follows:
 Group Number
ACD Group Statistics Report
 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
 Group Number
Average ring time before answer
 Agent Number
− Number of ACD calls served
− Number of unanswered ACD Calls
− Average ring time before answer