iPECS iPECS-LIK - ACD Statistics Report

iPECS-LIK
Feature Description & Operation Manual Issue 6.0d1
35
To control Agent duty status
1. Dial “3”, ACD Agent Duty Code,
2. Dial “2” for Duty ON/OFF,
3. Dial “0” or “1”, (“0”: Off Duty, “1”: On Duty).
Conditions
1. The Supervisor must be assigned as a Supervisor for the ACD Group and be
logged into the group to access the Group Status display information.
Programming
NUMBERING PLAN
1 ACD Group Status Code (PGM 107-Btn 7)
STATION GROUPS
1 ACD Group (PGM 191)
2 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.
Operation