iPECS UCP - Page 266

iPECS UCP
Feature Description and Operation Manual Issue 1.3
254
Field Description
ATD No Attendant Station Number
Meas Hour (Measurement Hour) Hour data accumulation began
Calls Total Total number of calls, except group & recalls, routed to the Attendant
Calls Ans (Calls Answered) Calls answered during the Analysis period
Calls Abdn
(Calls Abandoned) Calls abandoned before answer by the Attendant, does not
include calls abandoned while on hold.
Call H-Abdn (Calls Abandoned from Hold) Calls abandoned while on hold
Calls Held Number of calls placed on hold by the Attendant
Time Avail (Time Available) Time attendant was available to handle new calls
Time Talk Total time the Attendant was active on calls
Time Held Time Attendant had calls on hold
Time NoAns (Time No Answer) Average time calls were ringing or in queue for attendant
before abandoned
Speed Ans (Speed of Answer) Average time calls rang before answer by Attendant
ATD type (Attendant Type) System or Main
Operation
System Attendant
1. Press the [TRANS/PGM] button.
To print the Attendant Traffic Report
2. Dial “0124”, the Attendant Traffic report code.
3. Select Analysis Period (‘1’-‘5’).
4. Press the [HOLD/SAVE] button.
Conditions
1. The Peak Hour is the hour when the system has the highest total call volume.
Programming
SYSTEM DATA RS-232 Port Settings
Print Port Selections
Related Features
 SMDR (Station Message Detail Recording)
 ACD Statistics Report
Hardware
 Device to capture reports