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
Agent statistics for multiple groups
Group Number
Average ring time before answer
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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