LG-Ericsson ipldk-60 - ACD (Automatic Call Distribution) Statistic Reports

Issue 2.2
Feature Description and Operation Manual
109
6.1.2 ACD (Automatic Call Distribution) Statistic Reports
The ipLDK-60 can output ACD Statistics periodically or on-demand from the ACD Group
Supervisor. Two reports are available, the ACD Group Report and the ACD Agent Report.
When periodic reports are configured, on-demand reports are not supported. The reports are
output over the Printer port assigned to receive Traffic Reports.
The on-demand ACD Group Reports include the following statistics for the group:
 Total calls
 Number of unanswered calls
 Average and the longest queued calls
 Number and total time when all agents are busy
 Average ringing time before answer
 Average service time after answer
The format of the report is as shown in the following:
====== ACD GROUP INFORMATION (*620 GRP) ======
Date: 05/15/02 Time: 05:40:07
- Total Calls: 2
- Unanswered Calls: 2
- All STA Busy Count: 2
- Average Ringing Time: 00Min 00Sec
- Average Service Time: 00Min 00Sec
- All STA Busy Time: 01Min 17Sec
- Calls in Queue, Now: 0
The on-demand ACD Agent Report includes the following statistics for the selected Agent:
 Total calls
 Number of unanswered calls
 Average ringing time before answer
 Average service time after answer
The format of the report is as shown in the following:
==========================================================================
ACD GROUP INFORMATION (*620) Date: 05/15/02 Time: 05:42:24
AGENT_NO | TOTAL_CALL | UNANSWERED_CALL | AVE_RING_TIME | AVE_SVC_TIME
==========================================================================
1001 | 0 | 0 | 00Min 00Sec | 00Min 00Sec
==========================================================================
For the periodic reports, ACD Print should be enabled and the ACD Timer and timer units
should be configured to provide the desired interval between reports. The Clear database
parameter should be enabled to eliminate overlap in subsequent reports.
The periodic ACD Agent report follows the format described in the following chart.
~ 1 = 2 = 3 = 4 = 5 cr lf