LG IPECS - ACD Statistics Report

IPECS Release 5
Feature Description & Operation 5.0
2-31
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
Average service time after answer
Agent Statistics Report
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
Supervisor iPECS Phone
To assign a {
GROUP STATUS} button at the Supervisor
[
PGM] + {FLEX} + ‘576’ + “Group Number” + [SAVE]
To output ACD Statistics Report
1. Lift the handset or press the [
SPEAKER] button,
2. Press the {
GROUP STATUS} button,
1STATUS
2DBASE
3AGENT
#PRINT
3. Dial ‘#’, ACD Group Statistics Reporting Code,
4. Press the [
MUTE] button to initialize the ACD database after printing; this eliminates overlap of
future reports.
To output the Agent Statistics Report
1. Lift the handset or press the [
SPEAKER] button,
2. Press the {
GROUP STATUS} button,
1STATUS
2DBASE
3AGENT