Item Description
Wrap-up Time The total wrap-up time for the target agent. (HH:MM:SS(D))
*1
*1
"D" indicates the number of days (D=1–367). If the number of days is 0, (D) is not displayed.
Call
Item Description
ACD Report - Call Report
Start Date The start date of the call.
Start Time The start time of the call. (HH:MM:SS)
End Date The end date of the call.
End Time The end time of the call. (HH:MM:SS)
Result The processing result. (Answered/Abandoned/Overflowed/
Unanswered
)
ICDG The incoming ICD Group number.
Incoming Agent The extension number of the agent that received the call.
(Displayed only when the ICD group distribution method is set to
Uniform Call Distribution or Priority Hunting.)
Answering Agent The answering member. (Extension Name/Extension Number)
Talk Time The talking time. (HH:MM:SS)
Wait Time The waiting time. (HH:MM:SS)
Trunk The incoming trunk group number.
Caller ID/CLIP The caller’s number.
Reports can be output as a graph, exported as a file or printed out, after filtering results as necessary.
There are 2 ways to export reports.
• Manual export
Export
the report manually as a CSV file. The exported file can be saved to a NAS or a PC that can access
Web Maintenance Console.
• Scheduled export
The report is exported automatically as a CSV file at specified times. Up to 10 schedules can be registered
and each one can be enabled or disabled individually. The file is exported according to the selected report
profile filter settings and the exported file can be saved to a USB memory device connected to the PBX or
a NAS. If the file exceeds 10,000 lines, it is split into separate files of up to 10,000 lines.
Export-related data (date and time, description, export type and setting values, report profile and
completion status) is recorded and can be viewed in the Export History.
For details about ACD report items, refer to the PC Programming Manual.
194 Feature Manual Document Version 2016-03
10.1.8 ICD Group Features—Supervisory Feature (ACD)
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