Simple Mode
[ACD Report]
An ACD report can be made with the following items included.
Group
Item Description
Incoming Calls
Total The number of incoming calls received by the target ICD group.
Answered The number of incoming calls answered by the target ICD group.
Lost The number of incoming calls to the target ICD group cancelled by
the caller.
Overflow The number of overflowed incoming calls to the target ICD group.
Talk Time
Total The total talking time of answered calls for the target ICD group.
(HH:MM:SS)
Average The average talking time of answered calls for the target ICD group.
(HH:MM:SS)
Max. The longest talking time of answered calls for the target ICD group.
(HH:MM:SS)
Wait Time
Wait Time (Answered)
Total The total waiting time of answered calls for the target ICD group.
(HH:MM:SS)
Average The average waiting time of answered calls for the target ICD group.
(HH:MM:SS)
Max. The longest waiting time of answered calls for the target ICD group.
(HH:MM:SS)
Wait Time (Lost)
Feature Guide 71
2.2.2 Incoming Call Distribution Group Features
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