Item Description
Result The processing result. (Answered/Abandoned/Overflowed/
Unanswered
*1
)
ICDG The incoming ICD Group number.
Incoming Agent The extension number of the agent that received the call.
*2
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)
*3
Trunk The incoming trunk group number.
Caller ID/CLIP The caller’s number.
*1
Unanswered is displayed when the agent did not answer the call if the ICD group distribution method is set to Uniform Call
Distribution or Priority Hunting.
*2
Displayed only when the ICD group distribution method is set to Uniform Call Distribution or Priority Hunting.
*3
The
unanswered wait time is displayed when the call was Unanswered and the ICD group distribution method is set to Uniform
Call Distribution or Priority Hunting.
Note
The displays described in *1
–*3 can be changed through system programming. For details, see
"11.5.3 PBX Configuration—[3-5-3] Group—Incoming Call Distribution Group—Miscellaneous—
Options—Call Log for Built-in ACD Report—ICD Group Unanswered Call Log".
3. Reports can be outputted in the following 2 ways.
• Export: Click the Export button to output the report to a local PC as a file.
• Print: Click the Print button to print the report.
4. Click the Close button to close the ACD Report - Call Report screen.
Maintenance Console Location
8.4.2 Users—ICDG Management—ACD Report
PC Programming Manual References
11.5.3 PBX Configuration—[3-5-3] Group
—Incoming Call Distribution Group—Miscellaneous—
Options—Call Log for Built-in ACD Report—ICD Group Unanswered Call Log
Feature Manual References
10.1.8 ICD Group Features—Supervisory Feature
(ACD)
Call—Filter Settings—Select Group
Follow the procedure below to select the target group for creating a report.
1. Click the Select button.
2. Click the ICD group name you want to analyze from the ICD group names displayed on the Available
Group for ACD Report window. (Maximum 64 groups displayed)
198 PC Programming Manual Document Version 2016-03
8.4.2 Users—ICDG Management—ACD Report
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