Vertical summit - ACD Statistics Report

Summit & Summit 800
Feature Description and Operation Manual Issue 1.2
15
ICLID Ring Assignment (204)
Web Admin.
STATION GROUP DATA
Station Group AssignmentACD Group Type
Station Group Attributes

Entered Caller ID(ICLID) Usage
ISDN LINE DATA ICLID Route Table
ICLID Ring Assignment
Related Features
 Automatic Call Distribution
 ICLID Call Routing
 Integrated Auto Attendant
Hardware
2.7.2 ACD Statistics Report
Description
ACD reports can be requested by the Supervisor and can be programmed for periodic output
over the SMDR port or selected TCP/IP 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
 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.