ESI IVX X-Class User's Guide download pdf (Page 31)

IVX X-Class Administrator’s Manual Function 7: Reports

F.3

Function 73 report description

The ACD department detail report is divided into four major sections: the report header, the incoming

ACD call statistics, the PBX call statistics, and the report footer.

Report header

The

report header

includes the report name (“ACD Report by Department, Current” or “ACD Report

by Department, Previous”), ACD department name and number, report start date and time, and ending

data and time:

•

Start

— Beginning date and time of the reporting period. This will match the ending date and time of

the previous report.

•

End

— Ending date and time of the reporting period.

Incoming ACD call statistics

The

incoming ACD call statistics

section shows ACD calls offered to each ACD agent position.

These are calls that are transferred to, or ring into, the department number and then are distributed to

the agent positions (extensions).

Column name Description

Ext ACD extension

Name Extension name

Answer

Number of ACD incoming calls answered at that extension (includes Esi-Link calls to

the ACD department)

Duration Total time connected to ACD calls

Recovered

Number of ACD calls unanswered at that extension and returned to the ACD queue.

PBX call statistics

The

PBX call statistics

section shows non-ACD calls for each extension — i.e., all calls that weren’t

delivered directly through the ACD department number.

Column name Description

Answer Number

Duration Total time connected to incoming PBX calls

Out Number of PBX calls originated at that extension

Duration Total time connected to outgoing PBX calls

Report footer

The

report footer

includes totals of the incoming ACD call statistics and PBX call statistics; it also

includes the average and maximum

queue times

for each ACD department:

•

Average CO queue time

— The average length of time callers were holding (‘queued”) for an avail-

able agent over the reporting period.

•

Max CO queue time

— The maximum length of time one or more callers had been queued for an

available agent over the reporting period.

Each time a call is recovered, that ACD extension will be automatically logged-out of the ACD department. For more information,

see the Feature Phone User’s Guide for X-Class. (ESI part # 0450-0603).

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