ESI IVX X-Class User's Guide download pdf (Page 39)

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

F.3

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, as well as total abandoned calls and rerouted calls,

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.

• Abandoned calls — Total ACD calls that disconnected (hanged up) while held in queue or listening

to the ACD queue or hold prompt (announcement).

• Rerouted calls — Total ACD calls that followed the ACD department call forwarding assigned in

Function 33 after expiration of the ACD exit timer (assigned in Function 154).

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

see the User’s Guide.

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ESI IVX X-Class User's Guide Page 39