1
Download ACD System Description
Transcript
Chapter 2, ACD Reports Field (Statistic) Description Arithmetic Mean for: The arithmetic mean time is a calculation that uses statistics from an ACD Profile report for a specified pilot number. Every time the system updates a statistic, it also recalculates the arithmetic mean time. This report provides means for the following: • Average abandon time (ABN=) • Average answer time (ANS=) • Average queue duration (QUE=) • Average overflow time (OVF=) • Duration since statistics last cleared (DUR=) Each of these fields will show "*****" until at least five instances of a certain call event have occurred. 42 M M DIRN The directory number of the ACD line on which the given agent last signed on. Agent ID The unique number that identifies the agent. Agent Name A name for the agent (if available). Aastra – 2541-003
