NEC Neax2000 Ivs Acd Mis System Manual

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The header information on a report (title, dates, ACD group or groups, etc.) is determined by the selections made
for report type, reporting period, and ACD group(s).  The statistics columns differ for each report type. The for-
mat of the far left-hand column (Call Arrival/Group Number) varies according to the Breakdown parameter se-
lected. (Different Breakdown parameters are illustrated on the following pages.)
3.4.6 Examples of Reports and...

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GENERAL DESCRIPTION
Break down = Hourly
Break down = By Period
Total statistics are recorded for each preset time interval (Storage Interval) of the specified single date or full
reporting period.
In this application, the presence of asterisks for any one hour period indicates the segment has been set in at less
than 60 minutes (see Section 3.6.7 - Storage Intervals).  The number of asterisks displayed is dependent on the
segment selected.
For example, in the...

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Revision 1 Break down = Daily
Break down = Monthly
Break down = Weekday
Break down = Total
Call Arrival
---------------------
03/22/94
03/23/94
    :
    :
    :
03/28/94
---------------------
Total
*************
Cumulative Perc.Total statistics are recorded for each calendar date 
in the specified reporting period:
Call Arrival
---------------------
January
February
March
April
May
June
July
---------------------
Total
*************
Cumulative Perc.Total...

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GENERAL DESCRIPTION
Calls Waiting Report
The Calls Waiting report profiles main aspects of ACD call handling.  The statistics are defined as:
No. of Calls - Offered:The total number of ACD calls received by the system, including answered, aban-
doned, and undetermined (e.g., still queued), for the specified period of the report.
Non-ACD calls are excluded.
The total (0000-2359) is a direct addition.
No. of Calls - Answered:The number of original calls that resulted...

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Average Delay:The average waiting time of ACD calls which are either in the queue or ringing agents,
calculated as:
      Total delay for the period     
     Total calls offered for the period
The total (0000-2359) is calculated as:
      Total delay for the system     
    Total calls offered for the day
Longest Delay:The maximum time taken to answer any ACD call, either while queued or ringing an
agent.
The total is the highest recorded value...

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GENERAL DESCRIPTION
Calls Abandoned Report
mm:ss = minutes and seconds
The Calls Abandoned report is an analysis of received calls that were disconnected by the callers before an agent
became available.  Statistics are defined as follows: 
No. of Calls - Offered:The total number of ACD calls received by the system, including answered, aban-
doned, and undetermined (e.g., still queued), for the specified period of the report.
Non-ACD calls are excluded.  
The  total...

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Calls Abandoned Within:The separation of general calls abandoned into specified individual time limit pe-
riods (set in Report Time Values). Values in any one column include calls aban-
doned up to and including the time limit indicated for that column. Cumulative
percentage values of calls registered within each time limit are also given at the end
of the report.
The  totals (0000-2359) are direct additions.
Average Delay:Average waiting time...

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GENERAL DESCRIPTION
Call Duration Report
mm:ss= minutes:seconds
The Call Duration report considers aspects of actual conversation time as an analysis of successful calls. The
statistics are defined as follows:  
No. of Calls - Offered:The total number of ACD calls received by the system, including answered, aban-
doned, and undetermined (e.g., still queued), for the specified period of the report.
Non-ACD calls are excluded.
The  total (0000-2359) is a direct...

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Calls Talked Within:The breakdown of conversation times into specified individual time periods (set in
Report Time Values). 
Values in any one column include call durations up to and including the limit indi-
cated for that column. Cumulative percentage values of calls registered within each
period are also given at the end of the report.
The  totals (0000-2359) are direct additions.
Average Talk:The average conversation time for all answered...

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GENERAL DESCRIPTION
Traffic Analysis Report
mm:ss = minutes and seconds
The Traffic Analysis report summarizes the call-handling performance by including total, average, and maxi-
mum values for the parameters contained in the Calls Waiting, Calls Abandoned, and Call Duration reports.  The
statistics are:
No. of Calls - Offered:The total number of ACD calls received by the system, including answered, aban-
doned, and undetermined (e.g., still queued), for the...