NEC Neax2000 Ivs Acd Mis System Manual

GENERAL DESCRIPTION
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No. of Calls - Abandoned:The number of calls where the caller disconnected while queued or ringing an
agent.
The total (0000-2359) is a direct addition.
Average Time Answered:The average waiting time between ringing an agent and start of conversation for all
calls answered, calculated as:
   Total waiting time for the period   
   Total calls answered for the period
The total (0000-2359) is calculated as:
Total waiting time for the system
Total...

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GENERAL DESCRIPTION
Longest Time Abandon:The longest waiting time before disconnection of any calls abandoned.
The total is the highest recorded value for the whole reporting period. 

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Group Workload Report
mm:ss = minutes and seconds
The Group Workload report compares the demand and response aspects of call handling by the addition of per-
centage statistics.  The statistics are defined as follows:
No. of Calls - Offered:The total number of ACD calls actually directed to the assigned group(s) for the
specified period of the report, including calls answered, abandoned, and undeter-
mined (e.g., still queued).  Non-ACD calls are...

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GENERAL DESCRIPTION
Average Time - Talk:The average conversation time of the calls answered by agents, calculated per as-
signed group as:
                        Total conversation time                    
                   Total number of  calls terminated after conversation
The total is similarly calculated, but with respect to the whole system.
Average Time
- Abandoned:The average waiting time of calls that were disconnected by the caller while in the
queue...

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Group Performance Report
hh:mm:ss = hours, minutes and seconds
The Group Performance report compares occupancy on non-ACD and ACD calls and idle (available) mode for
the specified ACD group(s).  The relevant statistics are:
No. of Calls - ACD:The total number of ACD calls directed to the assigned group(s) for the specified
period of the report, including calls answered, abandoned, and undetermined (e.g.,
still queued).  Non-ACD calls are...

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GENERAL DESCRIPTION
Average Time - ACD:The average conversation time for all ACD calls which were answered, calculated
per assigned group as:
Total conversation time on ACD calls
Total number of ACD calls answered
The total is similarly calculated, but with respect to the whole system.
Average Time - NACD:The average conversation time on non-ACD calls that were answered, calculated
per ACD group as:
Total conversation time on non-ACD calls
Total number of answered...

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Group Break and Work Report
The Group Break and Work Report compares occupancy on ACD, non-ACD, Break, Work, and Idle (available)
mode for the specified ACD group(s). (ACD+ NACD + Break + Avail = 100%.)  The report also shows the
average and total time that the group has been in Break and Work mode.
Average Time - Break:The average time that the group was in the Break mode, calculated per assigned
group as:
               Total break time...

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GENERAL DESCRIPTION
Percentage ACD:The percentage of time that the group spent on ACD calls.
Percentage NACD:The percentage of time that the group spent on non-ACD calls.
Percentage Break:The percentage of time that the agents of the specified group were in Break mode.
Percentage Work:The percentage of time that the agents of the specified group were in Work mode.
Percentage Avail:The percentage of time that the agents of the specified group were idle (available).  

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Agent Demand Report
For each hourly recording period, the Agent Demand report shows the varying agent availability for the speci-
fied ACD group(s), together with numerical and percentage values profiling the call-handling performance. The
statistics are:
No. of Agents:The maximum number of agents logged on at any time during the hourly period.
The total (0000-2359) is the maximum number of agents for the day.
No. of Calls (Per Agent)
-...

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GENERAL DESCRIPTION
The total is calculated as:
  Total number of calls answered for the day 
The maximum number of agents logged on
GOS %:The percentage of ACD calls answered within the x-seconds time limit for the sys-
tem’s Grade of Service (set in Report Time Values), calculated as:
               Total number of calls answered in x seconds  
    x 100
Total number of calls answered for the period
The total is the GOS for the day.
Abandoned %:The percentage of...