NEC Neax2000 Ivs Acd Mis System Manual

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 23
Revision 1
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 Report Formats
The following pages illustrate:
Different report formats based on Break down selection
Examples of ACD-MIS reports
Procedures and available options are described in Chapter 3, “OPERATING PROCEDURES,” .
Report Format versus Break Down Selection
NEAX 2000 IVS ABC TRAVEL LTD Page No: 1
ACD-MIS Calls Waiting for 02/24/94 to 02/28/94 Date: 03/25/94
Ver 5.XX Group No.: 6300 Time: 15:46
No. of Calls ----Calls answered within (secs)---- Avg Long
offer answer

						

							CHAPTER 1 NDA-30094
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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 diagram below, two (2) asterisks for 06:00 - 06:59 indicate a segment of 20 minutes; and
three (3) asterisks for 07:00 - 0759 indicate a segment of 15 minutes.  Recorded statistics  correspond to indi-
vidual periods, as shown below:
Call Arrival
---------------------
00:00 - 00:59
01:00 - 01:59
    :
    :
    :
22:00 - 22:59
23:00 - 23:59
---------------------
Total
*************
Cumulative Perc.Total statistics are recorded on an hourly basis for
either the specified single date (e.g., Date Type =
today, yesterday, or for date) or the full reporting
period (Date Type = last week, this month, date
range, etc.).
Call Arrival
---------------------
00:00 - 00:59
01:00 - 01:59
    :
    :
    :
06:00 - 06:59 - from 06:00 to 06:19
    * - from 06:20 to 06:39
    * - from 06:40 to 06:59
07:00 - 07:59 - from 07:00 to 07:14
    * - from 07:15 to 07:29
    * - from 07:30 to 07:44
    * -  from 07:45 to 07:59
08:00 - 08:59
     :
     :
     :
23:00 - 23:59
---------------------
Total
*************
Cumulative Perc.
Segment = 20 minutes →
Segment = 15 minutes → 
						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 25
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 statistics are recorded for each month
of the specified reporting period:
Call Arrival
---------------------
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
---------------------
Total
*************
Cumulative Perc.Total statistics are recorded for each
day of the week (for each full week) of the 
specified reporting period:
Group Number
---------------------
6300
6336
---------------------
Total
*************
Cumulative Perc.Total statistics per ACD group are recorded for  
the specified single date or full reporting period: 
						

							CHAPTER 1 NDA-30094
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Revision 1
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 in conversation with an agent.
The total (0000-2359) is a direct addition.
Calls Answered Within:The separation of general calls answered into specified individual time limit peri-
ods (set in Report Time Values). Values in any one column include calls answered
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 re-
port.
The totals (0000-2359) are direct additions.
NEAX 2000 IVS ABC TRAVEL LTD Page No: 1
ACD-MIS Calls Waiting for 3/24/94 Date: 03/25/94
Ver 5.XX Group No.: 6300 Time: 11:00
No. of Calls --Calls answered within (secs)-- Avg Long
offer answer  

						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
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Revision 1
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 for the whole reporting period. 
						

							CHAPTER 1 NDA-30094
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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 (0000-2359) is a direct addition.
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.
NEAX 2000 IVS ABC TRAVEL LTD Page No: 1
ACD-MIS Calls Abandoned for 3/24/94 Date: 03/25/94
Ver 5.XX Group No.: 6300 Time: 11:00
No. of Calls -Calls abandoned within (secs)- Avg Long
offer abandn  

						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 29
Revision 1
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 before disconnection by callers, either from the queue or
while ringing an agent, calculated as:
   Total queue time + total ring time   
  Total calls abandoned for the period
The  total (0000-2359) is calculated as:
 Total waiting time for the system 
 Total calls abandoned for the day
Longest Delay:The longest time before abandonment of any call that is queued or ringing an agent.
The total is the highest recorded value for the whole reporting period. 
						

							CHAPTER 1 NDA-30094
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Revision 1
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 addition.
No. of Calls - Talked:The number of original calls that resulted in conversation with an agent.
The total (0000-2359) is a direct addition.
NEAX 2000 IVS ABC TRAVEL LTD Page No: 1
ACD-MIS Calls Duration for 3/24/94 Date: 03/25/94
Ver 5.XX Group No.: 6300 Time: 11:00
No. of Calls -Calls talked within (secs)- Avg  Long
offer talked  

						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
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Revision 1
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 calls, calculated as:
 Total duration time for the period 
 Total calls answered for the period
The total (0000-2359) is calculated as:
 Total duration time for the system 
  Total calls answered for the day
Longest Talk:The maximum conversation time of any answered call.
The total is the highest recorded value for the whole reporting period. 
						

							CHAPTER 1 NDA-30094
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Revision 1
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 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 in conversation with an agent.
The total (0000-2359) is a direct addition.
NEAX 2000 IVS ABC TRAVEL LTD Page No: 1
ACD-MIS Calls Duration for 3/24/94 Date: 03/25/94
Ver 5.XX Group No.: 6300 Time: 11:00
No. of Calls ---Average Time---- ----Longest Time----
offer answer abandn answd talk abandn answd talk abandn
Call Arrival mm:ss mm:ss mm:ss mm:ss mm:ss mm:ss
00:00 - 00:59
01:00 - 01:59
:
:
09:00 - 09:59
10:00 - 10:59
11:00 - 11:59
12:00 - 12:59
13:00 - 13:59
14:00 - 14:59
15:00 - 15:59
16:00 - 16:59
17:00 - 17:59
:
:
22:00 - 22:59
23:00 - 23:59000
000
38 33 5
60 59 1
84 73 11
23 23 0
18 18 0
37 35 2
42 40 2
14 13 1
954
000
00000 0
00 0
:
:
12 06:33 08
17 08:03 04
15 09:51 14
11 07:53 0
10 05:21 0
18 04:45 09
22 04:39 11
10 04:41 08
09 07:16 08
:
:
00 0
00 0000
000
19 09:44 13
19 09:33 04
23 13:22 31
15 13:33 0
13 09:51 0
17 08:27 12
29 10:05 14
13 08.24 08
12 08.13 09
000
000
Total 325 299 26 15 07:09 11 29 13:33 31
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