Vodavi Discovery Acd User Guide

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Talk time on answered calls X X X
Talk time of outgoing calls X X X
Call time of outgoing calls X X X
Call hold time on inquiry hold X X X
Handling timeX
Number of calls X X X
Number of transferred calls X X
Wait time X X X
Wait time on abandoned calls X X X
Longest
Call hold time X X
Answered call time (includes wrap-up time) X XTable 7: Line Traffic Reports
ParameterLine Group Traffic 
ReportLine Group Traffic 
Profile...

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Call talk time X X
Outgoing call time X X
Outgoing call talk time X X
Answered call wait time X X
Abandoned call wait time X X
GOS for
Line group (abandoned calls included) X X
Line group (abandoned calls excluded) X X
Percentage of
Abandoned incoming calls X X
Line allocation time (normalized to shift collected in 
report)X
Target answer time X XTable 7: Line Traffic Reports
ParameterLine Group Traffic 
ReportLine Group...

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Traffic Reports for DIDs*
There are four different report templates available within the 
Discovery ACD for traffic reporting on DIDs. Parameters available 
for each report are listed in Table 8.
†DID Group Traffic Report – provides a breakdown of traffic 
information for all DID groups within a DID super group 
(group of groups), such as All DIDs.
†DID Group Traffic Profile Report – provides a profile of traffic 
information...

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Table 8: DID Traffic Reports
ParameterDID Group 
Traffic ReportDID Group 
Traffic Profile 
ReportDID Traffic 
ReportDID Traffic 
Profile Report
Number of
Answered incoming callsXXXX
Transferred calls to another extension/agent X X X X
Inquiry hold calls X X X X
Calls abandoned before answer X X X
Call time more than long wait analysis threshold X X X
Call wait time fore than long call analysis 
threshold, not including...

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Erlangs or traffic on each DID group X X X X
Calls transferred (maximum) X X X X
Average/Total
Answered call time (includes wrap-up time) X X X X
Talk time on answered calls X X X X
Call hold time on inquiry hold X X X X
Number of calls X X X X
Number of transferred calls X X X X
Wait time XXXX
Wait time on abandoned calls X X X X
Longest
Call hold time X X X XTable 8: DID Traffic Reports
ParameterDID Group 
Traffic ReportDID...

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Answered call time (includes wrap-up time) X X X X
Call talk time X X X X
Answered call wait time X X X X
Abandoned call wait time X X X X
GOS for
DID group (abandoned calls included) X X X X
DID group (abandoned calls excluded) X X X X
Percentage of
Abandoned incoming calls X X X
Target answer time X X X XTable 8: DID Traffic Reports
ParameterDID Group 
Traffic ReportDID Group 
Traffic Profile 
ReportDID Traffic 
ReportDID...

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Utilization Reports
Utilization reports apply to agents and extensions only. This type of 
report is available in two formats: standard and profile. There are four 
utilization reports in all; available parameters are listed in Table 9.
The reports are presented in a time band-per-column format. 
Pagination of the reports will occur if either there are too many time 
bands to fit in the height of a page or there are too...

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Table 9: Utilization Reports
ParameterAgent
Utilization
ReportAgent
Utilization 
Profile ReportExtension
Utilization
ReportExtension
Utilization 
Profile Report
Time Spent
Handling incoming calls; includes talk time plus 
any time spent on holdXXXX
Handling outgoing calls; includes talk time plus 
any time spent on holdXXXX
Handling internal/intercom calls, includes talk 
time plus any time spent on holdXXXX
With...

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Busy; usually caused by setting up an outgoing 
call or leaving the handset off the hookXXXX
Free XXX
With external calls ringing at the agent station (% 
ring on, Inc)XXXX
With internal calls ringing at the agent station 
(%ring on, Int)XXXX
Logged-on/-off XXXXTable 9: Utilization Reports
ParameterAgent
Utilization
ReportAgent
Utilization 
Profile ReportExtension
Utilization
ReportExtension
Utilization 
Profile Report 

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Contention Reports
Contention reports are available as standard or profiled over flexible 
time periods.
Contention Report (standard)
A contention report provides the percentage of time a variable 
number of members in a group were simultaneously free/busy; 
statistics are presented either as non-cumulative or cumulative. 
†Non-cumulative - Each line of the report gives the percentage 
that all members were free....