Specifications

NDA-24213 CHAPTER 12
Page 253
Issue 3.0
MIS Statistical Definitions and Methods
CHAPTER 12 MIS Statistical Definitions and Methods
(Notations beneath definitions indicate the method used to calculate the statistic shown.)
All Trunks Busy Time
is the amount of time all circuits are in use in a trunk group.
Average ACD Busy Time
is the average amount of time a trunk was in use for ACD calls. This includes all time
the circuit was active (from the time the call queued until the time the call released).
Total Trunk Busy Time / Total ACD Calls Received
Average ACD Talk Time
is the total amount of time spent talking on ACD incoming calls divided by the number
of calls answered.
Total ACD Talk Time / Total ACD Calls Answered
Average Delay Time Abandoned
is the average amount of time a caller waits before releasing without being
answered.
Total Time In Queue for Abandoned Calls
/
Total Calls Abandoned
Average Delay Time Answered
is the average amount of time a call waits prior to being answered.
Total Time In Queue for Answered Calls / Total Calls Answered
Average Speed of Answer
is the average amount of time a call waits prior to being answered.
Total Time In Queue for Answered Calls / Total Calls Answered
Grade of Service
is the percentage of calls answered within the user-defined service threshold (number of
seconds).
(Number of Calls Answered Within Threshold / Total Calls Received) * 100
Longest Waiting Call
is the longest time a call waited in queue before being answered or releasing
.
This time
is kept for current waiting calls, and calls completed within this hour or within this day.
Within any hour it is possible for the longest waiting call to be reported as greater than one hour, due to calls
being reported in the hour they were handled.
Number of Trouble Reports
is the number of times the Trunk Trouble key was pressed while an incoming ACD
call was active on this trunk.
Percentage Hold Time
is the percentage of time an incoming ACD caller was placed on hold in relation to the
total talk time.
(Total Hold Time / Total Talk Time) * 100
Percentage of Calls Abandoned
is the percentage of incoming ACD calls which release before being
answered.
(Total Calls Abandoned / Total Calls Received) * 100
Percentage Ready Time
is the percentage of staffed time spent in the Ready mode.
(Total Ready Time / Total Staffed Time) * 100
Percentage Ring Time
is the percentage of staffed time spent in the Ringing mode.
(Total Ring Time / Total Staffed Time) * 100
Percentage Talk Time
is the percentage of staffed time spent in the Talk mode.
(Total Talk Time / Total Staffed Time) * 100