Specifications

CHAPTER 12 NDA-24213
Page 254
Issue 3.0
MIS Statistical Definitions and Methods
Percentage Work Time
is the percentage of staffed time spent in the Work mode.
(Total Work Time / Total Staffed Time) * 100
Total ACD Busy Time
is the total 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 ACD Calls Answered
is incremented by one each time a call which has been distributed to an agent
position is answered. If a call has been distributed to a position but abandons while ringing, this counter is not
incremented.
Total ACD Calls Transferred
is incremented by one when a call has been answered and is subsequently
transferred to another position, split, or even outside of the ACD.
Total ACD Hold Time
is the amount of time an ACD call was placed on hold.
Total ACD Talk Time
is the amount of time from when an ACD incoming call is answered to the time the call
is released. Time the call was placed on hold is included in this time.
Total All PBX Calls
is the number of incoming calls received plus the number of outgoing calls made on an
agent’s PBX line.
Total Assist Requests
is incremented by one when the Assist key of a position is pressed.
Total Break Time
is the amount of time the agent spent in any of the Break mode types.
Total Calls Abandoned
is the number of incoming ACD calls which are released prior to the call being
answered by an agent. Calls which queue to multiple splits and abandon appear only in the statistics of the split
to which the call initially queued.
Total Calls Overflowed
is the number of incoming ACD calls which are subsequently queued to and answered
in another split after being first queued to the split being measured.
Total Calls Received
is the number of incoming ACD calls handled, including calls answered, abandoned, or
overflowed.
• Calls which are transferred into a split are counted as received calls.
• Calls which are queued to multiple splits are counted in the original queued-to split as well as in the
answering split in an overflow scenario.
• If the call does not overflow but is subsequently answered by the original queued split, then that split is the
only one credited with a received call.
Total Calls Answered + Total Calls Abandoned + Total Calls Overflowed
Total PBX IN Calls Answered
is incremented by one each time a call is answered on a position’s PBX line.
Total PBX IN Talk Time
is the amount of time from when a PBX line call is answered until it is released. Time
the call was placed on hold is included in this time.
Total PBX OUT Calls Answered
is incremented by one each time a call is placed on a position’s PBX line.
Total PBX OUT Talk Time
is the amount of time from when a PBX line call is placed until it is released. This
includes time the caller heard ring back tones until the call was answered, plus time the call was placed on hold.