Specifications

NDA-24213 CHAPTER 12
Page 255
Issue 3.0
MIS Statistical Definitions and Methods
Total PBX Talk Time
is the amount of time spent talking on incoming calls received plus the time talking on
outgoing calls on an agent’s PBX line.
Total Ready Time
is the amount of time the agent was in Ready mode.
Total Ring Time
is the amount of time the agent’s position was ringing.
Total Staffed Time
is the amount of time from agent log-in until log-out, minus any time spent in a Break mode
of any type.
Total Trunk Usage (CCS)
is the total time the trunk was in use for ACD calls expressed in Hundred Call
Seconds.
Total ACD Busy Time / (Number of Trunks in the Group * 100)
Total Work Time
is the amount of time from when an agent presses the Work key to enter the Work mode until
the Work key is pressed again to exit Work mode.
• In the case of a Multi-Split Agent, this time is normally attributed to the split which is the agent’s attribute
split.
• Work time is attributed to a non-attribute split only when entering Work mode after answering a call for a
non-attribute split.
• After exiting Work mode for the first time prior to a non-attribute split call, all subsequent Work mode time
is returned to the attribute split.