Technical data

ACD Group Call Traffic 10-59
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
ACD Group Call Traffic
ACD Group Call Traffic and Agent Call Traffic are automatically saved in the System.
Supervisor and Sub-Supervisor can check these kinds of Traffic data on their Digital-Phone.
And also Supervisor and Sub-Supervisor can access ACD Group Call Traffic web page in
Station Program of Web-Admin and then check and clear Traffic data.
ACD Group Call Traffic can be printed periodically as Information-Data format. And also
Supervisor and Sub-Supervisor can print these kinds of data manually.
1. Supervisor and Sub-Supervisor can check ACD Group Call or Agent Call Traffic with
{ACD Supervisor Traffic Check} feature code.
1) ACD Group Call Traffic
All of ACD call data will be saved and Traffic Data format is just like bellow lists.
a) Total Calls Count
b) Unanswered Call Coun
c) Average Call Time 00:00 (minute: second)
d) Average Ring Time 00:00 (minute: second)
e) Busy Count and Time 00:00:00 (hour: minute: second)
f) Number of calls count in Current Queue
g) Average Queued Time 00:00 (minute: second) and Longest Queued Time
00:00 (minute: second)
- Supervisor can check all of data with Volume Up/Down Key or Up / Down
in Navigation Key.
- During checking the Group Call Traffic information, Supervisor can clear all
of Group Call Traffic with [SPEED] button. If Supervisor uses 3-soft keyset,
Delete menu will be displayed at 3-soft menu.
- Average Call time means average conversation time of all of agent ACD
call.
- Busy count means how many times all of agents are busy. And Busy time
means total accrued Times of Agent's busy state.
- Information about Queued data will be always computed when there are
queued ACD calls in Queue
2) Agent Call Traffic
Agent's ACD call data will be saved and Traffic data format is just like bellow lists.
a) Total Calls Count
b) Unanswered Call Count
c) Average Call Time 00:00 (minute: second)
d) Average Ring Time 00:00 (minute: second)
Release 1.0
November 2010