User`s guide

7(11)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 D
107/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD STATISTICS
Definition
ACD function offers the user three forms of statistics:
• built-in statistics
• Management System MS
(for Supervisors)
a) CCS Standard
b) CCS Basic
• Agent Desktop System
(for Agents and Supervisors)
a) CCA
Use
The ACD-function provides several different possibili-
ties of obtaining traffic monitoring and statistics. In its
simplest form this is obtained as an included part of
the system.
The ACD-function embraces a number of included
statistics functions. Statistics facilitate assessment of a
system's quality regarding answered calls and average
queue times.
The statistics are calculated during a certain time-
period. This time period can be programmed for a
period of up to one month.
The following details are obtained per measurement
period:
• Total number of calls per ACD-group
• Total number of answered calls per ACD-group
• Average queue time per ACD-group
Two threshold times (T1 & T2) can be programmed for
use as reference for approved queuing time. During
the defined time periods the following information can
be obtained:
• Number of calls answered before programmed
time T1
• Number of calls answered after programmed
time T1
• Number of calls abandoned before programmed
time T2 is reached
• Number of calls abandoned after programmed
time T2 is reached
Printout of included statistics
The obtained statistics can be printed out on a con-
nected printer (*40#) connected to a V.24-port in
ASB 150 02.
The statistics are presented on one line on the printer.
The information is read from the left:
• ACD-group
• Calls total
• Answered before T1
• Answered after T1
• Abandoned before T2
• Abandoned after T2
• Average queue time
• Time T1/T2
Note that obtained statistics are erased when a new
time period is programmed.
Alternatively, the included statistics can be fetched
directly from the display on an EXECUTIVE telephone.
Operation
The included (into the system) statistics function can
be printed out on a connected printer. The extension
must possess a category that permits initiation of
printouts.
Command:
* 40 #
It is advisable to store the command on a name
selection key for easier handling.
Capacity
Not applicable.