User`s guide

ESI Communications Servers Administrator’s Manual Function 7: Reports
G.4
Incoming ACD call statistics
The incoming ACD call statistics section shows ACD calls offered to each ACD agent position.
These are calls that are transferred to, or ring into, the department number and then are distributed to the
agent positions (extensions).
Column name Description
Ext ACD extension
Name Extension name
Answer
Number of ACD incoming calls answered at that extension
(includes Esi-Link calls to the ACD department)
Duration Total time connected to ACD calls
Recovered
1
Number of ACD calls unanswered at that extension and
returned to the ACD queue.
PBX call statistics
The PBX call statistics section shows non-ACD calls for each extension — i.e., all calls that weren’t
delivered directly through the ACD department number.
Column name Description
Answer Number
Duration Total time connected to incoming PBX calls
Out Number of PBX calls originated at that extension
Duration Total time connected to outgoing PBX calls
Report footer
The report footer includes totals of the incoming ACD call statistics and PBX call statistics; it also
includes the average and maximum queue times, as well as total abandoned calls and rerouted calls, for
each ACD department:
• Average CO queue time — The average length of time, in minutes and seconds, that callers were
holding (‘queued”) for an available agent over the reporting period.
• Max CO queue time — The maximum length of time, in minutes and seconds, that one or more
callers had been queued for an available agent over the reporting period.
• Abandoned calls — Total ACD calls that disconnected (hung up) while held in queue or listening to
the ACD queue or hold prompt (announcement).
• Rerouted calls — Total ACD calls that followed the ACD department call forwarding assigned in
Function 33 after expiration of the ACD exit timer (assigned in Function 154).
Notes:
1. A CO call transferred to an ACD department or ACD extension will be counted as a new call each time
it’s successfully transferred.
2. An ACD call transferred to the same, or another, ACD department will be counted as a new ACD call for
that department.
3. An ACD call transferred to an ACD extension will be counted as a PBX incoming call for that extension.
4. A PBX call (outgoing or incoming) transferred to an ACD department will be counted as an ACD call.
5. A call retrieved from hold will be counted as an incoming PBX call.
6. PBX calls that forward to voice mail or other forwarding destinations are not included in the ACD
department report.
7. An incoming ACD call that disconnects (hangs up) while ringing at an ACD extension won’t be counted
as an abandoned call.
1
Each time a call is recovered, that ACD extension will be automatically logged-out of the ACD department. For more information, see the User’s Guide.