User guide

T R A F F I C A N A L Y S T U S E R S G U I D E
J U N E 20 11 I M P A C T T E C H N O L O G I E S , I N C 16 2
C O N F I D E N T I A L A N D P R O P R I E T A R Y
Column Heading Description Report
Outgoing (secs) Seconds of usage for outgoing calls placed by operator when
no other party was on the line divided by the number of
outgoing calls placed by operator when no other party was on
the line.
Call Length
Outside – Redirected Number of outgoing calls placed by console for another party. Call Profile
Outside - Redirected
(secs)
Seconds of usage for outgoing calls placed by console for
another party.
Followed by:
Seconds of usage for outgoing calls placed by console for
another party divided by the number of seconds that the
console is manned.
Utilization
Outside (secs) Seconds of usage for outgoing calls placed by console for
another party divided by the number of outgoing calls placed
by console for another party.
Call Length
Queued Calls Answered Number of answered calls that had been queued. Call Profile
Recall – Console Activity
(secs)
Seconds of usage for recalls.
Followed by:
Seconds of usage for recalls divided by the number of
seconds that the console is manned.
Utilization
Recalls Number of recalls. Call Profile
Recalls (secs) Seconds of usage for recalls. Utilization & Service
Recalls (secs) Seconds of usage for recalls divided by the number of recalls. Call Length
Total – Blocked (Hrs) (The sum of auto blocked time and manual blocked time)
divided by 3600.
Note that the HiPath 4000 does not supply data for this field,
so reports will display zeros.
Activity
Total – Console Activity
(secs)
The sum of seconds of usage for incoming external calls,
seconds of usage for incoming internal calls, and seconds of
usage for recalls.
Followed by:
(The sum of seconds of usage for incoming external calls,
seconds of usage for incoming internal calls, and seconds of
usage for recalls) divided by the number of seconds that the
console is manned.
Utilization
Transfer – Redirected Number of transferred external calls. Call Profile
Transfers (secs) Seconds of usage for transferred external calls divided by the
number of transferred external calls.
Call Length
Xfer - Redirected (secs) Seconds of usage for transferred external calls.
Followed by:
Seconds of usage for transferred external calls divided by the
number of seconds that the console is manned.
Utilization