Panasonic KX-NS1000 Programming Manual page 186

8.4.2 Users—ICDG Management—ACD Report
Feature Guide References
2.2.2.9 Supervisory Feature (ACD)
Group
Group—View Report
To display a report according to groups, follow the procedure below. This feature requires the Call Centre
Feature Enhancement activation key. If this activation key is not installed, the View Report button is greyed
out.
1.
Enter the report output conditions and click the View Report button.
2.
The ACD Report - Group Report screen is displayed.
3.
Results for the following items are displayed.
Item
Incoming Calls
Talk Time
Wait Time
Wait Time (Answered)
Wait Time (Lost)
186 PC Programming Manual
Total The number of incoming calls received by the target ICD group.
Answered The number of incoming calls answered by the target ICD group.
Lost The number of incoming calls to the target ICD group cancelled by
the caller.
Overflow The number of overflowed incoming calls to the target ICD group.
Total The total talking time of answered calls for the target ICD group.
(HH:MM:SS)
Average The average talking time of answered calls for the target ICD group.
(HH:MM:SS)
Max. The longest talking time of answered calls for the target ICD group.
(HH:MM:SS)
Total The total waiting time of answered calls for the target ICD group.
(HH:MM:SS)
Average The average waiting time of answered calls for the target ICD group.
(HH:MM:SS)
Max. The longest waiting time of answered calls for the target ICD group.
(HH:MM:SS)
Total The total waiting time of cancelled calls for the target ICD group.
(HH:MM:SS)
Average The average waiting time of cancelled calls for the target ICD group.
(HH:MM:SS)
Max. The longest waiting time of cancelled calls for the target ICD group.
(HH:MM:SS)
Description