BusinessPhone Communication Platform 4.0
Facilities

## ACD Statistics

## Definition

ACD function offers the user three forms of statistics:

- built-in statistics
- Management System MS (for Supervisors)

- CCS Standard
- CCS Basic

- Agent Desktop System (for Agents and Supervisors)

- CCA

## Use

The ACD-function provides several different possibilities 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 connected 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.

## Limitation

Not applicable.

## Programming

Commands for build-in ACD-statistics.

3701 |  | Period initiation

3805 |  | Read the number of calls within the time period

3806 |  | Read the number of answered calls within the time period

3807 |  | Read average queue time

3810 |  | Supervision time, T1, for statistics

3811 |  | Supervision time, T2, for statistics

3812 |  | Number of answered calls before time T1

3813 |  | Number of answered calls after time T1

3814 |  | Number of abandoned calls before time T2

3815 |  | State number of abandoned calls after time T2

3068 |  | Printout ACD statistics

0101 |  | Facility COS

3707 |  | Printout command

## Equipment

To obtain a printout the connection of a printer to an (installed in the system) AUX board (V.24/RS232C port) is required. Output of data records takes place via the first free I/O-channel that is activated with command 6011. Programming of the type of printer, bit rate and character set is achieved via commands 6006-6009.

Revision: E © Ericsson Enterprise 2003