Definitions Telephony

Average Speed Answer

The average amount of time it takes before the calls are being answered. This value indicates the time waiting in the queue and the time rining at the agent voice terminal.
Avg Speed Ans = Sum of each complete call in Queue + Time Ringing / Total No of ACD Calls Answered

Abandones Calls

The total number of ACD calls that have hung up while waiting to be answered. This includes calls abandoned while waiting in the queue or while ringing.

Avg Abandoned Time

The avergae time ebfore an ACD calls is abandoned

Avg Abnd Time = Total abandoned Time / Total No of abandoned Calls

Average Talk Time

The average duration of ACD calls for each split. This includes the time each agent spent talking but does not include ring time at agent voice terminal

Average Talk Time = Total ACD talk time / Total no of ACD calls Answered

Average After Call
The average ACW time for call related Aftercall work time completed by agents in a particular split during this time interval. Call related ACW is the the time that occurs immediately after an ACD call . Average after call does not include time spent on direct incoming or outgoing calls while in ACW or tiem that immediately follows an extension call.

Avg After Call = Total Call related AVW time / No of Call Related ACW sessions

Percentage of IN service Level

the percentage of calls answered within the administered service level for this split. Calculation is based on the following

%IN Serv level = Accepted * 100 / ACD calls + Abandons + Outflows + dequeued

Accepted - Calls answered whose queue time was less than or equal to the administered service level for the split.

Dequeued - Calls the encountered the split queue but which was not ANSWERED or abaondoned or outflowed.

Average Speed Answer

The average speed answer for ACD and connect calls that have completed for a particular VDN during the current period. THis includes the time in vector processing , in split's queue and time rining.

Avg Speed Ans = Total Answer Time / Total ACD Calls + Total connect Calls

Connect Calls - No of calls that w2ere routed to a station or attendant or announcement and was answered there.

Flow out - The no of calls that were routed to another VDN or a trunk including sucessfull look ahead attempts.

Outgoing time

The average holding time for outgoing calls during the specified reporting interval.

Outgoing Time = Total Holding time for Outgoing calls/ Total no of outgoing calls

Incoming time

The average holding time for incoming calls to a particular trunk group during the specified reporting interval. Holding time is defined as the length of the time in minutes and secodns that a facility is used during a call.

Incoming Time = Total Holding for all incoming calls / Total no of Incoming calls

Total Calls Offered

The total number of completed calls that accessed the VDN during the current interval.

Call Offered = Acd calls + flow out + Call Busy/Disc + Abandoned calls

Held Abandoned Calls
The number of calls that abandon while the caller is in hold mode. Held calls which tiem out and re alert are included in the held abandoned call count.

Time to Abandoned
The average amount of time that calls spedn in queue and or ringing at the console before the callers hangup , usually measured in seconds.

Time to Abandoned = Total Delay for all Aband calls / Total no of calls abandoned