Reports: Automatic Call Distribution

Reports: Automatic Call Distribution


The Automatic Call Distribution (ACD) Report provides performance metrics and can be selected by date range, all campaigns or a specific campaign, all DNIS or a specific DNIS, All call types or a specific call type in summary and detail format.  Once the report has completed, it can be exported to either a CSV or PDF. 




Fields include:

Field                                           Description/Definition
Date
Date of call(s)
Campaign
Campaign Name
Total Calls
Total calls  during selected time frame
Total Agent Calls
Total Agent Calls during selected time frame
Average Wait Time
Average Wait Time
Wait Time StDev
Wait time Standard Deviation
Longest Wait Time
Longest Wait Time
Average Talk Time
Average Talk Time
Talk Time StDev
Talk Time Standard Deviation
Average Hold Time
Average hold time
Hold time StDev
Hold time standard deviation
Longest Hold Time
Longest Hold Time
Total Abandoned Calls
Total Abandoned Calls
Total Timeout Calls
Total Timeout Calls
Total % Abandoned
Total % Abandoned
Average Abandoned Wait
Average Abandoned Wait
Abandoned Wait StDev
Abandoned Wait Standard Deviation
<30
Total calls wait time < 30
30-60
Total calls wait time 30-60 seconds
61-90
Total calls wait time 61-90 seconds
>90
Total calls wait time < 90 seconds

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