ACD REPT 2 heading explanations

[pcutler]

Hi Folks,

I need a bit of help translating Nortel speak into plain English.

What I'm looking for is an easy to understand explanation of what the headings in ACD REP 2 mean.

The headings I need explanations of are:

Recall to Source
TSF
TOF IN
TOF out
Overflow
Interflow/Busy

Thanks for your help.

PC

 

[Reusser]

Here is a heading description for the report2 heading you asked - Hope it helps


TSF
(4 digits)
Telephone Service Factor Measures how quickly incoming calls are
answered. The customer specifies the time T (in seconds) with a service
change or by using the TSF command as described in “Telephone Service
Factor time (TSF)” on page 37. The percentage of incoming calls answered or
abandoned before T seconds is the TSF. A value of 100 means that all calls
were answered or abandoned within T seconds.
BT = calls Answered/Abandoned BEFORE T seconds
AT = calls Answered/Abandoned AFTER T seconds
TO = TOTAL of calls Answered or Abandoned
(1) BT + AT = TO
(2) BT ÷ TO = TSF
Calls Time Overflowed and answered by target agents (TOF In Calls) are
included in these calculations because TOF In Calls accumulate a Before T
(BT) value. However, TOF In Calls do not last in the target queue long enough
to accumulate an After T (AT) value.
Calls Time Overflowed from a source IVR DN (TOF-OUT) are not counted in
this field because the TSF factor does not apply to calls answered by the
source agent. The TSF field is upgraded when the next report is updated. The
TSF field is not upgraded when the IVR queue goes into night service or
during the 30-second display of ongoing status.

TOF IN
(3 digits)
Time Overflow Calls In The number of calls redirected by the Time Overflow
(TOF) feature. The TOF-IN field shows the number of calls that exceed a TOF
Timer (TOFT), the number of Enhanced Overflow calls that exceeded the
Enhanced Overflow table timer, and Network ACD calls that were answered
by a remote target agent that overflowed by time into this ACD DN.

TOF OUT
(3 digits)
Time Overflow Calls Out The number of calls redirected by the Time
Overflow (TOF) feature. The TOF-OUT field shows the number of calls that
exceed the TOFT and overflow by time to a target IVR DN.

OVERFLOW
(5 digits)
Calls Overflowed to Another Queue The total number of calls redirected to
another IVR DN with Automatic Overflow, excluding Time Overflow calls.

INTERFLOW
BUSY
(7 digits)
Calls given standard Interflow treatment or calls given Busy tone The
number of calls treated as standard Interflow calls and calls given a busy tone
by Supervisor Control of Queue Size. Interflow calls are indicated with an I
appended to the entry; calls treated with the busy tone are noted with a B
next to the entry. The Totals row lists both types of call treatment.