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Do we get statistics with the NBX ACD

The ACD feature provides detailed statistics that help you manage your ACD operations effectively.

From the Group Statistics window, you can:

  • Click the Resource Report tab to view ACD contention statistics.
  • Select an extension, or extensions, and click Reset ACD Statistics. This resets ACD group statistics to zero while retaining current ACD agent statistics and updates the Last Reset Command Date field to the current date.
  • Select an extension, or extensions and click Reset ACD & Member Statistics. This resets both the ACD and ACD agent statistics and updates the Last Reset Command Date field to the current date.
  • View ACD statistics:

 
Setting
Purpose
Extension
The extension number of the ACD group
Name of ACD
The administratively-assigned ACD group name
Logged In Agent
How many of the maximum number of agents allowed are are currently logged in.
Current Queue
The number of calls to the ACD group that are in the queue and need to be answered.
Answered Calls
The number of calls to the ACD group that were answered.
Dropped Calls
The number of calls to the ACD group that were dropped before an ACD agent had a chance to answer; this number reflects dropped calls since the last statistics reset, or since the last system reboot
Total Calls
The total number of calls to the ACD group since the last statistics reset, or since the last system reboot
Last Reset Command Date

 

List ACD Contention Statistics

The Resource Report window lists contention occurrences. Contention occurs when the system does not have a port available to assign to an ACD group.

From the Resource Report window, you can:

  • Click the Group Statistics window to view ACD statistics.
  • View information about contention on this system:

 
Setting
Purpose
Extension
The extension number of the ACD group
Name of ACD
The name of the ACD group
Number of Occurrences
The total number of congestion occurrences on the port associated with this extension
Most Recent Occurrences
The most recent congestion occurrences on the port associated with this extension
Extension List
The list of agent extensions affected by the congestion

6 Click Refresh refresh the contention report to include the latest information.