There follows a description of the actual statistic that each different column header in any report refers to. Where the column header might appear in different reports types, such as ACD Skill or ACD Agent, information will be included if the statistic is different in any of the different report type, otherwise you may consider that the statistic is the same in each case.

 

Column Header		Description
Abandoned		In ACD Skill reports, Abandoned is the count of ACD calls that abandoned after being presented to the Skill, whether ringing on an Agent or ringing in the queue, it does not include calls that were deflected or overflowed out of the Skill.   In ACD Agent reports, Abandoned is the count of ACD calls that were abandoned after being presented to the Agent, it does not include rejected or deflected out calls.
All agents busy		Found in ACD Skill reports only, All Agents Busy is the count of ACD calls that were overflowed out of the Skill because all agents were busy (overflow action).
Answered		Answered is the count of ACD calls that were answered by an ACD Agent and it includes any short calls.
Avg. abandon		In ACD Skill reports, Avg. Abandon is the average time ACD calls were ringing in the Skill queue or on an Agent before being abandoned (queue + ring time).   In ACD Agent reports, Avg. Abandon is the average time ACD calls were ringing on the Agent before being abandoned (ring time).
Avg. agent		Avg. agent is the average time answered ACD calls spend on the agent side (ring, talk, wrap-up)
Avg. answer		In ACD Skill reports, Avg. Answer is the average time ACD calls were ringing in the Skill queue or on an Agent before being answered (queue + ring time).   In ACD Agent reports, Avg. Answer is the average time ACD calls were ringing on the Agent before being answered (ring time).
Avg. Breaks		Avg. Breaks is the average duration of an ACD Agent break.
Avg. call time		In ACD Skill reports, Avg. Call Time is the average duration of answered calls, including queue, ring, talk, and wrap-up time.   In ACD Agent reports, Avg. Call Time is the average duration of an answered call, including ring, talk, and wrap-up time (no queue time).
Avg. Non ACD In		Found in ACD Agent reports only, Avg. Non ACD In is the average duration of incoming Non ACD calls.
Avg. Non ACD Out		Found in ACD Agent reports only, Avg. Non ACD Out is the average duration of outgoing Non ACD calls.
Avg. talk		Found in ACD skill and ACD agent reports. Average talk time of answered ACD calls.
Avg. trunk		Avg. trunk is the average time ACD calls spend on the trunk side (queue, ring, talk)
Avg. wrap-up		Found in ACD Agent reports only, Avg. wrap-up is the average duration of post ACD call processing, called wrap-up. Applies to answered ACD calls only.
Breaks		Breaks is the number of breaks taken by ACD Agents whilst logged on.
Call Code		Call Code is either the wrap-up code entered at the end of an ACD call or the Break Time code entered by an agent when they go on a break. Refer to Call Type for details of what type of call is being reported.
Callers' number		Abandoned calls report, number of incoming caller
Calling at		Abanoned calls report, time the call was made
Call Status		Call Status reports the significant status of the reported call. Options include Answered, Abandoned, None (for agent breaks), DialledOut, Rejected, DeflectedOut, OverflowedOut.
Calls That Queued		Count of calls to the ACD Skill that received some queue time, in other words, were not immediately presented to an ACD Agent.
Call Type		Call Type reports the type of the reported call. Options include ACD, Break, Incoming Non ACD and Outgoing Non ACD.
Deflected/Deflected Out		Found in ACD Skill and ACD Agent reports, count of calls that were deflected due to an ACD Skill action setting in OIP Toolbox.
Dialled Number		Dialled Number is the number, if known,  that was dialled to initiate the call, whether ACD or Non ACD.
Duration		Duration is either the duration of the ACD or Non ACD call, from start to finish, or it is the length of time the Agent was on break.
External abandoned		Abandoned ACD calls that have an external origin.
External answer/answered		Answered ACD calls that have an external origin.
External non-ACD incoming		Incoming non-ACD calls with external origin.
External Overflowed		Overflowed out ACD calls that have an external origin.
into Skill group		Abandoned calls report, destination Skill group of the ACD call
Internal abandoned		Abandoned ACD calls that have an internal origin.
Internal answered		Answered ACD calls that have an internal origin.
Internal non-ACD incoming		Incoming non-ACD calls with internal origin.
Internal overflowed		Overflowed outgoing ACD calls that have an internal origin.
for Agent		Abandoned calls report, destination Agent name
Logged on for		Time that Agent was logged on for, as MM:00 or HH:MM:00 (seconds are always dipslayed as 00)
Log Off Date		Date that Agent logged off.
Log Off Time		Time that Agent logged off.
Logon Date		Date that Agent logged on.
Logon Time		Time that Agent logged on.
Longest Abandon		Longest time to abandon an ACD Call. Includes queue and ring time in ACD Skill reports but only ring time in ACD Agent reports.
Longest Answer		Longest time to answer an ACD Call. Includes queue and ring time in ACD Skill reports but only ring time in ACD Agent reports.
Longest Call		Longest ACD call. In ACD Skill reports it includes queue, ring, and talk time, in ACD Agent reports it includes ring, talk, and wrap-up time.
Longest Incoming		Longest incoming Non ACD call for the ACD Agent.
Longest Outgoing		Longest outgoing Non ACD call for the ACD Agent.
Longest Talk		Longest time an ACD call was in conversation.
Longest Queue		Longest time an ACD call was in the ACD Skill queue.
Lost		All abandoned or overflowed out ACD calls.
Max. Wait Time		Found in ACD Skill and ACD Agent reports, Max. Wait Time is the count of ACD calls that were overflowed out of the Skill because the call had been ringing on the Agent for longer than the maximum waiting time set for the Skill (overflow action)
No Logged on Agents		Found in ACD Skill reports only, No Logged on Agents is the count of ACD calls that were overflowed out of the Skill because there were no Agents logged onto the Skill (overflow action).
Non ACD In		Count of incoming Non ACD calls presented to the ACD Agent.
Non ACD Out		Count of outgoing Non ACD calls made by the ACD Agent.
Offered		In ACD Skill reports, Offered is the number of ACD calls answered by, abandoned on, or overflowed out of the Skill. It does include short calls (answered or abandoned), but does not include rejected or deflected calls as these calls do not cause the call to leave the Skill so they are not included in Offered, other wise they might be counted twice.   In ACD Agent reports, Offered is the number of ACD calls answered by, abandoned on, rejected by, picked up by, deflected from, or overflowed out from (max wait time only) the Agent. Rejected and deflected calls are included in the Agent count of Offered because these actions cause the call to leave the Agent
Overflowed In		Number of ACD calls overflowed in to the ACD Skill or Agent.
Overflowed Out		Number of ACD calls overflowed out of an ACD Skill because of a Call Center action set up in the OIP Toolbox.
Passed to Non ACD		Passed to Non ACD Calls are ACD Calls into a Skill that are handled by Non ACD extensions, these could be logged off Agents or ACD Agents that are not being monitored by the CCS because of licensing issues.
Picked Up		ACD calls picked up by an alternative ACD Agent.
Queue Time		The length of time the ACD call spent in the ACD Skill queue waiting to be presented to an Agent.
Recovered ACD calls		Count of ACD calls that were recovered from the OIP logs on CCS start up. i.e calls that were made when the CCS system was down.
Rejected		ACD calls rejected by the ACD Agent from the handset
Ring Time		The length of time the ACD call spent ringing on an ACD Agent.
Service Level %		Percentage of offered ACD calls that were answered within the Service Level Threshold of the ACD Skill.
Short Abandons		Short Abandons are abandoned ACD calls with a queue and ring time less than the short abandoned threshold of the ACD Skill that the calls was abandoned from.
Short Calls		Short Calls are answered ACD calls with a duration (queue+ring+talk+wrapup) less than the short answered threshold of the ACD Skill that handled the call.
Talk Time		The Length of time the Agent was in conversation, for ACD and NOn ACD calls.
Total Breaks		Total time ACD Agents spent in Breaks.
Transferred In		Count of ACD calls that were transferred into the ACD Skill.
Transferred Out		Count of ACD calls that were transferred out of the ACD Skill.
Waited for		Abandoned calls report, time caller waited before abandoning call
Waiting		Time spent in queue or ringing before the ACD callis either answered, abandoned or overflowed out.
wrap-up Time		The length of time the Agent was in wrap-up after an ACD Call.