Each type of view is associated with particular statistics. Many of these parameters are defined by the NEC ACD, and users should refer to NEC documentation for additional detailed information.
Agent View
ACD The ACD number. Should be ‘1’ in a single ACD environment.
Contact Director can support multiple ACD’s.
Tenant The Tenant number. Should be ‘1’ in a single tenant environment.
Contact Director can support multiple tenants. See ACD documentation for more on tenants.
DN The phone ACD DN or STN
IP Address The IP address of the agent PC associated with the DN Email Address Agent email address
Agent ID The agent ACD ID. Agent Name Agent name as set in ACD. Phone Logon
Time
TOD agent most recently logged into ACD phone.
Last Agent ID Most recent agent ID in use for the STN
Phone State NEC phone mode – talk, break, work, ready, or idle Answered
Split
The split the call was answered in. Calls can be queued to multiple splits, but the ACD registers only a single split as the ‘answered split’, based on assignments of the answering agent.
See NEC documentation for additional information.
Phone Answered SplitOID
See NEC documentation for additional information.
Phone Max Queues
Maximum number of queues to allow agent to be logged in to simultaneously.
Phone Work Time
Total time in Work mode. Work mode is a phone mode defined by NEC. See NEC documentation for additional information.
Phone Break Time
Total time in Break mode. Break mode is a phone mode defined by NEC. See NEC documentation for additional information.
Phone Ready Time
Total time in Ready mode. Ready mode is a phone mode defined by NEC. See NEC documentation for additional information.
Break Number The break code selected by an agent when in Break mode. The
break number is defined by NEC. See NEC documentation for
additional information.
Break Name The break name configured for the current break code. See NEC
documentation for additional information.
Phone OB calls
Total outbound SMDR calls.
Phone OB Talk Time Average
Average time for agent per outbound call
Phone OB Talk Time
Total outbound talk time
Pilot Pilot of current call PBX State PBX line, current state PBX State
Time
PBX line, elapsed time in current state
PBX Party Type
PBX line, other party type
PBX Party ID PBX line, other party ID PBX Party
Name
PBX line, other party name
PhonePBX Connected Party
PBX line, other party
Chat Logon Time
State Time
Chat Server IP IP address of the TFB Agent Chat server Email Logon
Time
TOD agent logged into TFB Agent eMail
Email State Current agent state in TFB Agent eMail Email Max
Queues
Maximum number of simultaneous queues the Agent is configured for in TFB Agent eMail
Email Session ID
Unique numeric ID assigned to current email session by TFB Agent eMail
Email Start Time
IVR View
ACD The ACD number. Should be ‘1’ in a single ACD environment.
Contact Director can support multiple ACD’s.
Port No. The port number of the call. tenants. See ACD documentation
for more on tenants.
CTI Server Node The server number that is hosting the specified port. Always ‘1’
in a single server environment. If you have more than 36 IVR ports you likely have more than 1 server.
CTI Server Channel The ports on the specified server Status Port status
Description The type of activity currently on the specified port.
Announcement The IVR Announcement number used to route the call to the
specified port. In NEAX architecture the @IVR Announce n CCV step is used to route the call to the IVR and run the application specified by the number n.
First Pilot The first pilot number the call was routed on. Also referred to
as DNIS.
Pilot The current pilot number the call is associated with. Calls are
only on one pilot at a time.
Port DN The DN or STN number of the specified IVR port.
Control No. Internal control code maintained by CTI Server for this call. Internal – Control
code
The character code that identifies the type of call. For technician use only.
ACD Control The ACD control number associated with the call. ANI The 10-digit caller ID obtained for the call.
Call Key The ACD control number associated with the call prefixed with
the Julian date. Used to identify the call uniquely even when the ACD control number ‘wraps’.
Contact OID Contact ID
CUS – Client The client code for the client/unit/subunit system CUS – Unit The unit code for the client/unit/subunit system CUS – Subunit The subunit code for the client/unit/subunit system
Queue View
ACD The ACD number. Should be ‘1’ in a single ACD
environment. Contact Director can support multiple ACD’s.
ASA Average speed of answer for that queue ASA Total calls Total number of calls used to calculate ASA
Channel
ETA Current ETA spoken by the switch
LWC Elapsed time in queue of the longest waiting call Total Agents in call Total agents on a phone call (in talk)
Total Agents in ready Total agents in ready mode Total Agents in work Total agents in work mode Total Agents in break Total agents in break mode
ABC Abandoned calls total GOS Grade Grade of service
GOS Total calls Total calls in the calculation pool
GOS Abandoned Abandon percentage based on calls in pool GOS Total Abandoned Total abandon calls in pool
GOS Total Abandoned > GOS Total abandon calls in pool abandoned after
exceeding GOS threshold
GOS Total Abandoned < GOS Total abandon calls in pool abandoned before
exceeding GOS threshold
GOS Threshold The GOS call duration for grade
Queue No. The queue number as assigned in the ACD Queue Name The queue name as assigned in the ACD Queue calls/chats/emails Total contacts waiting in queue
Alarms View
Name The name assigned to the alarm by the user who set it up. Importance Alarm importance from 1-3
Owner User who is allowed to edit the alarm Status Current alarm state