ZyXEL Communications IP PBX X6004 - Manual (Page 432)

Chapter 29 ACD Logs
X6004 User’s Guide
432
29.4.1 ACD Report Screen
The ACD Report screen displays the results of the searches you make in the
Query screen. Specify your search criteria and click the Report button in the
Query screen to view the screen as shown next.
Figure 249 ACD > Report
Talk Time If you want to search only for calls based on how long an agent talked,
use this query option.
Enter a starting talk range and an ending talk range. You can enter up
to 99999 seconds, minutes or hours per field.
Displayed Item
Setting Use this section to specify which details you want to display in the CDR
report for each telephone call record displayed. You can choose to
display the following details:
• Call in Time - This is time it takes for a caller to call into a skill.
• Caller ID - This is the username associated with the extension that
partook in the call.
• Status - This is the status of the agent who fielded the call.
• Skill - This is the skill with which the agent is associated.
• Wait Time - This is the total time the caller waited in the queue
until the time the agent picuked up the call.
• Agent - This is the agent who fielded the call.
• Talk Time - This is the total time of the call from the time the agent
picked up the call until one of the parties hung up.
Report Click the Report button to display your query results in a report
window. Your Internet browser opens up a new window with the query
results.
Table 166 ACD > Query (continued)
LABEL DESCRIPTION