Calls Abandoned: If a caller disconnects a call while the call is in a queue or ringing at the extension, the call is counted as an abandoned call. If all members of an ACD split are logged out or in the Aux-work mode, an incoming ACD call is not queued for the split. Therefore, the call is not counted as an abandoned call.
Speed of Answer: Speed of Answer count is set to zero every time a call reaches a new coverage point.
Calls Answered: A call answered by a coverage point is not counted as an answered call and does not accumulate Total Usage and Time Avail. The ACD hunt group member who initially received the call is available to answer other ACD calls while the coverage point is answering the covered call.
Non-ACD hunt groups
Calls Abandoned: If a caller disconnects a call when the call is ringing at the coverage point, the call is counted as an abandoned call.
Speed of Answer: Speed of Answer includes the time for covering the call to other stations, but does not include the time for the first forced announcement.
Calls Answered: A call answered by the coverage point is counted as an answered call and accumulates Total Usage and Time Avail. The call to a hunt group answered by a member of a pickup group is also counted as an answered call.
