Agent Call Summary Report - UCCX 7.0(1)

[johnnywan]

I am seeking a clear definition of the iInbound Non-ACD field.

Inbound
Non-ACD—Total
Total number of non-IPCC Express calls received by the agent. This number
includes calls made by other agents and by outside parties.

Does this mean calls to this agents ACD line from other extensions that do not come from the CSQ?

Any clarification would be appreciated.

Thanks!

[bshank]

Hi,

When a call comes from the CSQ, the agent goes Reserved > Talking > and then potentially to a Work/Wrap-Up state after the call.  For a non-ACD call, they just go to the Not Ready state.  I believe your understanding of the definition is correct.  Any call that didn't come through the queue will be counted this way.

Thanks,

Brendan

[bshank]

Also, if you run an Agent Detail Report, this will show the call type for each call the received.  You can use this to see exactly which calls are being marked as Non-ACD calls and what number they came from.

-Brendan