GPT LIMITED *** Q L I N K M A N A G E R *** version 7.17 H I S T O R I C A L R E P O R T page 1 AT Wed 18 Sep 96 13:16 hrs SITE ID : XXXX QUEUE NUMBER : XXXX QUEUE NAME : XXXX REPORT START TIME : 01-02-96 08:00 REPORT END TIME : 29-02-96 17:30 REPORT WINDOW : MON TO FRI 08:00 TO 17:30 REPORT INTERVAL : 00:05 hrs TARGET TIME : 00:10 min ACD CALLS ARRIVED : 5397 CALLS ANSWERED : 4473 CALLS ANSWERED BEFORE TARGET TIME : 3905 CALLS ANSWERED AFTER TARGET TIME : 568 CALLS ABANDONED : 419 CALLS ABANDONED BEFORE TARGET TIME : 107 CALLS ABANDONED AFTER TARGET TIME : 312 CALLS LEFT QUEUE : 4892 CALLS OVERFLOWED : 0 CALLS REDIRECTED : 414 CALLS RECEIVING BUSY TONE : 7 AVERAGE WAITING TIME FOR ANSWERED CALLS : 0 00:00:09 MAXIMUM WAITING TIME FOR ANSWERED CALLS : 0 00:07:29 AVERAGE NUMBER OF CALLS IN QUEUE : 0.1 AVERAGE WAITING TIME FOR ABANDONED CALLS : 0 00:00:40 AVERAGE CONVERSATION TIME : 0 00:03:10 AVERAGE CALL LENGTH : 0 00:03:19 CALLS CALLS CALLS AGENTS AVE ANS MAXIMUM CALLS ARRIVED ANSWERD ABANDON LOGGED WAITING WAITING IN IN TIME TIME QUEUE Thu 01 Feb 96 08:05 3 2 1 2.7 ------ 00:00:01 0.1 08:10 1 1 0 3.0 ------ ------ 0.0 08:15 1 1 0 3.0 00:00:01 00:00:01 0.0 08:20 3 3 0 3.0 ------ 00:00:01 0.0 08:25 1 1 0 3.0 00:00:01 00:00:01 0.0 08:30 3 1 2 3.0 ------ ------ 0.1 - - -