Report Properties - ACD Codes Tab

Modified on Tue, 17 Nov 2020 at 06:10 PM

Parameters contained within the ACD Codes tab allow you to specifically set the Not-Available reason codes reported on for each of the 10 individual variants of total & average Not-Available ACD status time statistics.

Note that the 10 variants of the ACD Not-Available reason code statistics are only supported on the BroadSoft BroadWorks telephony platform for call centre ACD agents using the Standard or Premium license. Accordingly, the "ACD Codes" tab is automatically hidden on all other telephone systems.

Additionally, the ACD Codes tab is only displayed when a report style is currently selected that calculates ACD call statistic values. Therefore the ACD Codes tab is automatically hidden when either the "Historic Call List", "Unreturned Lost Call List", "Active Call List", "Trunk Interface List", "ACD / DND Activity Log", "Calls By Account Code" or "External Content (Via URL)" report styles are selected.

Not-Available Code 01	Enter in the code value that the 1st variant of the total & average Not-Available ACD status statistics will be specifically calculated for. Note that the setting's default value for newly created reports is the first detected Not-Available code configured within the underlying telephony platform for the corresponding environment.
Through to...
Not-Available Code 10	Enter in the code value that the 10th variant of the total & average Not-Available ACD status statistics will be specifically calculated for. Note that the setting's default value for newly created reports is the tenth detected Not-Available code configured within the underlying telephony platform for the corresponding environment.
Reset Code Button	This button allows you to reset all ACD Not-Available code statistic settings for the corresponding report. The "Reset Codes" button is only enabled when there are ACD Not-Available reason codes currently configured within your telephony environment and the first 10 of these are different from the current setting values shown to the left-hand side of the ACD Codes tab.

The above is a high-level overview for each section of the ACD Codes tab. For a detailed explanation for each option press the F1 key, or press the Help button, from the ACD Codes tab.