VOICE ACCOUNT CODE REPORT

The Account Code Report provides statistics based on Account Code activity.


Voice Account Code Group by Account Code

The Account Code Group by Account Code report shows ACD, non ACD, and outgoing call handling by Account Code. The report provides statistics on the number of times each Account Code was entered and the duration the Account Code was used against each call type. (See Figure 13.)

If Account Codes are configured to use Classification Codes, this affects how Account Code duration is calculated. When Classification Codes are enabled, the Account Code duration spans from the time the call arrives until the call ends. When Classification Codes are disabled, the Account Code duration spans from the time the code was entered until the next code is entered or the call ends.

NOTE: For Classification Codes, duration statistics in this report include transfer time, time calls were handled at other extensions, and Work Timer duration if configured for the queue.

The Account Code Group by Account Code report provides the following information:

Figure 13: Voice Account Code Group by Account Code