NORTEL MERIDIAN 1 AUTOMATIC CALL DISTRIBUTION (ACD)
Sawmill is a Nortel Meridian 1 Automatic Call Distribution (ACD) log analyzer (it also supports the 1021 other log formats listed to the left).
It can process log files
in Nortel Meridian 1 Automatic Call Distribution (ACD) format, and generate dynamic statistics from them,
analyzing and reporting events.
Sawmill can parse Nortel Meridian 1 Automatic Call Distribution (ACD) logs, import them into a MySQL, Microsoft SQL Server, or Oracle database (or its own built-in database),
aggregate them, and generate dynamically filtered reports, all through a web interface.
Sawmill can perform Nortel Meridian 1 Automatic Call Distribution (ACD) log analysis on any platform, including Windows, Linux, FreeBSD, OpenBSD, Mac OS, Solaris, other UNIX, and others.
Sawmill stores the following non-numerical fields in its database for Nortel Meridian 1 Automatic Call Distribution (ACD), generates reports for each field, and allows dynamic filtering on any combination of these fields:
| Field | | Internal Name |
|---|
| | date/time | | date_time |
| | hour of day | | hour_of_day |
| | day of week | | day_of_week |
| | queue ID | | queue_id |
| | agent ID | | agent_id |
Sawmill stores the following numerical fields in its database for Nortel Meridian 1 Automatic Call Distribution (ACD), aggregating them and including them as columns in most reports:
| Numerical Field | | Internal Name |
|---|
| | agent hours | | agent_hours |
| | agent logged in hours | | agents_logged_in |
| | average speed of answer | | average_speed_of_answer |
| | calls answered | | calls_answered |
| | calls abandoned | | calls_abandoned |
| | time busy | | time_busy |
| | time manned | | time_manned |
| | wait for answered calls | | wait_answered |
| | wait for abandoned calls | | wait_abandoned |
| | calls answered (agent) | | agent_calls_answered |
| | time busy (agent/hour) | | avg_agent_time_busy |
| | time manned (agent/hour) | | avg_agent_time_manned |
| | time busy (agent) | | agent_time_busy |
| | time manned (agent) | | agent_time_manned |
| | TSF | | tsf |
| | #TSF | | total_with_tsf |
| | TSF (average) | | average_tsf |
| | DN Incoming | | dn_inc |
| | Time Incoming | | time_inc |
| | DN Outgoing | | dn_out |
| | Time Outgoing | | time_out |
| | #Transferred IDN | | xfer_idn |
| | #Transferred ACD | | xfer_acd |
See Sawmill Features to learn more about Sawmill's options for viewing, customizing, filtering, exporting and scheduling Nortel Meridian 1 Automatic Call Distribution (ACD) reports.
Sawmill also supports 1021 other log formats.
