Description
This report contains aggregated data for outbound calls made by the selected agents through the selected service numbers over the time period chosen. Data is aggregated over the selected service numbers, and presented individually per agent.
CAUTION:This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution.
Sample Execution (Input) → Sample Report (Output)
Columns
The following columns are provided.
Legend
Table | Alias |
|---|---|
StatisticsPartA (See also Table Reference - StatisticsPartA (A) ) | a |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
| StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
| AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin) | login |
| StatisticsPartO (See also Table Reference - StatisticsPartO) | o |
Total Calls
OutboundTotalCalls
Criteria Used | Description |
|---|---|
o.ID = a.OID AND o.UsersID IS NOT NULL | Total outbound calls made by the selected agents through the selected service numbers within a particular time slice. |
Total Calls Completed
OutboundCompletedCalls
Criteria Used | Description |
|---|---|
o.ID = a.OID AND a.ID = b.AID AND o.UsersID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.CONNRES = 1 | Total outbound calls made by the selected agents through the selected service numbers and which were connected to the destination within a particular time slice. |
Ø Post Call Duration
PostCallDurationAvg
Criteria Used | Description |
|---|---|
IF( SUM( PostCallCount ) > 0 THEN SUM( PostCallDurationTotal ) / SUM( PostCallCount ) | Average duration of post calls made by the selected agents through the selected service numbers within a particular time slice. |
Max. Post Call Duration
PostCallDurationMax
Criteria Used | Description |
|---|---|
o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.PostCallInterval IS NOT NULL AND b.CONNRES = 1 | Maximum duration of post calls made by the selected agents through the selected service numbers within a particular time slice. |
Total Post Call Duration
PostCallDurationTotal
Criteria Used | Description |
|---|---|
o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.PostCallInterval IS NOT NULL AND b.CONNRES = 1 | Total duration of post calls made by the selected agents through the selected service numbers within a particular time slice. |
Max. Outbound Call Duration
OutboundCallDurationMax
Criteria Used | Description |
|---|---|
MAX (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.CONNRES = 1 | Maximum duration of outbound calls made by the selected agents through the selected service numbers within a particular time slice. |
Total Outbound Call Duration
OutboundCallDurationTotal
Criteria Used | Description |
|---|---|
SUM (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.CONNRES = 1 | Total duration of outbound calls made by the selected agents through the selected service numbers and which were successfully connected to the destination within a particular time slice. |
Total Callback (Fax)
OutboundFaxTotalCallbacks
Criteria Used | Description |
|---|---|
o.ID = a.OID AND o.ID = b.OID AND AcdEvents.ID = b.AcdEventsID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL AND AcdEvents.AcdEventTypesID = 2 | Total callbacks of type Fax left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice. See also Value Reference - AcdEventTypes |
Total Callback (Sms)
OutboundSmsTotalCallbacks
Criteria Used | Description |
|---|---|
o.ID = a.OID AND o.ID = b.OID AND AcdEvents.ID = b.AcdEventsID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL AND AcdEvents.AcdEventTypesID = 4 | Total callbacks of type Sms left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice. See also Value Reference - AcdEventTypes |
Total Callback (Voicemail)
OutboundVoiceMailTotalCallbacks
Criteria Used | Description |
|---|---|
o.ID = a.OID AND o.ID = b.OID AND AcdEvents.ID = b.AcdEventsID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL AND AcdEvents.AcdEventTypesID = 1 | Total callbacks of type Voicemail left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice. See also Value Reference - AcdEventTypes |
Total Callback (Callback)
OutboundCallbackTotalCallbacks
Criteria Used | Description |
|---|---|
o.ID = a.OID AND o.ID = b.OID AND AcdEvents.ID = b.AcdEventsID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL | Total callbacks of type Callback left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice. See also Value Reference - AcdEventTypes |
Ø CallBack Duration
OutboundCallbackDurationAvg
Criteria Used | Description |
|---|---|
IF( SUM( OutboundTotalCallbacks ) > 0 THEN SUM( OutboundCallbackDurationTotal ) / SUM( OutboundTotalCallbacks ) | Average duration of outbound callback calls made by the selected agents through the selected service numbers within a particular time slice. |
Max. CallBack Duration
OutboundCallbackDurationMax
Criteria Used | Description |
|---|---|
MAX (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL | Maximum duration of outbound callback calls made by the selected agents through the selected service numbers within a particular time slice. |
Total CallBack Duration
OutboundCallbackDurationTotal
Criteria Used | Description |
|---|---|
SUM (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL | Total duration of outbound callback calls made by the selected agents through the selected service numbers within a particular time slice. |
Total CallBack Call Duration
OutboundCallbackDurationCompleted
Criteria Used | Description |
|---|---|
SUM (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE o.ID = a.OID AND o.ID = b.OID AND AcdEventsID = b.AcdEventsID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.CONNRES = 1 | Total duration of outbound callback calls made by the selected agents through the selected service numbers and which where successfully connected to the destination within a particular time slice. |