Description
This report contains data - presented individually per agent - for inbound calls to, and outbound calls from the selected agents over the time period chosen.
Sample Execution (Input) → Sample Report (Output)
Selection
| Parameter | Explanation | Release |
|---|---|---|
| Outbound Destinations to Exclude | A comma separated list of destinations can be provided to the report, to exclude certain outbound destinations from the "outbound" columns provided below. If not specified, the report includes all outbound calls. If provided, the report excludes all destinations which start with any of the provided values in the comma separated parameter. For example:
| FROM RELEASE 3.26 |
Columns
The following columns are provided.
Legend
Table | Alias |
|---|---|
StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
ACD Calls - Total
B - AcdGetACDCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
b.bOutbound = 0 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 | Total inbound calls distributed to agents within a particular time slice. Except calls transferred by an agent to another agent or to an external number. |
ACD Calls - Taken
B - AcdGetACDTakenCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
b.bOutbound = 0 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Total inbound calls answered by agents within a particular time slice. Except calls transferred by an agent to another agent or an external number. |
ACD Calls - Ø Duration
B - AcdGetACDCallsDurationAvg_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
AVG(b.dtCallEnd - b.dtCallConnect) b.bOutbound = 0 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Average duration of inbound calls answered by agents within a particular time slice. Except calls transferred by an agent to another agent or an external number. |
ACD Calls - Total Duration
B - AcdGetACDCallsDuration_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
SUM(b.dtCallEnd - b.dtCallConnect) b.bOutbound = 0 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Total duration of inbound calls answered by agents within a particular time slice. Except calls transferred by an agent to another agent or to an external number. |
ACD Outdial Calls - Total
B - AcdGetACDOutdialCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
b.bOutbound = 1 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 | Total outbound calls made by agents within a particular time slice. Except calls transferred by an agent to another agent or to an external number. |
ACD Outdial Calls - Taken
B - AcdGetACDOutdialTakenCalls_Agent
Criteria Used (see also B - ACD Agents KPIs) | Description |
|---|---|
b.bOutbound = 1 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Total outbound calls made by agents and answered by the destination within a particular time slice. Except calls transferred by an agent to anothter agent or to an external number. |
ACD Outdial Calls - Ø Duration
B - AcdGetACDOutdialCallsDurationAvg_Agent
Criteria Used (see also B - ACD Agents KPIs) | Description |
|---|---|
AVG(b.dtCallEnd - b.dtCallConnect) b.bOutbound = 1 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Average duration of outbound calls made by agents within a particular time slice. Except calls transferred by an agent to anothter agent or to an external number. |
ACD Outdial Calls - Total Duration
B - AcdGetACDOutdialCallsDuration_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
SUM(b.dtCallEnd - b.dtCallConnect) b.bOutbound = 1 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Total duration of outbound calls made by agents within a particular time slice. Except calls transferred by an agent to anothter agent or to an external number. |
ACD Transfer Calls - Total
B - AcdGetACDTransferAgentCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
b.bTransferAgent = 1 OR | Total inbound and outbound calls transferred to the agent from another agent . |
ACD Transfer Calls - Taken
B - AcdGetACDTransferAgentTakenCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
b.bTransferAgent = 1 OR b.CONNRES = 1 | Total inbound and outbound calls transferred to the agent from another agent and which were answered. |
ACD Transfer Calls - Ø Duration
B - AcdGetACDTransferAgentCallsDurationAvg_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
AVG(b.dtCallEnd - b.dtCallConnect) b.bTransferAgent = 1 OR b.CONNRES = 1 | Average duration of inbound and outbound calls transferred to the agent from another agent. |
ACD Transfer Calls - Total Duration
B - AcdGetACDTransferAgentCallsDuration_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
SUM(b.dtCallEnd - b.dtCallConnect) b.bTransferAgent = 1 OR b.CONNRES = 1 | Total duration of inbound and outbound calls transferred to the agent from another agent. |
ACD Post Calls - Total
B - AcdGetPostCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
b.PostCallInterval > 0 b.CONNRES = 1 | Total number of inbound calls distributed to agents and outbound calls distributed to the destination within a particular time slice were in status manual postcall and/or automatic postcall after the call end. See also Value Reference - CONNRES |
ACD Post Calls - Taken
B - AcdGetPostTakenCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
b.PostCallInterval > 0 b.CONNRES = 1 | Total number of inbound calls answered by agents and outbound calls answered by the destination within a particular time slice were in status manual postcall and/or automatic postcall after the call end. See also Value Reference - CONNRES |
ACD Post Calls - Ø Duration
B - AcdGetPostCallDurationAvg_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
AVG(b.dtCallEnd - b.dtCallStart) b.PostCallInterval > 0 b.CONNRES = 1 | Average duration of inbound calls distributed to agents and outbound calls distributed to the destination within a particular time slice - in status manual postcall and/or automatic postcall after the end . See also Value Reference - CONNRES |
ACD Post Calls - Total Duration
B - AcdGetPostCallDuration_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
|---|---|
SUM(b.dtCallEnd - b.dtCallStart) b.PostCallInterval > 0 b.CONNRES = 1 | Total duration of inbound calls distributed to agents and outbound calls distributed to the destination within a particular time slice - in status manual Post Call and/or automatic Post Call after the end . See also Value Reference - CONNRES Agents that were in manual Post Call Time processing and/or automatic Post Call Time processing status after the call ended. |