Description
This report contains aggregated data for incoming calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups, and not presented individually per group. It also contains the total number of incoming calls connected to an agent (see also AcdB - AcdGetTotalAgents_Group), the total number of “callback“ media events (see also AcdB - AcdGetCallBackCalls_Group ), and the total number of “voicemails“ media events (see also AcdB - AcdGetVoiceMailCalls_Group ) created during the call flow.
CAUTION: if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. 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 |
Ø Number Agents
AcdB - AcdAverageNumberAgents_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
AcdStatisticsLogin.bGroupLoggedIn = 1 | The average number of agents that were logged in the selected groups within a particular time slice. |
Calls - Total Calls
AcdB - AcdGetCalls_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 | The total number of inbound calls which entered an ACD group within a particular time slice. |
Calls - Maximum Parallel Calls
AcdB - AcdGetParallelCallsMax_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
MAX( acdb.nParallelCallsByGroup ) acdb.bOutbound = 0 | The maximum number of parallel inbound calls which were actually within the ACD group when the call entered the ACD group. |
Calls - Transferred Calls into Groups
AcdB - AcdGetTranferredCalls_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 acdb.AcdGroupActionTypesID IS NULL | All inbound calls which entered an ACD group within a particular time slice, which exited the group via a ACD group action type whether booked or not. |
Calls - ACD Post Calls
AcdB - AcdGetPostCallCount_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 b.CONNRES = 1 b.PostCallInterval > 0 | The Total number post calls performed for all inbound calls to destination (b.CONNRES = 1) within an ACD group and a particular time slice. See also Value Reference - CONNRES |
In Service - Quantity
AcdB - AcdGetInServiceCallsByParam_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 acdb.dtAgentConnect IS NOT NULL ( acdb.dtAgentConnect - acdb.dtGroupStart ) <= ServiceLevelSeconds | All inbound calls which entered an ACD group within a particular time slice, which were connected to an agent within (less than or equal to) the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is set to all calls connected to agents (i.e. ServiceLevelSeconds is ignored). |
In Service - % Persent
| Formula | Description |
|---|---|
| AcdGetInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls in service and the number of incalls calls connected to agents. |
Not In Service - Quantity
AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
Criteria Used (see also ACD Group Service Number KPIs) | Description |
|---|---|
dtAgentConnect IS NOT NULL ( acdb.dtAgentConnect - acdb.dtGroupStart ) > ServiceLevelSeconds | All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent outside of the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is 0. |
Not In Service - % Persent
| Formula | Description |
|---|---|
| AcdGetNotInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls not in service and the number of inbound calls connected to agents. |
Hungup <= - Quantity
AcdB - AcdGetInTimeHangupCalls_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) a.bCallerHangup = 1 acdb.dtAgentConnect IS NULL acdb.bOutbound = 0 ( acdb.dtGroupEnd - acdb.dtGroupStart ) <= HangupSeconds | All inbound calls which entered an ACD group in a particular time slice, which were connected to an agent within (less than or equal to) the specified HangupSeconds, and where the caller exited the group with the reason 1, 2, 3 or 4 . See also: Value Reference - AcdGroupEndReasons If HangupSeconds is 0, then this value is set to all calls connected to agents (i.e. HangupSeconds is ignored). |
Hungup <= - % Persent
| Formula | Description |
|---|---|
| AcdGetInTimeHangupCalls_Group * 100 / AcdGetCalls_Group | Ratio between the number of calls hungup before the hungup threshold and the total number of inbound calls routed to ACD groups. |
Hungup > - Quantity
AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Criteria Used (see also ACD Group Service Number KPIs) | Description |
|---|---|
bOutbound = 0 bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) > HangupSeconds | All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue after the sepecified HangupSeconds. See also Value Reference - AcdGroupEndReasons. |
Hungup > - % Persent
| Formula | Description |
|---|---|
| AcdGetNotInTimeHangupCallsByParam_Group * 100 / AcdGetCalls_Group | Ratio between the number of calls hungup after the hungup threshold and the total number of inbound calls routed to ACD groups. |
Ringing Incoming Time - Total Duration (From a system perspective)
AcdB - AcdGetRingingIncomingDuration_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 SUM(IFNULL( a.dtCallConnect, a.dtCallEnd ) - a.dtCallStart) | The total ringing duration of all inbound calls which entered an ACD group within a particular time slice, from the initiation on the system until the successfull connection to an IVR object otherwise the end of the call. If the call ended without connection to the an IVR object (a.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (a.dtCallEnd) else it is calculated with the call connection timestamp. |
Ringing Incoming Time - Ø Duration (From a system perspective)
AcdB - AcdGetRingingIncomingDurationAvg_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 AVR(IFNULL( a.dtCallConnect, a.dtCallEnd) - a.dtCallStart ) | The average ringing duration of all inbound calls which entered an ACD group within a particular time slice, from the initiation on the system until the successfull connection to an IVR object otherwise the end of the call. If the call ended without connection to an IVR object (a.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (a.dtCallEnd) else it is calculated with the call connection timestamp. |
Ringing Agent Time - Total Duration (From an agent's perspective)
AcdB - AcdGetRingingDuration_Group
Criteria Used (see also AcdB - ACD Groups KPIs ) | Description |
|---|---|
acdb.bOutbound = 0 SUM (b.dtCallStart - IFNULL( b.dtCallConnect, b.dtCallEnd)) | Total duration of ringing time on the phone line of the current agent in the ACD group(s) he is logged in within a particular time slice. If the call ended without connection to an agent (b.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (b.dtCallEnd) else it is calculated with the call connection timestamp. |
Ringing Agent Time - Ø Duration (From an agent's perspective)
AcdB - AcdGetRingingDurationAvg_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 AVR(b.dtCallStart - IFNULL( b.dtCallConnect, b.dtCallEnd)) | The average ringing duration of all inbound calls which entered an ACD group within a particular time slice, from the initiation on the agent extension line until the successfull connection to the agent otherwise the end of the call. If the call ended without connection to an agent (b.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (b.dtCallEnd) else it is calculated with the call connection timestamp. |
Total Agents - Ø Duration
AcdB - AcdGetTotalAgents_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 acdb.dtCallConnect IS NOT NULL | All inbound calls which entered an ACD group within a particular time slice and were successfully connected to an agent. |
Total Voicemails - Max. Duration
Criteria Used (see also ACD Group Service Number KPIs) | Description |
|---|---|
bOutbound = 0 AcdGroupEndReasonsID = 109 bCallbackVoiceMailBooked = 1 | All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller decided to leave the queue by pressing a DTMF and subsequently booked a callback or left a voice mail (which would have been initiated by an associated rule in the ACD group). |
Number Call Back - Quantity
Criteria Used (see also ACD Group Service Number KPIs) | Description |
|---|---|
bOutbound = 0 AcdGroupEndReasonsID = 109 bCallbackVoiceMailBooked = 1 | All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller decided to leave the queue by pressing a DTMF and subsequently booked a callback or left a voice mail (which would have been initiated by an associated rule in the ACD group). |
Hangups before - Quantity
AcdB - AcdGetHangupsBeforeQueue_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 a.bCallerHangup = 1 acdb.dtQueueStart IS NULL | The total number of inbound calls which entered an ACD group within a particular time slice and which were hung up by the caller before the the queue started. |
Hungups queue - Quantity
AcdB - AcdGetHangupsQueue_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 a.bCallerHangup = 1 acdb.dtGroupEnd IS NOT NULL acdb.dtQueueStart IS NOT NULL acdb.dtAgentConnect IS NULL | The total number of inbound calls which entered a group within a particular time slice and which were hung up in the queue by the caller. |
Not Offered Calls - Quantity
AcdB - AcdGetTotalOtherCalls_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 a.dtCallConnect IS NULL (a.bCallerHangup IS NULL ) OR ( a.bCallerHangup = 0 ) | All inbound calls which entered an ACD group within a particular time slice, which were neither connected to an agent nor hung up by the caller. |