Description

In this report the number of calls and durations per transaction code per group are displayed. Finally, for every transaction code final sums are displayed.

Parameter

NameValueDescription
Groups

Selection of Groups

Selection Criteria

Period

Entry to the group (dtGroupStart) within the indicated time intervals

Group

Group, for which the values per transaction code are to be calculated

Columns

ACD Group

Name

Name of the ACD group followed by the group number in brackets

Service Number

Number

Platform Destination

Number

Calls

The number of calls to agents for the ACD Groups and service number combination. If no transaction code was set for this combination the row stays empty.

Transaction Code


Name

The name of the transaction code

Total Sum

Sum of the call sections for which this transaction code was set

Max. Duration

Longest call section for which this transaction code was set

Average Duration

Average duration of call sections for which this transaction code was set

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