Description

This report indicates how many inbound calls were routed through the selected ACD groups and how much time each selected transaction code (TAC) was set in a particular time slice. It additionally indicates the ratio amount of time each TAC was set and the total calls answered. This report can display up to 7 transaction codes while ACD Transaction Code Report 2 can display up to 20 transaction codes.

Sample Execution (Input) → Sample Report (Output)

Column

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

Calls Offered during Opening Hours

CallsTotal

Criteria UsedDescription

a.bOutbound = 0

AND acdb.bCallInStandardServiceTimes <> 0

Total number of calls routed to the selected ACD group(s) during the opening hours and within a particular time slice.

Calls Answered by Agent

CallsAnswered

Criteria UsedDescription

a.bOutbound = 0

AND acdb.bCallInStandardServiceTimes <> 0

AND acdb.dtAgentConnect IS NOT NULL

Total number of calls routed to the selected ACD group(s) during the opening hours, within a particular time slice and were successfully connected to the destination.

Short Hangups < 5 Seconds

CallsShortHangup

Criteria UsedDescription

a.bOutbound = 0

AND acdb.bCallInStandardServiceTimes <> 0

AND acdb.dtGroupEnd - acdb.dtQueueStart <= 5

Total number of calls routed to the selected ACD group(s) during the opening hours, within a particular time slice and were hungup within the first 5 seconds in the queue.

Average Talk Time

Criteria UsedDescription

sum(acdb.dtGroupEnd - acdb.dtAgentConnect) / CallsTotal

AND a.bOutbound = 0

AND acdb.bCallInStandardServiceTimes <> 0

The total talk time duration divided by the total number of calls offered during the opening hours.

Availability

Formula UsedDescription
CallsAnswered * 100 / CallsTotalThe ratio between the calls answered by agent and the total number of calls offered during the opening time within a particular time slice.

Current TAC as % of Calls Answered

Formula UsedDescription
TAC set * 100 / CallsAnswered The ratio between the amount of time the current TAC was set and the total number of calls answered by agent during the opening time within a particular time slice.

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