Description

The CompressedA reports contain aggregated statistics regarding:

  • Calls to Service Numbers
  • Calls made to ACD groups
  • Calls made to agents (summary for the ACD group)
  • Outbound calls made by agents

Information such as:

  • The number of calls
    • Answered
    • Busy
    • Rejected
    • Abandoned
  • Service indicators for calls
    • Calls received in standard service times
    • Calls in service level according to 4 different criteria
  • Call transfers
    • Agent to agent
    • Agent to group
    • Agent to external destination
  • Times for calls
    • From call start to end
    • From offhook to end
    • From call start to connection to agent
    • ...

is provided.

Note: because these statistics are aggregated, not quite as much information is available as from the call detail records. However, this aggregated data can be retained for a much longer time.

Read more in Reporting API - CompressedA

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