Description
This report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen. Data is grouped per selected IVR statistics markers then per granularity and not presented individually per IVR statistics marker or per service number.
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 |
| StatisticsPartIVR ( See also Table Reference - StatisticsPartIVR ) | ivr |
Calls
AcdGetIvrStatisticsMarkers_CountCalls
| Criteria Used | Description |
|---|---|
| COUNT( a.ID ) | Total number of inbound and outbound calls made via the selected service number(s) within a particular time slice. |
Connected
AcdGetIvrStatisticsMarkers_CountCallsAgents
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) acdb.dtAgentConnect IS NOT NULL | Total number of inbound and outbound calls made via the selected service number(s) within a particular time slice and which were successfully connected to the destination. |
Percent
| This column is calculated as follows: |
|---|
| Connected * 100 / Calls |
Call Marker
AcdGetIvrStatisticsMarkers_Count
| Criteria Used | Description |
|---|---|
| COUNT( ivr.ID ) | Total number of inbound and outbound calls made via the selected service number(s) within a particular time slice. |
Percent
| This column is calculated as follows: |
|---|
| Call Marker * 100 / Calls |
0 - 9
AcdGetIvrStatisticsMarkers_RatingValue
| Criteria Used | Description |
|---|---|
COUNT( ivr.ID ) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID> | Total number of inbound and outbound calls made via the selected service number(s) within a particular time slice, which went through a statistics marker of type <IvrStatisticsMarkersID> and where the caller has given a rating between 0 and 9. 0 and 9 included. |
Minimum
AcdGetIvrStatisticsMarkers_RatingMin
| Criteria Used | Description |
|---|---|
MIN( ivr.Rating) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID> | Minimum rating given by the caller to the IVR statistics marker of type <IvrStatisticsMarkersID>. |
Maximum
AcdGetIvrStatisticsMarkers_RatingMax
| Criteria Used | Description |
|---|---|
MAX( ivr.Rating) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID> | Maximum rating given by the caller to the IVR statistics marker of type <IvrStatisticsMarkersID>. |
Total
AcdGetIvrStatisticsMarkers_RatingTotal
| Criteria Used | Description |
|---|---|
SUM( ivr.Rating) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID> | Total rating given by the caller to the IVR statistics marker of type <IvrStatisticsMarkersID>. |
Average
| This column is calculated as follows: |
|---|
| Total * 100 / Call Marker |