Description
This report contains statistics data based on an ACD Groups view of the calls.
This report is based on CompressedACDB15.
Columns
The following columns are provided.
Name | Description | Value |
|---|---|---|
Interval | Aggregation depth (in minutes), should be the same for all the rows in the file. | 15 |
date_from | Logging date in format yyyyMMdd | dtIntervalStart |
time | Logging time in format HH:mm:ss | dtIntervalStart |
queue | The queue’s unique identifier | AcdGroupsID |
queue_name | Original queue name or definition in the Contact Centre platform | AcdGroupsID |
| offd_direct_call_cnt | Inbound calls to this ACD queue, this queue being the original receiver | ACD_Direct_Count |
| overflow_in_call_cnt | Number of calls to this ACD queue with another queue as orignial receiver (overflow in) | ACD_OverflowIn_TransferIn_Count + ACD_OverflowIn_GroupRules_Count + ACD_OverflowIn_IVR_Count |
| aband_call_cnt | Number of lost/abandoned calls | ACD_Abandoned_Count + ACD_Busy_Count + ACD_Reject_Count |
| overflow_out_call_cnt | Number of calls tranfered to another queue (overflow out) | ACD_Direct_Count + ACD_OverflowIn_TransferIn_Count + ACD_OverflowIn_GroupRules_Count + ACD_OverflowIn_IVR_Count - ACD_Abandoned_Count - ACD_Busy_Count - ACD_Reject_Count - Queue_Serviced_Count |
| answ_call_cnt | Number of answered calls on queue | Queue_Serviced_Count |
| queued_and_answ_call_dur | Total queue time for all queued calls that were answered (in seconds) | Queue_Serviced_Time_CallStart_AgentConnect_Total |
| queued_and_aband_call_dur | Total queue time for all queued calls that were abandoned (in seconds) | Queue_NotServiced_Abandoned_Time_QueueStart_CallEnd_Total |
| talking_call_dur | Total talking time for all answered calls (in seconds). Hold time should also be include | Queue_Serviced_Time_CallStart_CallEnd_Total |
| wrap_up_dur | Total wrap-up time/after call work, associated with queue calls, within the interval | AgentCalls_OK_PostCall_Time_Total |
| queued_answ_longest_queue_dur | Longest queue time for answered calls within the interval (in seconds) | Queue_Serviced_Time_QueueStart_AgentConnect_Max |
| queued_aband_longest_queue_dur | Longest queue time for abandoned (or lost) calls within the interval (in seconds) | Queue_NotServiced_Abandoned_Time_QueueStart_CallEnd_Max |
| avg_avail_member_cnt | Average number of agents that were available during the interval ((logged in time minus pause)/interval length) | ACD_Agents_LoggedInForCallsAgentCount_Avg |
| ans_servicelevel_cnt | Number of calls answered within servicelevel | Queue_Serviced_SLA1_Count |