Description
This report contains itemised call details for all calls made using a selection of service numbers.
The calls are reported whether they only use the IVR, the IVR and the ACD or just the ACD.
Both inbound and outbound calls are reported.
NOTE: To allow for future extensions NO assumptions on the ordering of columns should be made when processing the raw data. The logic in the processor MUST always read the column headers to ascertain the position of the relevant columns in the report. The processing of raw CSV files without headers is NOT supported.
Row and Column Population
Rows
At least one row per call is produced.
There will be additional rows in the report if more than one of any of the following actions happens:
- An outdial is made from the IVR
- An acd group is entered but no agents are called
- An outdial is made from an ACD group to an agent
- The call is transferred to another agent or an external destination
- A group to group transfer is made
Columns
The columns are grouped into 4 areas, populated as follows:
The system records data as follows:
| Column Group | Recorded when |
|---|---|
| a | Always populated. |
| b1 | A call is made from the IVR to any destination, using one of the Connect Calls objects. |
| acdb | The call enters an ACD group (inbound) or is associated with an ACD group (outbound or dialler). |
| b2 | A call is made from the ACD to:
|
Cases
| Call Scenario | Rows Produced | a | b1 | acdb | b2 | Can be Produced by Outbound Calls |
|---|---|---|---|---|---|---|
| Call enters the IVR and the caller hangs up in the IVR. No attempt to transfer the call is ever made. | One row | Populated | NULL | NULL | NULL | SOAP / REST API Outbound Calls |
| Call enters the IVR and at least one attempt is made to connect the call to a destination in the IVR. | One row for each connect attempt | Populated | Populated | NULL | NULL | SOAP / REST API Outbound Calls |
| Call enters an ACD group but no agent calls are made, because no agents are available. | One row | Populated | NULL | Populated | NULL | No |
| Call enters an ACD group and attempts are made to reach an agent or external destination. | One row for each call attempt | Populated | NULL | Populated | Populated | All click to dial or dialler calls. |
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) ) for outdial calls made by the IVR using the Connect Calls object. | b1 |
| StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) for calls to and from agents and external destinations made to / from the ACD. | b2 |
a - Columns
| Column | Source Table (when not StatisticsPartA) | Field |
|---|---|---|
| a_ID | ID | |
| a_ServiceNumbersID | ServiceNumbersID | |
| a_ServiceNumbersName | ServiceNumbers | Name |
| a_ServiceNumbersName2 | ServiceNumbers | Name2 |
| a_DynamicPriorityGroupsID | DynamicPriorityGroupsID | |
| a_DynamicPriorityGroupsName | DynamicPriorityGroups | Name |
| a_ANumber | ANumber | |
| a_BNumber | BNumber | |
| a_bOutbound | bOutbound | |
| a_dtCallStart | dtCallStart | |
| a_dtCallAlert | dtCallAlert | |
| a_dtCallConnect | dtCallConnect | |
| a_dtCallEnd | dtCallEnd | |
| a_bCallerHangup | bCallerHangup | |
| a_CauseCodesID | CauseCodesID | |
| a_RoutingApplicationsID | RoutingApplicationsID | |
| a_RoutingApplicationsName | RoutingApplications | Name |
| a_CONNRES | CONNRES | |
| a_UserData | UserData | |
| a_UserData2 | UserData2 | |
| a_UserData3 | UserData3 | |
| a_DiallerCampaignsID | DiallerCampaignsID | |
| a_DiallerCampaignsName | DiallerCampaigns | Name |
| a_AcdEventsID | AcdEventsID |
b1 - Columns
| Column | Source Table (when not StatisticsPartB) | Field |
|---|---|---|
| b1_ID | ID | |
| b1_ANumber | ANumber | |
| b1_BNumber | BNumber | |
| b1_dtCallStart | dtCallStart | |
| b1_dtCallAlert | dtCallAlert | |
| b1_dtCallConnect | dtCallConnect | |
| b1_dtWhisperEnd | dtWhisperEnd | |
| b1_dtCallEnd | dtCallEnd | |
| b1_bCallerHangup | bCallerHangup | |
| b1_CauseCodesID | CauseCodesID | |
| b1_CNumbersID | CNumbersID | |
| b1_CNumbersName | CNumbers | Name |
| b1_CONNRES | CONNRES |
acdb - Columns
| Column | Source Table (when not AcdStatisticsPartB) | Field |
|---|---|---|
| acdb_ID | ID | |
| acdb_AcdGroupsID | AcdGroupsID | |
| acdb_AcdGroupsName | AcdGroups | Name |
| acdb_AcdConfigurationGroupsID | AcdConfigurationGroupsID | |
| acdb_AcdConfigurationGroupsName | AcdGroups | Name |
| acdb_AcdGroupEndReasonsID | AcdGroupEndReasonsID | |
| acdb_AcdGroupEndReasonsName | AcdGroupEndReasons | Name (via ShortTexts) |
| acdb_AcdGroupActionListID | AcdGroupActionListID | |
| acdb_AcdGroupActionListName | AcdGroupActionList | Name |
| acdb_AcdGroupActionTypesID | AcdGroupActionTypesID | |
| acdb_AcdGroupActionTypesName | AcdGroupActionTypes | Name (via ShortTexts) |
| acdb_AcdGroupCheckPointsID | AcdGroupCheckPointsID | |
| acdb_AcdGroupCheckPointsName | AcdGroupCheckPoints | Name (via ShortTexts) |
| acdb_nPriorityGroupStart | nPriorityGroupStart | |
| acdb_nPriorityGroupEnd | nPriorityGroupEnd | |
| acdb_dtGroupStart | dtGroupStart | |
| acdb_dtAnnouncement1Start | dtAnnouncement1Start | |
| acdb_dtAnnouncement2Start | dtAnnouncement2Start | |
| acdb_dtQueueStart | dtQueueStart | |
| acdb_dtDistributeStart | dtDistributeStart | |
| acdb_dtAgentConnect | dtAgentConnect | |
| acdb_dtGroupActionStart | dtGroupActionStart | |
| acdb_dtGroupEnd | dtGroupEnd | |
| acdb_bLastAgentConnect | bLastAgentConnect | |
| acdb_bCallbackVoiceMailBooked | bCallbackVoiceMailBooked | |
| acdb_bCallInStandardServiceTimes | bCallInStandardServiceTimes | |
| acdb_AcdSkillsID1 | AcdSkillsID1 | |
| acdb_AcdSkillsName1 | AcdSkills | Name |
| acdb_bDeletedAcdSkillsID1 | bDeletedAcdSkillsID1 | |
| acdb_AcdSkillsID2 | AcdSkillsID2 | |
| acdb_AcdSkillsName2 | AcdSkills | Name |
| acdb_bDeletedAcdSkillsID2 | bDeletedAcdSkillsID2 | |
| acdb_AcdSkillsID3 | AcdSkillsID3 | |
| acdb_AcdSkillsName3 | AcdSkills | Name |
| acdb_bDeletedAcdSkillsID3 | bDeletedAcdSkillsID3 | |
| acdb_nOverflowLevelIndicator | nOverflowLevelIndicator | |
| acdb_ExtendedGroupSearchAcdGroupsID | ExtendedGroupSearchAcdGroupsID | |
| acdb_ExtendedGroupSearchAcdGroupsName | AcdGroups | Name |
b2 - Columns
| Column | Source Table (when not StatisticsPartB) | Field |
|---|---|---|
| b2_ID | ID | |
| b2_ANumber | ANumber | |
| b2_BNumber | BNumber | |
| b2_dtCallStart | dtCallStart | |
| b2_dtCallAlert | dtCallAlert | |
| b2_dtCallConnect | dtCallConnect | |
| b2_dtWhisperEnd | dtWhisperEnd | |
| b2_dtCallEnd | dtCallEnd | |
| b2_bCallerHangup | bCallerHangup | |
| b2_CauseCodesID | CauseCodesID | |
| b2_CNumbersID | CNumbersID | |
| b2_CNumbersName | CNumbers | Name |
| b2_CONNRES | CONNRES | |
| b2_UsersID | UsersID | |
| b2_UsersUID | Users | UID |
| b2_UsersName | Users | Name |
| b2_UsersFirstName | Users | FirstName |
| b2_nSkillReal | nSkillReal | |
| b2_nSkillAfterCorrection | nSkillAfterCorrection | |
| b2_PostCallInterval | PostCallInterval | |
| b2_AcdEventsID | AcdEventsID | |
| b2_TransferAcdSynonymsID | TransferAcdSynonymsID | |
| b2_TransferAcdSynonymsName | AcdSynonyms | Name |
| b2_bTransferAgent | bTransferAgent | |
| b2_bTransferExternalNumber | bTransferExternalNumber | |
| b2_StatisticsPartBOrigin | StatisticsPartBOrigin | |
| b2_OriginUsersID | OriginUsersID | |
| b2_OriginUsersUID | Users | UID |
| b2_OriginUsersName | Users | Name |
| b2_OriginUsersFirstName | Users | FirstName |