Caption | Meaning | Meaning Toal Row |
Current Calls | The number of calls which are currently active in this ACD group, regardless of the Call Status. | The total number of the column “Current Calls” from all displayed data sets. |
Current Calls (*) | Proportionate number of current calls for which agents with special skills must be available | The total number of the column "Current Calls (*)" from all displayed data series. |
Current Calls (o) | Proportionate number of current calls for which agents with special skills do not have to be presentavailable. | The total number of the column "Current Calls (o)" from all displayed data series. |
Pre Queue | All calls, which are in one of the following Call Status: - Call Status 0 - Group Start
- Call Status 1 - Announcement 1
- Call Status 2 - Routing Application (only backwards compatibility)
- Call Status 3 - Announcement 2
- Call Status 9 - Tarif Prompt
- Call Status 10 - Call Recording Prompt
| The total number in the column “Pre Queue” of all displayed data series. |
Pre Queue (*) | Proportionate number of current calls pre queue (see definition Pre Queue (o) | In Queue | All calls, for which agents with special skills must be available | The total number of the column " Pre Queue (*)" from all displayed data series. |
Pre Queue (o) | Proportionate number of current calls before queue (see definition Before Queue), for which agents with special skills do not have to be available. | The total number of the column " Pre Queue (o)" from all displayed data series. |
In Queue | All calls, which are in one of the following Call Status: which are in one of the following Call Status:- Call Status 4 - Queue
- Call Status 5 - Call Distribution, whereas agent hasn’t answered yet (dtAgentConnect not yet set)
- Call Status 8 - Queue (Prio) - Transfer in einer group from agent
| The total number of the column “In Queue” of all displayed data series. |
In Queue (*) | In Queue (o) | Proportionate number of current calls in queue (see definition In Queue), for which agents with special skills must be available | The total number of the column "In Queue (*)" from all displayed data series. |
In Queue (o) | Proportionate number of current calls in queue (see definition In Queue), for which agents with special skills do not have to be available. | The total number of the column "In Queue (o)" from all displayed data series. |
Service Level | If System Parameter ACD.Wallboard.ServiceLevelCalculation = 0 - With regard to the time difference between entry in the ACD Group and first successful connection with an agent, if it is minor than the set $SERVICE_LEVEL_SECONDS, the call is considered as “In Service”.
- All other calls are considered as “Not In Service”.
- The total number of calls “In Service” will be shown in percentage, in relation to the total number of calls
| Service Level | If System Parameter ACD.Wallboard.ServiceLevelCalculation = 0 - With regard to the time difference between entry in the ACD Group and first successful connection with an agent, if it is minor than the set $SERVICE_LEVEL_SECONDS, the call is considered as “In Service”.
- All other calls are considered as “Not In Service”.
- The total number of calls “In Service” will be shown in percentage, in relation to the total number of calls.
If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 - With regard to the time difference between entry in the ACD Group and first successful connection with an agent, if it is minor than the set $SERVICE_LEVEL_SECONDS, the call is considered as “In Service”.
- All other calls are considered as “Not In Service”.
- The number of "In Service" Calls is shown in relation to the total number of calls:
- which are in the ACD group
- less the number of calls which are Pre Queue (Call Status 0, 1, 2, and 3)
- less the number of calls which are in the queue, but shorter than $SHORT_HANGUP_SECONDS
- The result is shown as a percentage.
| If System Parameter ACD.Wallboard.ServiceLevelCalculation = 0 - The sum of column “Calls in Service Level” for all displayed data sets, divided by the sum of the column “Current Calls” shown as percentage.
If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 - The sum of column “Calls in Service Level” for all displayed data sets, divided by:
- the sum of the column “Current Calls”
- less the sum of the column “Pre Queue”
- less the sum of the column "In Queue", but only for calls in the queue for <= $SHORT_HANGUP_SECONDS.
- The result is shown as a percentage.
| Availability | - With regard to the time difference between entry in the ACD Group and first successful connection with an agent, if it is minor than the set $SERVICE_LEVEL_SECONDS, the call is considered as “In Service”.
- All other calls are considered as “Not In Service”.
- The number of "In Service" Calls is shown in relation to the total number of calls:
- which are in the ACD group
- less the number of calls which are Pre Queue (Call Status 0, 1, 2, and 3)
- less the number of calls which are in the queue, but shorter than $SHORT_HANGUP_SECONDS
- The result is shown as a percentage
If service parameter ACD.Wallboard.ServiceLevelCalculation = 0 - A call is considered as “Agent Call” if it is connected with an agent in the current ACD group.
- The total number of “Agent Calls” will be shown in percentage, in relation to the total number of calls in the ACD group.
| If System Parameter ACD.Wallboard.ServiceLevelCalculation = 10 - The sum of column “Calls in Service Level” for all displayed data sets, divided by the sum of the column “Current Calls” shown as percentage.
If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 - The sum of column “Calls in Service Level” for all displayed data sets, divided by:
- the sum of the column “Current Calls”
- less the sum of the column “Pre Queue”
- less the sum of the column "In Queue", but only for calls in the queue for <= $SHORT_HANGUP_SECONDS.
- A call is considered as “Agent Call” if it is connected with an agent in the current ACD group.
- The number of calls will be put in relation to the number of calls:
- which are in the ACD group
- less the number of calls which are Pre Queue (Call Status 0, 1, 2, and 3)
- less the number of calls which are in the queue, but shorter than $SHORT_HANGUP_SECONDS
- The result is shown as a percentage.
|
Availability | If service parameter ACD.Wallboard.ServiceLevelCalculation = 0 - A call is considered as “Agent Call” if it is connected with an agent in the current ACD group.
- The sum total number of the column “Agent Calls” for all displayed data rows, divided by the sum of the column “Current Calls” shown as percentage.
If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 - will be shown in percentage, in relation to the total number of calls in the ACD group.
If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 - A call is considered as “Agent Call” if it is connected with an agent in the current ACD group.
- The number of calls will be put in relation to the number of calls:
- which are in the ACD group
- less the number of calls which are Pre Queue (Call Status 0, 1, 2, and 3)
- less the number of calls which are in the queue, but shorter than $SHORT_HANGUP_SECONDS
- The sum of column “Agent Calls” for all displayed data sets, divided by:
- the sum of the column “Current Calls”,
- less the sum of the column “Pre Queue”
- less the sum of the column "In Queue", but only for calls in the queue for <= $SHORT_HANGUP_SECONDS.
- The result is shown as a percentage.
| Last-Agent % | Agent Calls (↑) | The identification "Last-Agent Call" is assigned to a call if the Last-Agent algorithm successfully connected the caller with the last-agent. The number of “Last Agent Calls” is shown in relation to the number of agent calls as percentage- so you can see which percentage of current agent calls were actually connected to the last-agent.If service parameter ACD.Wallboard.ServiceLevelCalculation = 0 “Last-Agent - “Agent Calls” for all displayed data
sets- rows, divided by the sum of the column
“Agent , |
Agent Calls | A call is considered as Agent Call if it is connected to an agent in the current ACD Group. | The sum of column “Agent Calls” for all displayed data sets. |
If a call is distributed to an agent with an upward skill correction, the call is calculated in this column.If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 the - column “Agent Calls” for all displayed data sets, divided by:
- the sum of the column “Current Calls”,
- less the sum of the column “Pre Queue”
- less the sum of the column "In Queue", but only for calls in the queue for <= $SHORT_HANGUP_SECONDS.
- The result is shown as a percentage.
|
Agent Calls (•) | If a call is distributed to an agent without skill correction the call is calculated in this column. | The sum of the column “Agent Calls” for all displayed data sets. |
Last-Agent % | The identification "Last-Agent Call" is assigned to a call if the Last-Agent algorithm successfully connected the caller with the last-agent. The number of “Last Agent Calls” is shown in relation to the number of agent calls as percentage- so you can see which percentage of current agent calls were actually connected to the last-agent | Agent Calls (↓) | If a call is distributed to an agent with a downward skill correction, the call is calculated in this column. | The sum of the column “Agent “Last-Agent Calls” for all displayed data sets. | Agent Calls (*) | Agent Calls (o) | , divided by the sum of the column “Agent Calls”, shown as percentage. |
Agent Calls | A call is considered as Agent Call if it is connected to an agent in the current ACD Group. | The sum of column “Agent Calls” for all displayed data sets. |
Agent Calls (↑) | If a call is distributed to an agent with an upward skill correction, the call is calculated in this column. | The sum of the column “Agent Calls” for all displayed data sets. |
Agent Calls (•) | If a call is distributed to an agent without skill correction the call is calculated in this column. | The sum of the column “Agent Calls” | Calls in Service Level | If service parameter ACD.Wallboard.ServiceLevelCalculation = 0 - With regard to the time difference between entry in the ACD Group and first successful connection with an agent, if it is minor than the set $SERVICE_LEVEL_SECONDS, the call is considered as “In Service”.
- All other calls are considered as “Not In Service”.
- The number of "In Service" Calls is shown as a number.
If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 - With regard to the time difference between entry in the ACD Group and first successful connection with an agent, if it is minor than the set $SERVICE_LEVEL_SECONDS, the call is considered as “In Service”.
- All other calls are considered as “Not In Service”.
- The number of "In Service" Calls is shown as a number.
| Sum of the column “Calls in Service Level” for all displayed data sets. |
Last-Agent Calls | - The identification "Last-Agent Call" is assigned to a call if the Last-Agent algorithm successfully connected the caller with the last-agent.
- The number of “Last Agent Calls” is shown.
| (↓) | If a call is distributed to an agent with a downward skill correction, the call is calculated in this column. | The sum of the column “Agent Calls” for all displayed data sets. |
Agent Calls (*) | Proportionate number of agent calls served by agents with special skills for the respective call | The sum of the column "Agent Calls (*)" for all displayed data series. |
Agent Calls (o) | Proportionate number of agent calls served by agents without special skills for the respective call | The sum of the column | “Last-Agent Calls” "Agent Calls (o)" for all displayed data | setsseries. |
Ø Waiting Time | - If the call is connected to an agent, the time between the first group entry and the first connection to an agent is measured as waiting time.
- If the call is channeled out of the queue, for such purposes as recording a voice mail, the time between the first group entry and the execution of the rule is measured.
- Otherwise the time between the entry to the first ACD group and the current time is measured.
- This time corresponds to the waiting time of the caller since the enty into the first ACD Group.
- This number is divided by the number of current calls and displayed as average time.
| The sum of waiting times per call divided by the sum of the column “current Calls” |
Max. Waiting Time | This value is the maximum of all waiting times which are used for the calculation of the average “Ø Waiting Time”. | The maximum value of the column “max. Waiting Time”. |
Calls in Service Level | If service parameter ACD.Wallboard.ServiceLevelCalculation = 0 - With regard to the time difference between entry in the ACD Group and first successful connection with an agent, if it is minor than the set $SERVICE_LEVEL_SECONDS, the call is considered as “In Service”.
- All other calls are considered as “Not In Service”.
- The number of "In Service" Calls is shown as a number.
If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 - With regard to the time difference between entry in the ACD Group and first successful connection with an agent, if it is minor than the set $SERVICE_LEVEL_SECONDS, the call is considered as “In Service”.
- All other calls are considered as “Not In Service”.
- The number of "In Service" Calls is shown as a number.
| Sum of the column “Calls in Service Level” for all displayed data sets. |
Last-Agent Calls | - The identification "Last-Agent Call" is assigned to a call if the Last-Agent algorithm successfully connected the caller with the last-agent.
- The number of “Last Agent Calls” is shown.
| The sum of the column “Last-Agent Calls” for all displayed data sets. |
Ø Waiting Time | Ø Queue Time | For all calls which are currently in the ACD queue. | - If the call is connected to an agent, the time between the first ACD queue group entry and the first connection to an agent is measured as queue timean agent is measured as waiting time.
- If the call is channeled out of the queue, for such purposes as recording a voice mail, the time between the first group entry and the execution of the rule is measured.
- Otherwise the time between the entry to the first ACD queue group and the current time is measured.
- This time corresponds to the queue waiting time of the caller since the enty into the first ACD Group.
- This number is divided by the number of current calls and displayed as average time.
| The sum of the queue waiting times per call , divided by the sum of the column “In Queue”.“current Calls” |
Max. Ø Queue Waiting Time | For all calls which are currently in the ACD queue. This value is the maximum of all queue waiting times which are used for the calculation of the average “Ø Queue Time”. | The maximum value of the column “max. Queue Time”. | Calls Total | Agent Calls (↑•↓) | Availability Today | In Service Today | Calls Per Hour | Postcall Per Hour |