DescriptionThis report contains aggregated data for incoming calls to the selected ACD groups and service numbers over the time period and granularity chosen. Data is aggregated over the selected ACD groups and service numbers, and not presented individually per group or per service number. Caution: if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution. Improvement possibilities in my opinionFix the output format EXCEL (XLS). The columns and rows are not well aligned. For more details see this screenshot
Selection CriteriaService Level CalculationThe service level calculation in this report considers: This report is optimised for the following output formats: PDF HTML Image Added
Sample Report (Output) Image Added
ColumnsThe following columns are provided. Offered Calls Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetGroupCalls_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetGroupCalls_GroupServiceNumber |
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scrollPageId | 2D881E6B0177B617CC6683EB198EF80E |
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AcdB - AcdGetInServiceCallsByParam_GroupServiceNumberCriteria Used (see also AcdB - ACD Groups KPIs) | Description |
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bOutbound = 0
( dtAgentConnect - dtGroupStart ) <= ServiceLevelSeconds
| All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent within (less than or equal to) the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is set to all calls connected to agents (i.e. ServiceLevelSeconds is ignored). |
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInServiceCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B0177B63B1449A2277FA1CC50 |
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AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumberCriteria Used (see also AcdB - ACD Groups KPIs) | Description |
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dtAgentConnect IS NOT NULL
( acdb.dtAgentConnect - acdb.dtGroupStart ) > ServiceLevelSeconds
| All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent outside of the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is 0. |
AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumberCriteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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bOutbound = 0
bCallerHangup = 1
dtAgentConnect IS NULL
AcdGroupEndReasonsID IN ( 1, 2, 3, 4 )
( dtGroupEnd - dtGroupStart ) <= HangupSeconds
| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue within the sepcified HangupSeconds. See also Table Reference - AcdGroupEndReasons. |
AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumberCriteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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bOutbound = 0
bCallerHangup = 1
dtAgentConnect IS NULL
AcdGroupEndReasonsID IN ( 1, 2, 3, 4 )
( dtGroupEnd - dtGroupStart ) / 1000000 ) > HangupSeconds
| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue after the sepcified HangupSeconds. See also Table Reference - AcdGroupEndReasons. |
Error Hangup CallsFormula Used | Description |
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ErrorHangupCalls = OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls | The difference between the offered calls and all other hungup calls. |
AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumberCriteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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bOutbound = 0
AcdGroupEndReasonsID IN (100, 101, 102, 107, 108)
dtAgentConnect IS NULL
| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call was handled by a rule at one of the specified AcdGroupEndReasons: Group Start, Routing Application, Queue, Queue No Agents, Queue All Tried. See also Table Reference - AcdGroupEndReasons. |
AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumberCriteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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bOutbound = 0
AcdGroupEndReasonsID IN (105, 205)
dtAgentConnect IS NULL
| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call could not enter the queue because the queue was full. See also Table Reference - AcdGroupEndReasons. |
AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumberCriteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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bOutbound = 0
AcdGroupEndReasonsID IN (106, 206)
dtAgentConnect IS NULL
| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call left the queue becasue the configured queue timeout was reached. See also Table Reference - AcdGroupEndReasons. |
AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumberCriteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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acdb.bOutbound = 0
acdb.AcdGroupEndReasonsID = 109
acdb.dtAgentConnect IS NULL
acdb.AcdGroupActionTypesID IS NULL
| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call left the queue because the caller pressed a valid DTMF whilst in the queue which was associated with a rule configured at the checkpoint “Queue Leave on DTMF” which was then executed..
See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes . |
AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumberCriteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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bOutbound = 0
bCallerHangup = 0
AcdGroupEndReasonsID IN (1, 2, 3, 4, 207)
dtAgentConnect IS NULL
| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the system hungup the call when executing a defined group rule or when there was no rule however one would have been required to continue processing. See also Table Reference - AcdGroupEndReasons. |
AcdB - AcdGetAnswerDuration_GroupServiceNumberCriteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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bOutbound = 0
dtAgentConnect IS NOT NULL
| The time difference between dtGroupStart and dtAgentConnect for calls answered by agents. |
AcdB - AcdGetAnswerDurationMax_GroupServiceNumberCriteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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acdb.bOutbound = 0
acdb.dtAgentConnect IS NOT NULL
MAX (acdb.dtGroupStart - acdb.dtAgentConnect)
| The longest interaction between a caller and an agent or a destination in the selected ACD groups and via the selected service numbers within a particular time slice. |
AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumberCriteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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bOutbound = 0
dtAgentConnect IS NULL
bCallerHangup = 1
AcdGroupEndReasonsID IN ( 1, 2, 3, 4 )
| The time difference between dtGroupStart and dtGroupEnd for calls where the caller did not speak to an agent and hung up before or whilst in the ACD queue. See also Table Reference - AcdGroupEndReasons. |
AcdB - AcdGetCallerHangupCallsDurationMax_GroupServiceNumberCriteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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acdb.bOutbound = 0
acdb.dtAgentConnect IS NULL
acdb.bCallerHangup = 1
acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 )
| The maxumum time difference between dtGroupStart and dtGroupEnd for incoming calls through the selected service numbers where the caller did not speak to an agent and hung up before or whilst in the ACD queue. See also Table Reference - AcdGroupEndReasons. |
AcdB - AcdGetCallDuration_GroupServiceNumberThis KPI references all data from the StatisticsPartB table (agent calls) for each found entry in the AcdStatisticsPartB table. This enables the times agents were actually connected with callers to be measured. Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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bOutbound = 0
b.CONNRES = 1
b.dtCallConnect IS NOT NULL
b.UsersID IS NOT NULL
| The time difference between b.dtCallConnect or b.dtWhisperEnd (whichever is not NULL and later) and b.dtCallEnd for calls answered by agents (UsersID NOT NULL ). |
AcdB - AcdGetCallDurationMax_GroupServiceNumberThis KPI references all data from the StatisticsPartB table (agent calls) related to seleected service numbers for each found entry in the AcdStatisticsPartB table. This enables the times agents were actually connected with callers to be measured. Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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acdb.bOutbound = 0
b.CONNRES = 1
b.dtCallConnect IS NOT NULL
b.dtWhisperEnd IS NULL
b.UsersID IS NOT NULL
| The maximum time difference between b.dtCallConnect or b.dtWhisperEnd (whichever is not NULL and later) and b.dtCallEnd for calls answered by agents (UsersID NOT NULL ). |
OccupancyFormula Used | Description |
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Occupancy = CallTimeTotal*100 / TotalAgentLoginTime | The ratio between the cumulated duration of all offered calls in the selected groups and service numbers and the cumulated login time of all agents. |
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