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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. Selection CriteriaService Level CalculationThe service level calculation in this report considers:
Output FormatsThis report is optimised for the following output formats: Sample Execution (Input)Sample Report (Output)ColumnsThe following columns are provided. Offered Calls
In Service Calls
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Criteria Used (see also AcdB - ACD Groups KPIs) | Description | |||||||||||||||||||||||||||||||||
| 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). |
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Not In Service Calls
AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
Criteria Used (see also AcdB - ACD Groups KPIs)
Description
dtAgentConnect IS NOT NULL
( acdb.dtAgentConnect - acdb.dtGroupStart ) > ServiceLevelSeconds
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Not In Service Calls
AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
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.Hungup Calls <=
AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| 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. |
Hungup Calls >
AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| 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 Calls
Formula 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. |
Queue Closed Calls
AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| 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. |
Queue Full Calls
AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| 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. |
Queue Timeout Calls
AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| 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. |
Queue Leave Calls
AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| 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 . |
Busy Calls
AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| 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. |
Average Answer Time
AcdB - AcdGetAnswerDuration_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The time difference between |
Maximum Answer Time
AcdB - AcdGetAnswerDurationMax_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| 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. |
Average Hang Up Time
AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The time difference between See also Table Reference - AcdGroupEndReasons. |
Maximum Hang Up Time
AcdB - AcdGetCallerHangupCallsDurationMax_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The maxumum time difference between See also Table Reference - AcdGroupEndReasons. |
Average Talk Time
AcdB - AcdGetCallDuration_GroupServiceNumber
This 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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| The time difference between |
Maximum Talk Time
AcdB - AcdGetCallDurationMax_GroupServiceNumber
This 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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| The maximum time difference between |
Occupancy
Formula 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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DescriptionCe rapport contient des données agrégées pour les appels entrants vers les groupes ACD et les numéros de service sélectionnés sur la période et la granularité choisies. Les données sont agrégées sur les groupes ACD et numéros de service sélectionnés, et ne sont pas présentées individuellement par groupe ou par numéro de service. Attention: si un appel entrant est transféré d'un groupe ACD à un autre, il sera compté dans les DEUX groupes ACD. Ce rapport est conçu pour être consulté par le responsable / superviseur des groupes ACD en question, les données agrégées doivent donc être considérées avec prudence. Possibilités d'amélioration à mon avis
Critères de sélectionCalcul du niveau de serviceLe calcul du niveau de service dans ce rapport prend en compte:
Formats de SortieCe rapport est optimisé pour les formats de sortie suivants: PDF HTML Exécution d'échantillon (entrée)Exemple de rapport (sortie)ColonnesLes colonnes suivantes sont fournies. Appels offerts
Dans les appels de serviceAcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
Appels Pas En ServiceAcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
Hungup Calls <=AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Appels raccrochés >AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Erreur lors des appels de raccrochage
Appels File d'attente ferméeAcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Appels File d'attente complèteAcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Appels Timeout File d'attenteAcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
Appels File d'attente congéAcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber
Appels occupésAcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
Temps de réponse moyenAcdB - AcdGetAnswerDuration_GroupServiceNumber
Temps de réponse maximumAcdB - AcdGetAnswerDurationMax_GroupServiceNumber
Temps de raccrochage moyenAcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
Temps maximum de raccrochageAcdB - AcdGetCallerHangupCallsDurationMax_GroupServiceNumber
Temps de conversation moyenAcdB - AcdGetCallDuration_GroupServiceNumberCe KPI fait référence à toutes les données de la table StatisticsPartB (appels d'agent) pour chaque entrée trouvée dans la table AcdStatisticsPartB. Cela permet de mesurer les heures de connexion des agents avec les appelants.
Temps de conversation maximumAcdB - AcdGetCallDurationMax_GroupServiceNumberCe KPI fait référence à toutes les données de la table StatisticsPartB (appels d'agent) liées aux numéros de service sélectionnés pour chaque entrée trouvée dans la table AcdStatisticsPartB Cela permet de mesurer les heures de connexion des agents avec les appelants.
Occupation
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