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Description

This 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 Criteria

Service Level Calculation

The service level calculation in this report considers:

• Calls answered by agents within ServiceLevelSeconds measured from the time call entered the groups

• All calls which were offered to the groups

Output Formats

This report is optimised for the following output formats:

Sample Execution (Input)

Sample Report (Output)

Columns

The following columns are provided.

Offered Calls

In Service Calls

Not In Service Calls

Hungup Calls <=

Hungup Calls >

Error Hangup Calls

Queue Closed Calls

Queue Full Calls

Queue Timeout Calls

Queue Leave Calls

Busy Calls

Answer Time Average Duration

Answer Time Maximum Duration

Hang Up Time Average Duration

Hang Up Time Maximum Duration

Talk Time Average Duration

Talk Time Maximum Duration

Occupancy (%)

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