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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: This report is optimised for the following output formats:
Sample Report (Output)
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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In Service Calls 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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Not In Service Calls Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B01783AB751596E457F9F7209 |
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Hungup Calls <= Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DF44A88B63A9200DF49A |
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Hungup Calls > Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B01783AD52E113DC1531FEA6A |
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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. |
Queue Closed Calls Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E4FB0A4E64A43CC6BBB8 |
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Queue Full Calls Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E4FE826A74C3396061F4 |
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Queue Timeout Calls Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E50988EB10205BA2D116 |
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Queue Leave Calls Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E500D13652DF0328994E |
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Busy Calls Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E513B94A5E847626D968 |
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Answer Time Average DurationFormula Used | Description |
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AnswerTimeTotalAcdGetAnswerDuration_sum_interval GroupServiceNumber / AnswerTimeCalls_sum_interval(InServiceCalls + NotInServiceCalls) |
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Answer Time Maximum Duration Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAnswerDurationMax_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetAnswerDurationMax_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DED2030738632B7BAABF |
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Hang Up Time Average DurationFormula Used | Description |
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CallerHangupTimeTotalAcdGetCallerHangupCallsDuration_sum_interval GroupServiceNumber / CallerHangupTimeCalls_sum_intervalCallerHangupCallsTotal |
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Hang Up Time Maximum Duration Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallerHangupCallsDurationMax_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetCallerHangupCallsDurationMax_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DF2BE565AA8024A7A323 |
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Talk Time Average DurationFormula Used | Description |
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CallTimeTotalAcdGetCallDuration_sum_interval / CallTimeCalls_sum_intervalGroupServiceNumber / AcdGetCallDurationCalls_GroupServiceNumber |
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Talk Time Maximum Duration Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDurationMax_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetCallDurationMax_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DF180BBF665306EF7CD7 |
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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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outline | true |
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type | flat |
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