Table of Contents |
---|
maxLevel | 2 |
---|
outline | true |
---|
type | flat |
---|
|
DescriptionThis report contains aggregated data for inbound and outbound 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: Status |
---|
subtle | true |
---|
colour | Red |
---|
title | PDF |
---|
|
Status |
---|
subtle | true |
---|
colour | Blue |
---|
title | HTML |
---|
|
Sample Report (Output)
ColumnsThe following columns are provided. Offered Calls Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetGroupCalls_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetGroupCalls_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177B617CC6683EB198EF80E |
---|
|
AvailabilityFormula Used | Description |
---|
Availability = Answered Calls / Offered Calls | The ratio between the number of total calls answered and the number of calls that entered the selected groups and service number within a particular time slice. |
Availability %Formula Used | Description |
---|
Availability = Answered Calls / Offered Calls*100 | The percentage ratio between the number of total calls answered and the number of calls that entered the selected groups and service number within a particular time slice. |
In Service Calls Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInServiceCallsByParam_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177B63B1449A2277FA1CC50 |
---|
|
Service Level Calls %Formula Used | Description |
---|
Service Level Calls % = Service Level Calls / Offered Calls*100 | The ratio between the number of calls answered within the service level chosen and the number of calls that entered the selected groups and service number within a particular time slice. |
Outbound CallsCriteria Used | Description |
---|
acdb.AcdOriginGroupsID IS NULL acdb.bOutbound = TRUE acdb.CONNRES <> 1 | The total number of outbound calls initiated from the selected groups and service number within a particular time slice. |
Outbound TalksCriteria Used | Description |
---|
acdb.AcdOriginGroupsID IS NULL acdb.bOutbound = TRUE acdb.CONNRES = 1 acdb.dtCallConnect IS NOT NULL | The total number of outbound calls initiated from the selected groups and service number within a particular time slice and that were answered by the destination. |
Hungup Calls <= Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177DF44A88B63A9200DF49A |
---|
|
Hungup Calls > Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
---|
scrollPageId | 2D881E6B01783AD52E113DC1531FEA6A |
---|
|
Number of Call Backs Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177DED3F6E92D6874FECBD1 |
---|
|
Error Hangup CallsFormula Used | Description |
---|
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+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177E4FB0A4E64A43CC6BBB8 |
---|
|
Queue Full Calls Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177E4FE826A74C3396061F4 |
---|
|
Queue Timeout Calls Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177E50988EB10205BA2D116 |
---|
|
Queue Leave Calls Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177E500D13652DF0328994E |
---|
|
Calls Busy Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177E513B94A5E847626D968 |
---|
|
Answer Time Ø Duration and Max. DurationThe average and maximum duration of the following KPI: Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAnswerDuration_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetAnswerDuration_GroupServiceNumber |
---|
scrollPageId | 2D881E6B01783ADE487980F17C2CB70F |
---|
|
Hang Up Time Ø Duration and Max. DurationThe average and maximum duration of the following KPI: Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallerHangupCallsDuration_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177DF2131D7D6EC0B5D5DD6 |
---|
|
Maximum Talk Time InboundThe average and maximum duration of the following KPI: Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetCallDuration_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177DF16C1667FB3179FA4FA |
---|
|
Talk Time Ø Duration OutboundMaximum Talk Time OutboundTalk Time Ø Duration Outbound Include+ |
---|
scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber |
---|
spaceKey | JPW |
---|
scrollEditorDisplayTitle | AcdB - AcdGetCallDuration_GroupServiceNumber |
---|
scrollPageId | 2D881E6B0177DF16C1667FB3179FA4FA |
---|
|
Occupancy %Formula Used | Description |
---|
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. |
Table of Contents |
---|
maxLevel | 2 |
---|
outline | true |
---|
type | flat |
---|
|
|