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Description
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This report shows individual inbound/outbound calls, which were routed/made to/by the selected agents. The connection time and duration are shown.
Output Formats
This report is optimised for the following output formats:
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Table | Alias |
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StatisticsPartO (See also Table Reference - StatisticsPartO ) | o |
StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
StatisticsPartA (See also Table Reference - StatisticsPartA (A) ) | a |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin) | login |
Total
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Criteria Used | Description |
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Total inbound/outbound call routed/made to/by the current agent at this point of time within the selected time slice. |
Inbound
Criteria Used |
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Agent
Start
Ringing
Connected
End
Total
Inbound
Outbound
Dialler
Remote Tel.
Agent Tel
Ringing Time
Call Time(s)
Connected
Busy
No Answer
Description | |
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b.bOutbound = 0 | 1 if an inbound call was routed to this agent at this point of time within the selected time slice. Else 0. |
Outbound
Criteria Used | Description |
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b.bOutbound = 1 AND a.DiallerContactsID IS NULL | 1 if a click-to-dial outbound call was made by this agent at this point of time within the selected time slice. Else 0. |
Dialler
Criteria Used | Description |
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b.bOutbound = 1 AND a.DiallerContactsID IS NOT NULL | 1 if a dialler outbound call was made by this agent at this point of time within the selected time slice. Else 0. |
Ringing Time
Criteria Used | Description |
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( b.dtCallConnect - b.dtCallAlert ) IF b.bOutbound = 0 AND b.CONNRES = 1 | Ringing duration of the inbound/outbound call routed/made to/by the current agent at this point of time within the selected time slice.. Whether the call was answered by the destination or not. |
Calls Time (s)
Criteria Used | Description |
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( b.dtCallEnd - b.dtCallConnect ) IF b.bOutbound = 0 AND b.CONNRES = 1 (a.dtCallEnd - a.dtCallConnect) IF b.bOutbound = 1 AND IFNULL( a.CONNRES, b.CONNRES ) = 1 | Answer duration of the inbound call sucessfully connected the current agent at this point of time within the selected time slice and answer duration of the outbound call made by the current agent and successfully connected to the destination at this point of time within the selected time slice. |
Connected
Criteria Used | Description |
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b.bOutbound = 0 AND b.CONNRES = 1 | 1 if the inbound call routed to the current agent was successfully connected or the outbound call made by the current agent was successfully connected to the destination at this point of time within the selected time slice. Else 0. |
Busy
Criteria Used | Description |
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b.bOutbound = 0 AND b.CONNRES = 3 OR b.bOutbound = 1 AND IFNULL( a.CONNRES, b.CONNRES ) = 3 | 1 if the inbound call routed to the current agent at this point of time within the selected time slice was not successfully connected because his extension line was busy. Also 1 if the outbound call made by the current agent at this point of time within the selected time slice was not successfully connected to the destination because his extension was busy. Else 0. |
No Answer
Criteria Used | Description |
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b.bOutbound = 0 AND b.CONNRES = 2 | 1 if the inbound call routed to the current agent at this point of time within the selected time slice was not answered. Also 1 if the outbound call made by the current agent at this point of time within the selected time slice was not answered by the destination. Else 0. |
Stopped
Criteria Used | Description |
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1 IF (StatisticsPartB.bOutbound = 0 AND StatisticsPartB.CONNRES = 4) OR IF (StatisticsPartB.bOutbound = 1 AND IFNULL( StatisticsPartA.CONNRES, StatisticsPartB.CONNRES ) = 4) | 1 if the inbound caller at this point of time within the selected time slice hungup whilst the call to the current agent was being made. Also 1 if the outbound call made by the current agent at this point of time within the selected time slice was aborted by the system. Else 0. |
Invalid
Criteria Used | Description |
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(b.bOutbound = 0 AND b.CauseCodesID = in (1, 21, 28)) OR (b.bOutbound = 1 AND a.CauseCodesID in (1, 21, 28)) | 1 if the inbound/outbound call routed/made to/by the current agent at this point of time within the selected time slice was rejected or the destination number was either unallocated (unassigned) or in an invalid format (address incomplete). Else 0. |
Name | Description (WIP) |
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Servive Number | Name of the service via which the inbound calls was received or the (click-to-dial or dialler) outbound calls was made. |
Dialler Campaign | Name of the campaign from which the dialler outbound calls was made |
Contact | Number from the dialler contact list that was called |
User Data | Info about the agent who initiated the dialler call. |
Result Code | Name of the result code selected by the agent at the end of the dialler call. |
Done
Criteria Used | Description |
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NULL IF DiallerContactsHistory.DiallerResultCodesTypesID IS NULL | 1 if the goal of this dialler outbound call was sucessfully reached by the current agent at this point of time within the selected time slice. Else empty cell. |
Aborted
Criteria Used | Description |
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NULL IF DiallerContactsHistory.DiallerResultCodesTypesID IS NULL | 1 if the destination of this dialler outbound call made by the current agent at this point of time within the selected time slice could not be reached. Else empty cell. |
Appointment
Criteria Used | Description |
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NULL IF DiallerContactsHistory.DiallerResultCodesTypesID IS NULL | 1 if this dialler outbound call made by the current agent at this point of time within the selected time slice have been postponed to a later date. Else empty cell. |
Delay
Criteria Used | Description |
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NULL IF DiallerContactsHistory.DiallerResultCodesTypesID IS NULL | 1 if dialler outbound calls who have been extended by a certain amount of time. 1 if this dialler outbound call made by the current agent at this point of time within the selected time slice have been extended by a certain amount of time. Else empty cell. |
Stopped
Invalid
Service Number
Dialler Campaign
Contact
User Data
Result Code
Done
Aborted
Appointment
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