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Table | Alias |
---|---|
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
Criteria Used | Description |
---|
Inbound OR Outbound OR Dialler | 1 if an inbound, outbound or dialler call was routed/made to/by |
this agent at this point of time within the selected time slice. Else 0. |
Inbound
Criteria Used | Description |
---|---|
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. |
...
Criteria Used | Description |
---|---|
( 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. See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw Value Reference - CONNRES |
Calls Time (s)
Criteria Used | Description |
---|---|
( 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. See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw Value Reference - CONNRES |
Connected
Criteria Used | Description |
---|---|
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. See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw Value Reference - CONNRES |
Busy
Criteria Used | Description |
---|---|
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. See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw Value Reference - CONNRES |
No Answer
Criteria Used | Description |
---|---|
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. See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw Value Reference - CONNRES |
Stopped
Criteria Used | Description |
---|---|
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. See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw Value Reference - CONNRES |
Invalid
Criteria Used | Description |
---|---|
(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) |
---|---|
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
...
NULL IF DiallerContactsHistory.DiallerResultCodesTypesID IS NULL
1 IF DiallerContactsHistory.DiallerResultCodesTypesID = 1
...
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 |
---|---|
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
...
NULL IF DiallerContactsHistory.DiallerResultCodesTypesID IS NULL
1 IF DiallerContactsHistory.DiallerResultCodesTypesID = 3
...
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 |
---|---|
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.Value Reference - CauseCodes |
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