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This report is optimised for the following output formats:
| Status | ||||||
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| Status | ||||||||
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| Status | ||||||
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Column
Legend
Table | Alias |
|---|
StatisticsPartA (See also Table Reference - |
A) ) |
a |
| StatisticsPartB (See also Table Reference - |
| StatisticsPartB ( |
| B) ) |
| b |
Total
Criteria Used | Description |
|---|---|
Inbound OR Outbound OR Dialler | 1 if an inbound, click-to-dial outbound or dialler outbound call was routed/made to/by this agent at this point of time within the selected time slice. Else 0. |
Inbound
Criteria Used | Description |
|---|---|
WHEN b.bOutbound = 0 THEN 1 | 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 |
|---|---|
| WHEN b.bOutbound = 0 THEN b.dtCallConnect ELSE a.dtCallConnect | 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 Value Reference - CONNRES |
Busy
Criteria Used | Description |
|---|---|
WHEN (b.bOutbound = 0 AND b.CONNRES = 3) THEN 1 WHEN b.bOutbound = 1 AND IFNULL( a.CONNRES, b.CONNRES ) = 3) THEN 1 | 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 Value Reference - CONNRES |
No Answer
Criteria Used | Description |
|---|---|
WHEN (b.bOutbound = 0 AND b.CONNRES = 2) THEN 1 | 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 Value Reference - CONNRES |
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