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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: Output FormatsThis report is optimised for the following output formats: Status |
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subtle | true |
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colour | Red |
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title | PDF |
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Status |
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subtle | true |
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colour | Blue |
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title | HTML |
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Image Removed Sample Report (Output)Image Removed ColumnsThe following columns are provided. LegendOffered 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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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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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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AcdGetAnswerDuration_GroupServiceNumber / (InServiceCalls + NotInServiceCalls) | The total answer time duration divided by the total number of calls answered by the destination |
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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AcdGetCallerHangupCallsDuration_GroupServiceNumber / CallerHangupCallsTotal | The total hang up time duration divided by the total number of calls hung up |
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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AcdGetCallDuration_GroupServiceNumber / AcdGetCallDurationCalls_GroupServiceNumber | The total talk time duration divided by the total number of calls successful connected to the destination |
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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Occupancy (%)Formula Used | Description |
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Occupancy = AcdGetCallDuration_GroupServiceNumber * 100 / AcdGetLoginDuration_Group | The total duration of calls successfully connected to the destination via the selected groups and service numbers divided by the total login time of all agents. |
Table of Contents |
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type | flat |
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