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Description
This report shows individual inbound calls in ACD groups. You can see to which agents calls were routed, and with what result. The connection times are shown.
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Name | Description | Criteria Used | |
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Calls | Date / Time | The date the call was initiated | a.dtCallStart |
Start | The time the call was started | a.dtCallStart | |
End | The time the call was ended | a.dtCallEnd | |
Numbers | Caller | Telephone number of the caller(A Number) | |
Service Number | Platform Destination (B Number) | ||
Group | Name | Name of the group | |
Start | The time the call entered the ACD group | acdb.dtGroupStart | |
End | The time the call quit the ACD group | IF ( b.dtCallEnd ='00-00-00 00:00:00', NULL, b.dtCallEnd ) | |
Connected | The time when the agent answered the call | acdb.dtAgentConnect | |
Duration | Total duration of the call | a.dtCallEnd - a.dtCallStart | |
Agent | Name | The name of the agent followed by the agent number in brackets | |
Destination Number | Telephone number of the agent (B Number) | b.BNumber | |
Duration | The connection time with the agent | IF ( b.dtCallConnect IS NOT NULL, (b.dtCallEnd - b.dtCallConnect, ), NULL ) | |
Result | Result | Final result of the conversation with the agent:
| b.CONNRES |
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