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maxLevel | 2 |
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outline | true |
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type | flat |
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Description
This report contains aggregated data for incoming calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups, and not presented individually per group. It also contains the total number of incoming calls connected to an agent (see also AcdB - AcdGetTotalAgents_Group), the total number of “callback“ media events (see also AcdB - AcdGetCallBackCalls_Group ), and the total number of “voicemails“ media events (see also AcdB - AcdGetVoiceMailCalls_Group ) created during the call flow.
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subtle | true |
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colour | Yellow |
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title | Caution |
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: 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.
This report is optimised for the following output formats:
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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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Columns
The following columns are provided.
Legend
Ø Number Agents
Include Page |
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| AcdB - AcdAverageNumberAgents_Group |
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| AcdB - AcdAverageNumberAgents_Group |
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Calls - Total Calls
Include Page |
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| AcdB - AcdGetCalls_Group |
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| AcdB - AcdGetCalls_Group |
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Calls - Maximum Parallel Calls
Include Page |
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| AcdB - AcdGetParallelCallsMax_Group |
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| AcdB - AcdGetParallelCallsMax_Group |
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Calls - Transferred Calls into Groups
Include Page |
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| AcdB - AcdGetTranferredCalls_Group |
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| AcdB - AcdGetTranferredCalls_Group |
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Calls - ACD Post Calls
Include Page |
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| AcdB - AcdGetPostCallCount_Group |
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| AcdB - AcdGetPostCallCount_Group |
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In Service - Quantity
Include Page |
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| AcdB - AcdGetInServiceCallsByParam_Group |
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| AcdB - AcdGetInServiceCallsByParam_Group |
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In Service - % Persent
Formula | Description |
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AcdGetInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls in service and the number of incalls calls connected to agents. |
Not In Service - Quantity
Include Page |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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Not In Service - % Persent
Formula | Description |
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AcdGetNotInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls not in service and the number of inbound calls connected to agents. |
Hungup <= - Quantity
Include Page |
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| AcdB - AcdGetInTimeHangupCalls_Group |
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| AcdB - AcdGetInTimeHangupCalls_Group |
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Hungup <= - % Persent
Formula | Description |
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AcdGetInTimeHangupCalls_Group * 100 / AcdGetCalls_Group | Ratio between the number of calls hungup before the hungup threshold and the total number of inbound calls routed to ACD groups. |
Hungup > - Quantity
Include Page |
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| AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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Hungup > - % Persent
Formula | Description |
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AcdGetNotInTimeHangupCallsByParam_Group * 100 / AcdGetCalls_Group | Ratio between the number of calls hungup after the hungup threshold and the total number of inbound calls routed to ACD groups. |
Ringing Incoming Time - Total Duration (From a system perspective)
Include Page |
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| AcdB - AcdGetRingingIncomingDuration_Group |
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| AcdB - AcdGetRingingIncomingDuration_Group |
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Ringing Incoming Time - Ø Duration (From a system perspective)
Include Page |
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| AcdB - AcdGetRingingIncomingDurationAvg_Group |
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| AcdB - AcdGetRingingIncomingDurationAvg_Group |
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Ringing Agent Time - Total Duration (From an agent's perspective)
Include Page |
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| AcdB - AcdGetRingingDuration_Group |
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| AcdB - AcdGetRingingDuration_Group |
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Ringing Agent Time - Ø Duration (From an agent's perspective)
Include Page |
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| AcdB - AcdGetRingingDurationAvg_Group |
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| AcdB - AcdGetRingingDurationAvg_Group |
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Total Agents - Ø Duration
Include Page |
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| AcdB - AcdGetTotalAgents_Group |
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| AcdB - AcdGetTotalAgents_Group |
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Total Voicemails - Max. Duration
Include Page |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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Number Call Back - Quantity
Include Page |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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Hangups before - Quantity
Include Page |
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| AcdB - AcdGetHangupsBeforeQueue_Group |
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| AcdB - AcdGetHangupsBeforeQueue_Group |
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Hungups queue - Quantity
Include Page |
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| AcdB - AcdGetHangupsQueue_Group |
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| AcdB - AcdGetHangupsQueue_Group |
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Not Offered Calls - Quantity
Include Page |
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| AcdB - AcdGetTotalOtherCalls_Group |
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| AcdB - AcdGetTotalOtherCalls_Group |
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