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Description
This report contains aggregated data for inbound calls to the selected ACD groups over the time period and granularity chosen. The output data are cumulated per group then time slice.
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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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| title | PDF |
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| subtle | true |
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| colour | Green |
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| title | XLS |
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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
Calls - Totals
| Include Page |
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| AcdB - AcdGetCalls_Group |
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| AcdB - AcdGetCalls_Group |
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Calls - Answered
| Include Page |
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| AcdB - AcdGetAgentCalls_Group |
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| AcdB - AcdGetAgentCalls_Group |
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Calls - Out of Hours - Voice-Mail
| Criteria Used | Description |
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acdb.bOutbound = 0 AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) )
AND ( IFNULL( acdb.AcdGroupActionTypesID, 0 ) IN ( 3, 8, 10 ) ) | Total calls which entered the selected ACD group then left with the AcdGroupEndReasonsID 100 (Group Start (Rule)), 101 (Routing-Application (Rule)) or 102 (Queue (Rule)) and the AcdGroupActionTypesID 3 (Voice-Mail), 8 (Request Callback) or 10 (Request Callback or Voice-Mail) See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes |
Calls - Out of Hours - Other
| Criteria Used | Description |
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acdb.bOutbound = 0 AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) )
AND ( IFNULL( acdb.AcdGroupActionTypesID, 0 ) NOT IN ( 3, 8, 10 ) ) | Total calls which entered the selected ACD group then left with the AcdGroupEndReasonsID 100 (Group Start (Rule)), 101 (Routing-Application (Rule)) or 102 (Queue (Rule)) and none of the AcdGroupActionTypesID 3 (Voice-Mail), 8 (Request Callback) or 10 (Request Callback or Voice-Mail) See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes |
Calls - Queue Full
| Include Page |
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| AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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Calls - Queued - Count
Calls - Queued - (%)
Calls - Relevant for SLA
SLA - SLA1 10 (s) - Count
SLA - SLA1 10 (s) - (%)
SLA - SLA1 20 (s) - Count
SLA - SLA1 20 (s) - (%)
SLA - SLA1 20 (s) - Count
SLA - SLA1 20 (s) - (%)
Queue - Hangups - Pre-Queue
| Include Page |
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| AcdGetHangupPreQueueCallsByGroupEndReason_Group |
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| AcdGetHangupPreQueueCallsByGroupEndReason_Group |
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Queue - Hangups - Short Hangups
| Include Page |
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| AcdGetQueueShortHangupCallsByGroupEndReason_Group |
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| AcdGetQueueShortHangupCallsByGroupEndReason_Group |
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Queue - Hangups - Queue
Queue - Leave Queue - Voice-Mail
| Include Page |
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| AcdB - AcdGetQueueLeaveVoiceMailCallsByGroupEndReason_Group |
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| AcdB - AcdGetQueueLeaveVoiceMailCallsByGroupEndReason_Group |
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Queue - Leave Queue - Other
| Include Page |
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| AcdB - AcdGetQueueLeaveOtherCallsByGroupEndReason_Group |
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| AcdB - AcdGetQueueLeaveOtherCallsByGroupEndReason_Group |
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Count - Agent - No Answer
| Include Page |
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| AcdB - AcdGetAgentNoAnsweredCalls_Group |
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| AcdB - AcdGetAgentNoAnsweredCalls_Group |
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Count - Agent - Busy
| Include Page |
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| AcdB - AcdGetAgentBusyCalls_Group |
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| AcdB - AcdGetAgentBusyCalls_Group |
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Ø Times - Talk Time
| Include Page |
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| AcdB - AcdGetWaitingTimeTotalAnswered_Group |
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| AcdB - AcdGetWaitingTimeTotalAnswered_Group |
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Ø Times - Post Call
| Include Page |
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| AcdB - AcdGetPostCallTotalTime_Group |
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| AcdB - AcdGetPostCallTotalTime_Group |
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Ø Times - Waiting Time Answered
| Include Page |
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| AcdB - AcdGetWaitingTimeTotalAnswered_Group |
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| AcdB - AcdGetWaitingTimeTotalAnswered_Group |
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Ø Times - Waiting Time Hangups
| Include Page |
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| AcdB - AcdGetWaitingTimeLongHangup_Group |
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| AcdB - AcdGetWaitingTimeLongHangup_Group |
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