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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 ) ) | Total calls which entered the selected ACD group(s) 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 ) ) | Total calls which entered the selected ACD group(s) 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
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Calls - Queued - Count
Criteria Used | Description |
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Calls - Queued - (%)
Criteria Used | Description |
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Calls - Relevant for SLA
Criteria Used | Description |
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SLA - SLA1 10 (s) - Count
Criteria Used | Description |
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SLA - SLA1 10 (s) - (%)
Criteria Used | Description |
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SLA - SLA1 20 (s) - Count
Criteria Used | Description |
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SLA - SLA1 20 (s) - (%)
Criteria Used | Description |
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SLA - SLA1 20 (s) - Count
Criteria Used | Description |
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SLA - SLA1 20 (s) - (%)
Criteria Used | Description |
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Queue - Hangups - Pre-Queue
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Queue - Hangups - Queue
Criteria Used | Description |
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Queue - Leave Queue - Voice-Mail
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