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| Criteria Used | Description |
|---|---|
acdb.bOutbound = 0 AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) ) | Total number of inbound 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 |
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| Criteria Used | Description |
|---|---|
acdb.bOutbound = 0 AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) ) | Total number of inbound 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 |
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| Criteria Used | Description |
|---|---|
acdb.bOutbound = 0 AND dtQueueStart IS NOT NULL | Totals number of inbound calls which entered into the ACD group queue within a particular time slice. |
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| Criteria Used | Description |
|---|---|
| CallsQueueTotal * 100 / CallsTotal | The ratio in percent between calls that entered the ACD group queue and the total offered calls. |
Calls - Relevant for SLA
| Criteria Used | Description |
|---|---|
| TotalCalls - CallsQueueFull | The difference between the total inbound calls offered and the total inbound calls queue full. |
SLA - Availability (%)
| Criteria Used | Description |
|---|---|
| CallsAnswered * 100 / Calls Relevant for SLA | The ratio in percent between the total calls answered and the total calls relevant for SLA. |
SLA - SLA1/2/3 x/y/z (s) - Count
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