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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 inbound calls cumulated per time slice over selected groups and service numbers within a particular time slice.
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
Counter - Received
Include Page |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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Counter - Taken
Formula | Description |
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(Calls Taken directly) + ( Calls Taken indirectly) | All inbound calls which entered an ACD group and service number within a particular time slice and which were connected to an agent. |
Counter - Taken directly
Include Page |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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Counter - Taken indirectly
Include Page |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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Counter - Aborted
Include Page |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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Counter - Transferred
Include Page |
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| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
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| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
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Percent - Service Level
Formula | Description |
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CallsInService * 100 / CallsOfferredWithoutShortHangups | The ratio between calls taken directly and calls offered without short hangups. |
Percent - Efficiency
Formula | Description |
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CallsTaken * 100 / CallsOfferredWithoutShortHangups | The percentage between calls taken and calls offered without short hangups. |
Percent - Aborted
Formula | Description |
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CallsBroken * 100 / CallsOfferred | The percentage between calls broken and calls offered. |
Duration - Longest Time in queue
Include Page |
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| AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
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| AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
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Duration - Longest Time waiting until abort
Include Page |
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| AcdB - AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
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| AcdB - AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
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Duration - Call
Include Page |
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| AcdB - AcdGetCallDuration_GroupServiceNumber |
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| AcdB - AcdGetCallDuration_GroupServiceNumber |
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Duration - Post Call
Include Page |
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| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
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| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
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Average Duration - Answer Time
Formula | Description |
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AnswerTimeTotal / AnswerTimeCalls | The total answer time duration divide by the number of calls answered. |
Average Duration - Call Time
Formula | Description |
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DurationTimeCall / CallsOfferred | The total call time duration divided by the number of calls offered. |
Average Duration - Post Call
Formula | Description |
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DurationPostCall / CallsOfferred | The total post call time duration divided by the the number of calls offered. |
Average Duration - Edited
The average between this KPI and the total number of calls taken.
Include Page |
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| AcdB - AcdGetDurationEdit_GroupServiceNumber |
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| AcdB - AcdGetDurationEdit_GroupServiceNumber |
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maxLevel | 2 |
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