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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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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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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 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 |
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 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 |
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
Criteria Used | Description |
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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. |
Calls - Queued - (%)
Criteria Used | Description |
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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 |
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TotalCalls - CallsQueueFull | The difference between the total inbound calls offered and the total inbound calls queue full. |
SLA - Availability (%)
Criteria Used | Description |
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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
Include Page |
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| AcdB - AcdGetInServiceCallsByParam_Group_QueueStart |
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| AcdB - AcdGetInServiceCallsByParam_Group_QueueStart |
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SLA - SLA1/2/3 x/y/z (s) - (%)
Criteria Used | Description |
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InServerCalls * 100 / CallsRelevantForSLA | The ratio in percent between the total inbound calls in service and the total inbound calls relevant for SLA. |
Queue - Hangups - Pre-Queue
Criteria Used | Description |
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acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 0, 1, 2, 3 ) ) | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID - 0,
- 1 (Hangup Announcement),
- 2 (Hangup Routing-Application) or
- 3 (Hangup Announcement 2.
See also See also Value Reference - AcdGroupEndReasons |
Queue - Hangups - Short Hangups
Criteria Used | Description |
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acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4 ANd acdb.dtGroupEnd - acdb.dtQueueStart <= ShortHangUpSeconds_ | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4 and before ShortHangUpSeconds_ See also See also Value Reference - AcdGroupEndReasons |
Queue - Hangups - Long Hangups
Criteria Used | Description |
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acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4 ANd acdb.dtGroupEnd - acdb.dtQueueStart > ShortHangUpSeconds_ | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4 and after ShortHangUpSeconds_ See also See also Value Reference - AcdGroupEndReasons |
Queue - Hangups - Queue
Criteria Used | Description |
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acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4 | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4. |
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
The average between this KPI and the total number of inbound calls answered..
Include Page |
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| AcdB - AcdGetWaitingTimeTotalAnswered_Group |
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| AcdB - AcdGetWaitingTimeTotalAnswered_Group |
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Ø Times - Post Call
The average between this KPI and the total number of post calls.
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
The average between this KPI and the total number of inbound calls 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
The average between this KPI and the total number of calls queue long hangup.
Include Page |
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| AcdB - AcdGetWaitingTimeLongHangup_Group |
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| AcdB - AcdGetWaitingTimeLongHangup_Group |
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