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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 ACD group.
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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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