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Table of Contents |
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maxLevel | 2 |
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outline | true |
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DescriptionThis report contains aggregated data for incoming calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups, and not presented individually per group. Status |
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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.Service Level CalculationThe service level calculation in this report considers: This report is optimised for the following output formats: Status |
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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 | Green |
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title | XLS |
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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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Temporary screenshot Image Added ColumnsThe following columns are provided. LegendCalls - Offered Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetGroupCalls_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetGroupCalls_GroupServiceNumber |
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scrollPageId | 2D881E6B0177B617CC6683EB198EF80E |
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Calls - In ServiceQueue Closed Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInServiceCallsByParamAcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetInServiceCallsByParamAcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177B63B1449A2277FA1CC502D881E6B0177E4FB0A4E64A43CC6BBB8 |
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Calls - Not In ServiceQueue Full Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInServiceCallsByParamAcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetNotInServiceCallsByParamAcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E4FE826A74C3396061F42D881E6B01783AB751596E457F9F7209 |
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OtherCalls - Hungup <= Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DF44A88B63A9200DF49A |
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Calls - Hungup > Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B01783AD52E113DC1531FEA6A |
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Calls - Number of Call Backs Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DED3F6E92D6874FECBD1 |
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Calls - Error |
Formula Used | Description |
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ErrorHangupCalls = OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls | The difference between the offered calls and all other hungup calls. |
Calls - Queue Closed
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E4FB0A4E64A43CC6BBB8 | 2D881E6B0177DF44A88B63A9200DF49A |
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Calls - Relevant for SLA
Calls -
Queue FullHungup >
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueFullCallsByGroupEndReasonAcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetQueueFullCallsByGroupEndReasonAcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E4FE826A74C3396061F42D881E6B01783AD52E113DC1531FEA6A |
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Calls -
Queue TimeoutIn Service
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueTimeoutCallsByGroupEndReasonAcdGetInServiceCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetQueueTimeoutCallsByGroupEndReasonAcdGetInServiceCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E50988EB10205BA2D1162D881E6B0177B63B1449A2277FA1CC50 |
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Calls -
BusyNot In Service
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetSystemHangupCallsByGroupEndReasonAcdGetNotInServiceCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetSystemHangupCallsByGroupEndReasonAcdGetNotInServiceCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E513B94A5E847626D9682D881E6B01783AB751596E457F9F7209 |
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Calls - Accessibility
This column is the result of the following calculation:
( In Service + Not In Service ) * 100.0 / Offered
Calls - Service Level
This column is the result of the following calculation:
In Service * 100.0 / Offered
Answer Time - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAnswerDuration_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetAnswerDuration_GroupServiceNumber |
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scrollPageId | 2D881E6B01783ADE487980F17C2CB70F |
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Hang Up Time - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallerHangupCallsDuration_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DF2131D7D6EC0B5D5DD6 |
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Talk Time - Ø Duration
and , Max. and Total Duration
The average, maximum and maximum total duration of the following KPI:
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetCallDuration_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DF16C1667FB3179FA4FA |
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Post Call Time -
Ø Duration and Max. Total Duration
The average and maximum total duration of the following KPI:
Include+ |
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Table of Contents |
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maxLevel | 2 |
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outline | true |
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type | flat |
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