Table of Contents |
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DescriptionThis report contains aggregated data for inbound and outbound 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 | Blue |
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title | HTML |
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Temporary screenshot
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 Service Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInServiceCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B0177B63B1449A2277FA1CC50 |
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Calls - Not In Service Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B01783AB751596E457F9F7209 |
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Calls - 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 - ErrorThis column is the result of the following calculation: |
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OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls |
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 |
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Calls - Queue Full Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E4FE826A74C3396061F4 |
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Calls - Queue Timeout Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E50988EB10205BA2D116 |
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Calls - Busy Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E513B94A5E847626D968 |
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Calls - AccessibilityThis column is the result of the following calculation: |
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( In Service + Not In Service ) * 100.0 / Offered |
Calls - Service LevelThis column is the result of the following calculation: |
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In Service * 100.0 / Offered |
Answer Time - Ø Duration and Max. DurationThe 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. DurationThe 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. DurationThe average and maximum 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. DurationThe average and maximum 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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Logged In - CountCriteria Used | Description |
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COUNT(DISTINCT UsersID) login.bGroupLoggedIn = 1 | The number of agents logged in the selected ACD groups within a particular time slice. |
Logged In - Total DurationCriteria Used | Description |
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SUM (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated )) login.bGroupLoggedIn = 1 | The total logged In time duration in the selected ACD groups. |
Logged In - Ø DurationThis column is the result of the following calculation: |
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Logged In Total Duration / Logged In Count |
Logged In - Max. DurationCriteria Used | Description |
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MAX (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated )) login.bGroupLoggedIn = 1 | The maximum logged In time duration in the selected ACD groups. |
ACD Agent Status - Total DurationCriteria Used | Description |
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SUM (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated )) login.bGroupLoggedIn = 1 AND status.AcdAgentStatusID = <ACDAgentStatusID> | The total time duration of the ACD agent in a status with the ID <ACDAgentStatusID> in the selected ACD groups. Where: <ACDAgentStatusID> is either one of the 5 default ACD agent status IDs: - 2 for "Calls and Media"
- 3 for "Break"
- 5 for "Post Call"
- any other ID bigger as 5 for "Outbound"
See also Value Reference - AcdAgentStatus |
ACD Agent Status - Max. DurationCriteria Used | Description |
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MAX (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated )) login.bGroupLoggedIn = 1 AND status.AcdAgentStatusID = <ACDAgentStatusID> | The maximum time duration of the ACD agent in a status with the ID <ACDAgentStatusID> in the selected ACD groups. Where: <ACDAgentStatusID> is either one of the 5 default ACD agent status IDs: - 2 for "Calls and Media"
- 3 for "Break"
- 5 for "Post Call"
- any other ID bigger as 5 for "Outbound"
See also Value Reference - AcdAgentStatus |
This column is the result of the following calculation: |
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Call and Media Total Duration / Logged In Count Read more here → ACD Agent Status - Total Duration |
See → ACD Agent Status - Max. Duration Break - Ø DurationThis column is the result of the following calculation: |
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Break Total Duration / Logged In Count Read more here → ACD Agent Status - Total Duration |
Break - Max. DurationSee → ACD Agent Status - Max. Duration Post Call - Ø DurationThis column is the result of the following calculation |
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StatusTimeCalls | Criteria Used | Description |
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Logged In - Ø DurationStatusTimeTotal1 / StatusTimeCalls Logged In - Max. DurationStatusTimeMax Calls and Media : |
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Post Call Total Duration / Logged In Count Read more here → ACD Agent Status - Total Duration |
Post Call - Max. DurationBreak - Ø DurationBreak See → ACD Agent Status - Max. Duration Post Call Outbound - Ø DurationThis column is the result of the following calculation: |
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Outbound Total Duration |
/ Logged In Count Read more here → ACD Agent Status - Total |
Post Call - Max. Outbound - Ø Max. DurationOutbound See → ACD Agent Status - Max. Duration Table of Contents |
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outline | true |
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type | flat |
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