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Calls ended in IVR (before ACD)

CallsEndedBeforeACD

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NULL 

Total number of inbound calls to the selected service number(s), which ended in the IVR application.


Calls Offered outside Opening Hours

...

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes = 0 
AND acdb.bCallInStandardServiceTimes = 0 )

Total number of inbound calls to the selected service number(s), which were offered outside opening hours.

Calls Offered during Opening Hours

...

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes <> 0 
OR acdb.bCallInStandardServiceTimes <> 0 )

Total number of inbound calls to the selected service number(s), which were offered during opening hours.

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