...
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) | Total number of inbound calls to the selected service number(s), which were successfully connected to an agent during opening hours and ended because of an AcdGroupEndReason with ID 5, 103, 104, 203 or 204. See also Value Reference - AcdGroupEndReasons |
...
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 106, 107, 108, 109, 206, 207, 200 ) | Total number of inbound calls to the selected service number(s), which left the ACD group during opening hours, because of the AcdGroupEndReasons an AcdGroupEndReason with ID 106, 107, 108, 109, 206, 207 , or 200. See also Value Reference - AcdGroupEndReasons |
...
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 1, 2, 3 ) | Total number of inbound calls to the selected service number(s), which ended before entering the ACD group's queue during opening hours, because of an AcdGroupEndReason with ID 1, 2 or 3. See also Value Reference - AcdGroupEndReasons |
Calls which did not enter the queue because it was full
CallsEndBeforeQueueFull
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 105, 205 ) | Total number of inbound calls to the selected service number(s), which ended before entering the ACD group's queue during opening hours, because of an AcdGroupEndReason with ID 105 or 205. See also Value Reference - AcdGroupEndReasons |
Total hangups in queue
...
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) | Total number of inbound calls to the selected service number(s), which ended in the ACD group's queue during opening hours, because the caller hungup. See also Value Reference - AcdGroupEndReasons |
Hangups before <Short Hangups (s) > in Queue
...
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Short Hangups (s) | Total number of inbound calls to the selected service number(s), which ended before <Short Hangups (s)> seconds in the ACD group's queue during opening hours, because the caller hungup. See also Value Reference - AcdGroupEndReasons |
Hangups after <Hangup Threshold (s) > in Queue
...
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Hangup Threshold (s) | Total number of inbound calls to the selected service number(s), which ended after <Hangup Threshold e (s)> seconds in the ACD group's queue during opening hours, because the caller hungup. See also Value Reference - AcdGroupEndReasons |
Calls Answered In Service Level
...
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) AND ( acdb.dtAgentConnect - a.dtCallStart ) <= Service Level (s) | Total number of inbound calls to the selected service number(s), which were successfully connected to an agent before <Service Level (s)> during opening hours. See also Value Reference - AcdGroupEndReasons |
Calls Answered Out of Service Level
...
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) AND ( acdb.dtAgentConnect - a.dtCallStart ) > Service Level (s) | Total number of inbound calls to the selected service number(s), which were successfully connected to an agent after <Service Level (s)> during opening hours. See also Value Reference - AcdGroupEndReasons |
...