...
| This column is the result of the following calculation: |
|---|
| Agent Calls Time Total / Average Agent CountCalls |
Service Level
...
| This column is the result of the following calculation: |
|---|
Calls Answered In Service Level * 100 / Agent Calls |
Availability
| This column is the result of the following calculation: |
|---|
| Agent Calls / Calls Offered ACD In Standard Times |
Agents (Status Calls and Automatic Post Call)
AverageAgentCount
| Criteria Used | Description |
|---|---|
IFNULL( AVG( acdb.GroupStart_LoggedInForCallsAgentCount ), 0 ) 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. |
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