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Hangups before <Short Hangups (s) > in Queue
CallsShortHangup
| 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
HangupsInQueueLong1
| 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 |
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| This column is the result of the following calculation: |
|---|
| Agent Calls Time Total / Calls Answered by Agent Calls |
Service Level
| This column is the result of the following calculation: |
|---|
Calls Answered In Service Level * 100 / Calls Answered by Agent Calls |
Availability
| This column is the result of the following calculation: |
|---|
| Agent Calls Answered by Agent / Calls Offered ACD In Standard Timesduring Opening Hours |
Agents (Status Calls and Automatic Post Call)
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| 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. |
Agent Calls Time Total
| Criteria Used | Description |
|---|---|
IFNULL( SUM( acdb.dtGroupEnd - acdb.dtAgentConnect ), 0 ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) | Total duration of inbound calls to the selected service number(s), which were successfully connected to an agent during opening hours. See also Value Reference - AcdGroupEndReasons |
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