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COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NULL 

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NOT NULL 

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

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NOT NULL 

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

should be

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

box not checked or call during service time

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NOT NULL 

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

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes <> 0 
OR acdb.bCallInStandardServiceTimes <> 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 an AcdGroupEndReason with ID 106, 107, 108, 109, 206, 207 or 200.

See also Value Reference - AcdGroupEndReasons

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NOT NULL 

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

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NOT NULL 

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

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NOT NULL 

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

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NOT NULL 

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

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NOT NULL 

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

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NOT NULL 

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

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NOT NULL 

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

AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 )

AND ( acdb.dtAgentConnect - a.dtCallStart ) > Service Level (s)

AND ServiceNumbersID IS NOT NULL

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

IFNULL( AVG( acdb.GroupStart_LoggedInForCallsAgentCount ), 0 )

a.bOutbound = 0

AND ServiceNumbersID IS NOT NULL

AND acdb.ID IS NULL 

The average number of agents logged into the ACD group for calls at the time inbound calls to the selected service number(s)

entered the group. 

See also Table Reference - AcdStatisticsPartB (AcdB)