Table of Contents |
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maxLevel | 2 |
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outline | true |
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type | flat |
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DescriptionThis report contains aggregated data for inbound calls to the service number(s) associated with the selected billing numbers over the time period chosen and the default granularity of 1 hour. Data is presented groups by hour and billing number. This report is optimised for the following output formats: Status |
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subtle | true |
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colour | Red |
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title | PDF |
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Status |
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subtle | true |
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colour | Blue |
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title | HTML |
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ColumnsThe following columns are provided. LegendInbound TotalCriteria Used | Description |
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COUNT( stats.ID ) a.bOutbound = 0 | Total number of inbound calls to the service number(s) associated with the selected billing number(s). |
Inbound ACDCriteria Used | Description |
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COUNT( stats.ID ) a.bOutbound = 0 AND acdb.ID IS NOT NULL | Total number of inbound calls to the service number(s) associated with the selected billing number(s) and which were routed to an ACD group. |
Inbound AnsweredCriteria Used | Description |
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COUNT( stats.ID ) a.bOutbound = 0 acdb.dtAgentConnect IS NOT NULL | Total number of inbound calls to the service number(s) associated with the selected billing number(s) and which were successfully connected to an agent. |
EmailsCriteria Used | Description |
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COUNT( * ) AcdEventTypesID = 5 AND ( AcdGroupsID IN ( SELECT ID FROM JTELWeb.AcdGroups WHERE ClientsID = _ClientsID ) ) ); | Total number of emails sent by agents logged in ACD groups of the current client. |
Voice Mail + CallbacksCriteria Used | Description |
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COUNT( * ) acdb.dtAgentConnect IS NOT NULL | Total number of inbound calls to the service number(s) associated with the selected billing number(s) and which ended with a callback or voicemail booked. |
Inbound LostThis column is the result of the following calculation: |
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Inbound ACD - Inbound Answered - (Voice Mail + Callbacks) |
External DestinationCriteria Used | Description |
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COUNT( stats.ID ) b.CNumbersID IS NOT NULL | Total number of calls which were transferred to an external destination. |
Availability DirectThis column is the result of the following calculation: |
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Inbound Answered * 100 / Inbound ACD |
Availability incl. CB/VMThis column is the result of the following calculation: |
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Inbound Answered * 100 / (Inbound ACD + (Voice Mail + Callbacks)) |
Table of Contents |
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maxLevel | 2 |
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outline | true |
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type | flat |
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