Table of Contents |
---|
maxLevel | 2 |
---|
outline | true |
---|
type | flat |
---|
|
DescriptionThis report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen. Data is grouped per selected IVR statistics markers then per granularity and not presented individually per IVR statistics marker or per service number. This report is optimised for the following output formats: Status |
---|
subtle | true |
---|
colour | Red |
---|
title | PDF |
---|
|
Status |
---|
subtle | true |
---|
colour | Blue |
---|
title | HTML |
---|
|
ColumnsThe following columns are provided. LegendCallsAcdGetIvrStatisticsMarkers_CountCalls Criteria Used | Description |
---|
COUNT( a.ID ) | Total number of inbound and outbound calls made in the ACD system via the selected service number(s) within a particular time stampslice. |
ConnectedAcdGetIvrStatisticsMarkers_CountCallsAgents Criteria Used | Description |
---|
COUNT( DISTINCT( a.ID ) ) acdb.dtAgentConnect IS NOT NULL | Total number of inbound and outbound calls made in the ACD system via the selected service number(s) within a particular time stamp slice and which were successfully connected to the destination. |
PercentThis column is calculated as follows: |
---|
Connected * 100 / Calls |
Call MarkerAcdGetIvrStatisticsMarkers_Count Criteria Used | Description |
---|
COUNT( ivr.ID ) | Total number of inbound and outbound calls made in the ACD system via the selected service number(s) within a particular time stampslice. |
PercentThis column is calculated as follows: |
---|
Call Marker * 100 / Calls |
0 - 9AcdGetIvrStatisticsMarkers_RatingValue Criteria Used | Description |
---|
COUNT( ivr.ID ) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID>
| Total number of inbound and outbound calls made via the selected service number(s) within a particular time slice and which went through a statistics marker of type <IvrStatisticsMarkersID>. Where <IvrStatisticsMarkersID> is 0, 1, ..., or 9. |
MinimumAcdGetIvrStatisticsMarkers_RatingMin Criteria Used | Description |
---|
MIN( ivr.Rating) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID>
| Minimum number of inbound and outbound calls made via the selected service number(s) within a particular time slice and which went through a statistics marker of type <IvrStatisticsMarkersID>. Where <IvrStatisticsMarkersID> is 0, 1, ..., or 9. |
MaximumAcdGetIvrStatisticsMarkers_RatingMax Criteria Used | Description |
---|
MAX( ivr.Rating) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID>
| Maximum number of inbound and outbound calls made via the selected service number(s) within a particular time slice and which went through a statistics marker of type <IvrStatisticsMarkersID>. Where <IvrStatisticsMarkersID> is 0, 1, ..., or 9. |
TotalAcdGetIvrStatisticsMarkers_RatingTotal Criteria Used | Description |
---|
SUM( ivr.Rating) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID>
| Total number of inbound and outbound calls made via the selected service number(s) within a particular time slice and which went through a statistics marker of type <IvrStatisticsMarkersID>. Where <IvrStatisticsMarkersID> is 0, 1, ..., or 9. |
AverageThis column is calculated as follows: |
---|
Total * 100 / Call Marker |
Table of Contents |
---|
maxLevel | 2 |
---|
outline | true |
---|
type | flat |
---|
|
|