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maxLevel | 2 |
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outline | true |
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DescriptionThis report contains aggregated data for inbound calls to the selected ACD groups over the time period and granularity chosen. The output data are cumulated per time slice then ACD group. Status |
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subtle | true |
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colour | Yellow |
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title | Caution |
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| : if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution.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 | Green |
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title | XLS |
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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. LegendCalls - Totals Include Page |
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| AcdB - AcdGetCalls_Group |
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| AcdB - AcdGetCalls_Group |
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Calls - Answered Include Page |
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| AcdB - AcdGetAgentCalls_Group |
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| AcdB - AcdGetAgentCalls_Group |
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Calls - Out of Hours - Voice-MailCriteria Used | Description |
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acdb.bOutbound = 0 AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) ) AND ( IFNULL( acdb.AcdGroupActionTypesID, 0 ) IN ( 3, 8, 10 ) ) | Total number of inbound calls which entered the selected ACD group(s) then left with the AcdGroupEndReasonsID 100 (Group Start (Rule)), 101 (Routing-Application (Rule)) or 102 (Queue (Rule)) and the AcdGroupActionTypesID 3 (Voice-Mail), 8 (Request Callback) or 10 (Request Callback or Voice-Mail). See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes |
Calls - Out of Hours - OtherCriteria Used | Description |
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acdb.bOutbound = 0 AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) ) AND ( IFNULL( acdb.AcdGroupActionTypesID, 0 ) NOT IN ( 3, 8, 10 ) ) | Total number of inbound calls which entered the selected ACD group(s) then left with the AcdGroupEndReasonsID 100 (Group Start (Rule)), 101 (Routing-Application (Rule)) or 102 (Queue (Rule)) and none of the AcdGroupActionTypesID 3 (Voice-Mail), 8 (Request Callback) or 10 (Request Callback or Voice-Mail). See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes |
Calls - Queue Full Include Page |
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| AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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Calls - Queued - CountCriteria Used | Description |
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acdb.bOutbound = 0 AND dtQueueStart IS NOT NULL | Totals number of inbound calls which entered into the ACD group queue within a particular time slice. |
Calls - Queued - (%)Criteria Used | Description |
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CallsQueueTotal * 100 / CallsTotal | The ratio in percent between calls that entered the ACD group queue and the total offered calls. |
Calls - Relevant for SLAThis column is the result of the following calculation: |
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Calls Relevant for SLA = CallsTotal - CallsRuleBeforeQueueVoiceMail - CallsRuleBeforeQueueOthers - CallsQueueFull - CallsHangupPreQueue - CallsQueueShortHangup where CallsRuleBeforeQueueVoiceMail = This ACD group rule has taken effect before the queue entry which means the agents have no chance CallsRuleBeforeQueueOthers = This ACD group rule has taken effect before the queue entry which means the agents have no chance CallsQueueFull = Queue was full which means the agents have no chance CallsHangupPreQueue = Hang up before queue entry which means the agents have no chance CallsQueueShortHangup = Short Hangup Calls which means the agents have no chance |
SLA - Availability (%)Criteria Used | Description |
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CallsAnswered * 100 / Calls Relevant for SLA | The ratio in percent between the total calls answered and the total calls relevant for SLA. |
SLA - SLA1/2/3 x/y/z (s) - Count Include Page |
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| AcdB - AcdGetInServiceCallsByParam_Group_QueueStart |
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| AcdB - AcdGetInServiceCallsByParam_Group_QueueStart |
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SLA - SLA1/2/3 x/y/z (s) - (%)Criteria Used | Description |
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InServerCalls * 100 / CallsRelevantForSLA | The ratio in percent between the total inbound calls in service and the total inbound calls relevant for SLA. |
Queue - Hangups - Pre-QueueCriteria Used | Description |
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acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 0, 1, 2, 3 ) ) | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID - 0,
- 1 (Hangup Announcement),
- 2 (Hangup Routing-Application) or
- 3 (Hangup Announcement 2.
See also See also Value Reference - AcdGroupEndReasons |
Queue - Hangups - Short HangupsCriteria Used | Description |
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acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4 ANd acdb.dtGroupEnd - acdb.dtQueueStart <= ShortHangUpSeconds_ | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4 and before ShortHangUpSeconds_ See also See also Value Reference - AcdGroupEndReasons |
Queue - Hangups - Long HangupsCriteria Used | Description |
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acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4 ANd acdb.dtGroupEnd - acdb.dtQueueStart > ShortHangUpSeconds_ | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4 and after ShortHangUpSeconds_ See also See also Value Reference - AcdGroupEndReasons |
Queue - Hangups - QueueCriteria Used | Description |
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acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4 | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4. |
Queue - Leave Queue - Voice-Mail Include Page |
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| AcdB - AcdGetQueueLeaveVoiceMailCallsByGroupEndReason_Group |
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| AcdB - AcdGetQueueLeaveVoiceMailCallsByGroupEndReason_Group |
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Queue - Leave Queue - Other Include Page |
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| AcdB - AcdGetQueueLeaveOtherCallsByGroupEndReason_Group |
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| AcdB - AcdGetQueueLeaveOtherCallsByGroupEndReason_Group |
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Count - Agent - No Answer Include Page |
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| AcdB - AcdGetAgentNoAnsweredCalls_Group |
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| AcdB - AcdGetAgentNoAnsweredCalls_Group |
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Count - Agent - Busy Include Page |
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| AcdB - AcdGetAgentBusyCalls_Group |
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| AcdB - AcdGetAgentBusyCalls_Group |
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Ø Times - Talk TimeThe average between this KPI and the total number of inbound calls answered.. Include Page |
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| AcdB - AcdGetWaitingTimeTotalAnswered_Group |
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| AcdB - AcdGetWaitingTimeTotalAnswered_Group |
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Ø Times - Post CallThe average between this KPI and the total number of post calls. Include Page |
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| AcdB - AcdGetPostCallTotalTime_Group |
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| AcdB - AcdGetPostCallTotalTime_Group |
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Ø Times - Waiting Time AnsweredThe average between this KPI and the total number of inbound calls answered. Include Page |
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| AcdB - AcdGetWaitingTimeTotalAnswered_Group |
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| AcdB - AcdGetWaitingTimeTotalAnswered_Group |
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Ø Times - Waiting Time HangupsThe average between this KPI and the total number of calls queue long hangup. Include Page |
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| AcdB - AcdGetWaitingTimeLongHangup_Group |
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| AcdB - AcdGetWaitingTimeLongHangup_Group |
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