Rejected Calls

TodayRejectCalls

Calls which entered the ACD group but were not connected to the agent because he was busy  (Cause for code 17),

acdb.AcdGroupsID IN ( $ACDGROUPSIDS )

AND a.bOutbound = 0

AND a.CauseCodesID = 17

a.dtCallConnect IS NULL

Outbound Campaign

TodayOutboundCampaignCalls

acdb.dtGroupEnd IS NOT NULL

AND acdb.bOutbound = 1

AND a.DiallerCampaignsID IS NOT NULL 

Outbound Click To Dial

TodayOutboundClickToDialCalls

acdb.dtGroupEnd IS NOT NULL

AND acdb.bOutbound = 1

AND a.DiallerCampaignsID IS NULL

Calls - Busy

TodayDroppedByACDBusyCalls

Calls which entered the ACD group but did not reach the queue because either:

the ACD queue was full (Cause for group end 205),

no agents were logged-in (Cause for group end 207),

or an error occurred (200)

and the system hung up, because no rule was defined.

The sum of the column “ Calls Busy”.

Calls - Other

TodayOtherCalls

All Calls, which:

• were not connected to an agent (Column “Calls-Agents")
• didn’t hang up before entering the queue (column "Hangup Announcement", "Short Hangups", "Hangups Queue")
• did not end in a timeout in the queue (Column “Overflow Queue Timeout”)
• did not receive a “busy” from the ACD (column “Calls - Busy”)

The sum of the column “Calls - Other”.

Overflow Queue Timeout

TodayOverflowQueueTimeoutCalls

The number of calls which left the ACD

• after Timeout with Rule (106),
• after Timeout without Rule (206, System Hangup)

The sum of the column "Overflow Queue Timeout".

Last-Agent

TodayLastAgentCalls

The number of calls which were connected to the Last Agent.

The sum of column “Last Agent”.

Last-Agent %

As percentage the relation between the column “Last Agent” and “Calls Agents”.

Over all displayed groups the percentage of the calls, which were connected to the Last Agent with the Last Agent algorithm as relation to the number of Agent Calls.

Hangup Announcement

TodayHangupAnnouncementCalls

The number of calls which hung up

• in the Announcement 1 or Tarif Prompt (Cause for Group end 1),
• In the Routing Application (Cause for Group end 2),
• In the Announcement 2 or Call Recording Announcement: (Cause for Group end 3)

The sum of the column “Hangup Announcement”.

Hangup Announcement Ø

TodayHangupAnnouncementCallsTime

The average duration of the calls, measured from the group entry until the hangup (Group end), which

• in the Announcement 1 or Tarif Prompt (Cause for Group end 1),
• In the Routing Application (Cause for Group end 2),
• In the Announcement 2 or Call Recording Announcement: (Cause for Group end 3)

hung up.

The sum of the call duration for all calls which interrupted the prompt divided by the sum of “Hangup Announcement”.

Short Hangups

TodayShortHangupCalls

Number of callers, who hung up in the ACD Queue (Cause for Group end 4), but were in the queue for less than the set Short Hangups time.

The sum of the column “Hangup Announcement”.

Short Hangups Ø

TodayShortHangupCallsTime

Average time in the ACD group measured from the group entry to the hang up (Group end), for callers who hung up in the ACD queue (Cause for group end 4), but were in the queue for less than or equal the set Short Hangups time.

The sum of the call duration in the ACD group, for all calls hung up in the queue <= Short Hangups divided by the sum of the column “Short Hangups”.

Hangups Queue

TodayHangupQueueCalls

Number of callers, who hung up in the ACD Queue (Cause for Group end 4), but were in the queue longer than the set Short Hangups time.

The sum of the column “Hangups Queue”.

Hangups Queue max.

TodayHangupQueueCallsTimeMax

Maximum time in the ADC group, measured from the group entry to the hang up (Group end), for callers who hung up in the queue after the set Short Hangups time.

The maximum value of the column “Hangups Queue - max.”

Hangups Queue Ø

Average time in the ADC group, measured from the group entry to the hang up (Group end), for callers who hung up in the queue after the set Short Hangups time.

The sum of the call duration in the ACD group, for all calls hung up in the queue > Short Hangups divided by the sum of the column “Hangup Queue - Total”.

Hangups

The sum of ("Supervisor - Daily Statistics - Hang up Announcement") + ("Supervisor - Daily Statistics - Hangups Queue") + ("Supervisor - Daily Statistics - Short Hangups")

The sum of the column “Hangups”.

Transferred

TodayTransferGroupCalls

Transferred calls from/to this group.

Since this can happen several times during a call, this number can exceed the total number of calls.

The sum of the column “Transferred”.

VoiceMails

TodayVoiceMailCalls

Callbacks

TodayCallBackCalls

The number of callbacks (calls in which the agent talked to a destination but did not forward the call).

The sum of the column “Callbacks”.

Service Level (s)

ServiceLevelSeconds

Service level seconds set in the ACD Group.

His column doesn’t have a sum.

In Service

• TodayInServiceLevelCalls
• TodayInServiceLevelCalls2

If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

• With regard to the service level seconds set in the ACD the percentage of calls is determined, which were connnected successfully to an agent within the Service Level time measured from the entry in the ACD Group.

If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

• Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” (with usage of the setting “Service Level (s)” of the ACD group) and the number of calls in all displayed ACD Groups, which:
  • entered the queue (didn’t hang up during the voice prompt).
  • > Short Hangups time in the queue (no short hangups)

If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

• Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” per group (with usage of the setting “Service Level (s)” of the ACD group) and the number of calls in all displayed ACD Groups.

If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

• Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” (with usage of the setting “Service Level - Service Level (s)” of the ACD group) and the number of calls in all displayed ACD Groups, which:
  • entered the queue (didn’t hang up during the voice prompt).
  • > Short Hangups time in the queue (no short hangups)

Availability

If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

• The Column “Calls-Agents” as percentage of “Calls Total”.

If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

• Indicated as percentage, the relation between the number “Calls - Agents” and the number of calls in the ACD Group, which
  • entered the queue (didn’t hang up during the voice prompt).
  • > Short Hangups time in the queue (no short hangups)

If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

• Indicated as percentage, the relation between the sum “Calls-Agents” and the sum “Calls Total”.

If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

• Indicated as percentage, the relation between the sum “Calls-Agents” and the number of calls in all displayed ACD groups, which
  • entered the queue (didn’t hang up during the voice prompt).
  • > Short Hangups time in the queue (no short hangups)

Answered in s X

With regard to the Servicelevel set in Header the percentage of calls is determined, which were connnected successfully to an agent within the Service Level time measured from the entry in the ACD Group.

Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” per group (with usage of the setting Servicelevel in the header) and the total number of calls in all displayed ACD Groups.

Y% answered in (s)

TodayVariableServiceQuotaCalls

The maximum response time (difference between the connection with the agent and entry into the ACD group) for the first $SERVICE_QUOTA_PERCENT of answered calls (sorted by answering time ascending).

Note: If you set as Service Quota for example 80%, and you have one answered and one not answered call in the ACD group, a dash will appear, because not 80% of the calls were answered!

His column doesn’t have a sum.

Ø Waiting Time 

TodayTotalWaitingTime

Calls Not In Stand. Service Times

TodayNotInStandardServiceTimesCalls

dtGroupEnd IS NOT NULL

AND bCallInStandardServiceTimes = 0

Per call the post call time is measured

• Whisper Time
• Call Time
• Post Call Interval

This time summed for all calls and divided by the number of successful agent calls. This results in the average processing time.

dtCallConnect IS NOT NULL

AND dtCallEnd IS NOT NULL

AND bTransferExternalNumber = 0

( dtCallEnd - dtCallConnect + PostCallInterval)