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Supervisor - Header Settings

VariableValue
$SERVICE_LEVEL_SECONDS

$STATISTICS_FROM_HOUR

$STATISTICS_FROM_MINUTE

$SHORT_HANGUP_SECONDS

$SERVICE_QUOTA_PERCENT

Daily Statistics - ACD Group (AcdStatisticsPartB)

ValueComment
SourceAcdStatisticsPartB (Cache)
Query
DataCache_AcdGroups_TodaysAcdStatisticsPartB.sql
RestrictionFor the current ACD group, only completed calls.
MeaningClosed calls for the respective ACD group.

Supervisor - Today's Statistics - ACD Group

IFNULL( MAX(  IFNULL( nOverflowLevelIndicator, 0 ) 
     ), 0 ) AS OverflowLevelIndicator

Calls which overflowed from these groups to others groups of the extended group search.

Overflow In

OverflowCallsInFromOtherGroup

Calls which overflowed from groups of the extended group search to these groups column "Overflow In".Outgoing calls - initiated by a click to dial - from this ACD groupOutbound Click To Dial"httpsAND

AND AcdGroupEndReasonsID IN ( 200, 205, 207 )

See also Value Reference - AcdGroupEndReasons

All Calls, which:

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”

    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"IFNULL( SUM( CASE
           WHEN THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayOverflowQueueTimeoutCallsThe number of calls which were connected to the Last Agent. column “Last Agent”.

    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 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”AND = 4AND ( dtGroupEnd - dtQueueStart ) <= SHORT_HANGUP_SECONDSNumber 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 “Hangups Queue”AND AcdGroupEndReasonsID 4

    AND ( dtGroupEnd - dtQueueStart ) > SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

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

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) > SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

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

    IF service parameter ACD.Wallboard.ServiceLevelCalculation = 0 THEN

    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NOT NULL AND ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400 <= AcdGroups.ServiceLevelSeconds THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayInServiceLevelCalls

    ServiceLevelPercent = TodayInServiceLevelCalls * 100 /  TodayGroupCalls

    IF System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 THEN
      IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NOT NULL AND ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtQueueStart ) ) * 86400 <= AcdGroups.ServiceLevelSeconds THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayInServiceLevelCalls2

    ServiceLevelPercent2 = TodayInServiceLevelCalls2 * 100 /  (TodayGroupCalls - TodayNonQueueCalls - TodayShortHangupCalls)

    IF service parameter ACD.Wallboard.ServiceLevelCalculation = 0 THEN

    AvailabilityPercent = TodayAgentCalls * 100 /  TodayGroupCalls

    IF System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 THEN

    AvailabilityPercent2 = TodayAgentCalls * 100 /  (TodayGroupCalls - TodayNonQueueCalls - TodayShortHangupCalls)

    IFNULL( SUM( ( SELECT  CASE   
             WHEN dtAgentConnect IS NOT NULL THEN ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtCallStart ) ) * 86400
             ELSE 0
            END
          FROM StatisticsPartA
          WHERE AcdStatisticsPartB.StatisticsPartAID = StatisticsPartA.ID 
      ) ), 0 ) AS TodayTotalWaitingTime

    WaitingTimeTotalAvg = TodayTotalWaitingTime / TodayAgentCalls


    Caption

    Meaning

    Meaning Totals

    		Criteria Used
    1Group Name


    2Group Number


    3

    Waiting Time Max.

    TodayWaitingTimeMax

    Maximum Waiting Time for completed calls, from the perspective of the ACD Group. That means only the waiting time in the respective ACD group is considered.

    The waiting time is measured before the entry in the ACD group until:

    • Connection to an agent, if connected
    • otherwise until the execution of the first group rule (for example the recording of Voice Mail)
    • otherwise until the exit of the ACD Group (Call End or Overflow)

    The maximum value of the column “Waiting Time Max”.

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    IFNULL( MAX( CASE
           WHEN dtAgentConnect IS NOT NULL THEN ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400
           WHEN dtGroupActionStart IS NOT NULL THEN ( JULIANDAY( dtGroupActionStart ) - JULIANDAY( dtGroupStart ) ) * 86400
           WHEN dtGroupEnd IS NOT NULL THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
           ELSE 0
          END
         ), 0 ) AS TodayWaitingTimeMax

    24

    Waiting Time Ø

    Average waiting time for closed calls. The calculation is carried out analogously to the maximum waiting time.

    The sum of the total waiting time for all displayed ACD groups divided by the sum “total calls”.

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    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NOT NULL THEN ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400
           WHEN dtGroupActionStart IS NOT NULL THEN ( JULIANDAY( dtGroupActionStart ) - JULIANDAY( dtGroupStart ) ) * 86400
           WHEN dtGroupEnd IS NOT NULL THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
           ELSE 0
          END
         ), 0 ) AS TodayWaitingTime


    Waiting Time Ø = TodayWaitingTime / TodayGroupCalls

    35

    Duration (All) Max.

    TodayGroupCallsTimeMax

    The maximum retention time in the ACD Group for all calls, measured from the time of the entrance in the ACD group until the exit of the ACD group (independent of the reason).

    The maximum value of the column “Duration (All) Max”.

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    IFNULL( MAX( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
         ), 0 ) AS TodayGroupCallsTimeMax

    46

    Duration (All) Ø


    The average retention time in the ACD Group for all calls. The calculation is carried out analogously to the Duration (All) Max.

    Sum of all times of the calls today divided by the number of calls today.

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    IFNULL( SUM( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
         ), 0 ) AS TodayGroupCallsTime


    Duration (All) Ø = TodayGroupCallsTime / TodayGroupCalls

    5

    Calls Total

    TodayGroupCalls

    Number of all received calls in this ACD group with regard to the group entrance (if a call enters the ACD group by several forwarding or overflows, it will be calculated several times).

    The sum of the calls for all displayed ACD groups.

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    6

    Calls Control

    The number Control is the sum of the columns:

    • Calls-Agents
    • Calls - Busy
    • Hangup Announcement- Total
    • Short Hangups- Total
    • Hangup Queue- Total
    • Overflow - Queue Timeout
    • Calls - Other

    and serves for control of the number “Calls - Total”.

    If the system works correctly, the numbers “Calls - Control” and “Calls - Total” are equal.

    The calculated sum of the total row of the columns:

    • Calls-Agents
    • Calls - Busy
    • Hangup Announcement- Total
    • Short Hangups- Total
    • Hangup Queue- Total
    • Overflow - Queue Timeout
    • Calls - Other

    and serves for control of the number “Calls - Total”.

    If the system works correctly the sum “Calls - Control” is equal to the sum “Calls - Total”.

    ( TodayAgentCalls

    +TodayDroppedByACDBusyCalls

    +TodayHangupAnnouncementCalls

    +TodayShortHangupCalls

    +TodayHangupQueueCalls

    +TodayOverflowQueueTimeoutCalls

    +TodayOtherCalls )

    7

    Duration (Agents) max.

    TodayDurationAgentCallsMax

    Maximum call length of the agent calls without Whisper Transfer Time (only for connected calls)

    		Maximum value of the column "Duration (Agents) max."

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( MAX( CASE
           WHEN ( CONNRES = 1 ) AND ( bTransferExternalNumber = 0 ) AND ( dtCallConnect IS NOT NULL ) AND ( dtCallEnd IS NOT NULL ) THEN 
            CASE
             WHEN ( dtWhisperEnd IS NOT NULL ) THEN ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtWhisperEnd ) ) * 86400
             ELSE ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtCallConnect ) ) * 86400
            END
           ELSE 0
          END
         ), 0 ) AS TodayDurationAgentCallsMax

    See also Value Reference - CONNRES

    8

    Duration (Agents) Ø


    		Average call length of the agent calls without Whisper Transfer Time  (only for connected calls)The total time of the agent calls for the displayed groups divided by the sum "Calls - Agents".

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN ( CONNRES = 1 ) AND ( bTransferExternalNumber = 0 ) AND ( dtCallConnect IS NOT NULL ) AND ( dtCallEnd IS NOT NULL ) THEN 
            CASE
             WHEN ( dtWhisperEnd IS NOT NULL ) THEN ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtWhisperEnd ) ) * 86400
             ELSE ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtCallConnect ) ) * 86400
            END
           ELSE 0
         

    		7

    Overflow Level

    OverflowLevelIndicator

    		8

    Overflow Out

    OverflowCallsOutToOtherGroup

    		The sum of the column "Overflow Out".

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    IFNULL( SUM( CASE
           WHEN (
             ( ExtendedGroupSearchAcdGroupsID IS NOT NULL )
             AND
             ( ExtendedGroupSearchAcdGroupsID NOT IN ( $ACDGROUPSIDS ) )
           ) THEN 1
           ELSE 0
          END
         ), 0 ) AS OverflowCallsOutToOtherGroupTodayDurationAgentCalls

    See also Value Reference - CONNRES


    Duration (Agents) Ø = TodayDurationAgentCalls / TodayAgentCalls

    9

    Calls Total

    TodayGroupCalls

    Number of all received calls in this ACD group with regard to the group entrance (if a call enters the ACD group by several forwarding or overflows, it will be calculated several times).

    The sum of the

    calls for all displayed ACD groups.

    Include+
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    COUNT( AcdStatisticsPartB.ID )

    ExtendedGroupSearchAcdGroupsID IN ( $ACDGROUPSIDS )

    AND AcdGroupsID NOT IN ( $ACDGROUPSIDS )

    AND dtGroupEnd IS NOT NULL 

    		10

    Calls Agents

    TodayAgentCalls

    Calls which entered the ACD group and were connected to an agent (after whisper).

    The sum of the column “ Calls Agents”.

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    ASUM( CASE
           WHEN dtAgentConnect IS NOT NULL THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayAgentCalls

    11

    Unanswered Calls

    		Calls which entered the ACD group but were not connected to the agent.The sum of the column "Unanswered Calls"

    Unanswered Calls = TodayGroupCalls - TodayAgentCalls

    12

    Rejected Calls

    TodayRejectCalls

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

    		The sum of the column "Calls Rejected"

    acdb.AcdGroupsID IN ( $ACDGROUPSIDS )

    AND a.bOutbound = 0

    AND a.CauseCodesID = 17

    a.dtCallConnect IS NULL

    13

    Outbound Total

    TodayOutboundTotalCalls

    		Outgoing calls - initiated by a dialer or a click to dial - from this ACD group.The sum of the column "Outbound Total"

    acdb.dtGroupEnd IS NOT NULL

    AND acdb.bOutbound = 1

    14

    Outbound Campaign

    TodayOutboundCampaignCalls

    		Outgoing calls - initiated by a dialer - from this ACD group.The sum of the column "Outbound Campaign"

    acdb.dtGroupEnd IS NOT NULL

    AND acdb.bOutbound = 1

    AND a.DiallerCampaignsID IS NOT NULL 

    10

    Calls Control

    The number Control is the sum of the columns:

    • Calls-Agents
    • Calls - Busy
    • Hangup Announcement- Total
    • Short Hangups- Total
    • Hangup Queue- Total
    • Overflow - Queue Timeout
    • Calls - Other

    and serves for control of the number “Calls - Total”.

    If the system works correctly, the numbers “Calls - Control” and “Calls - Total” are equal.

    The calculated sum of the total row of the columns:

    • Calls-Agents
    • Calls - Busy
    • Hangup Announcement- Total
    • Short Hangups- Total
    • Hangup Queue- Total
    • Overflow - Queue Timeout
    • Calls - Other

    and serves for control of the number “Calls - Total”.

    If the system works correctly the sum “Calls - Control” is equal to the sum “Calls - Total”.

    ( TodayAgentCalls

    +TodayDroppedByACDBusyCalls

    +TodayHangupAnnouncementCalls

    +TodayShortHangupCalls

    +TodayHangupQueueCalls

    +TodayOverflowQueueTimeoutCalls

    +TodayOtherCalls )

    11

    Overflow Level

    OverflowLevelIndicator




    IFNULL( MAX(  IFNULL( nOverflowLevelIndicator, 0 ) 
         ), 0 ) AS OverflowLevelIndicator

    12

    Overflow Out

    OverflowCallsOutToOtherGroup

    Calls which overflowed from these groups to others groups of the extended group search

    		15

    Outbound Click To Dial

    TodayOutboundClickToDialCalls

    .


    		The sum of the column "

    acdb.dtGroupEnd IS NOT NULL

    AND acdb.bOutbound = 1

    AND a.DiallerCampaignsID IS NULL

    		Overflow Out".

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    IFNULL( SUM( CASE
           WHEN (
             ( ExtendedGroupSearchAcdGroupsID IS NOT NULL )
             AND
             ( ExtendedGroupSearchAcdGroupsID NOT IN ( $ACDGROUPSIDS ) )
           ) THEN 1
           ELSE 0
          END
         ), 0 ) AS OverflowCallsOutToOtherGroup

    13

    Overflow In

    OverflowCallsInFromOtherGroup

    Calls which overflowed from groups of the extended group search to these groups.


    		The sum of the column "Overflow In".

    COUNT( AcdStatisticsPartB.ID )

    ExtendedGroupSearchAcdGroupsID IN ( $ACDGROUPSIDS )

    AND AcdGroupsID NOT IN ( $ACDGROUPSIDS )

    AND dtGroupEnd IS NOT NULL 

    14

    Calls Agents

    TodayAgentCalls

    Calls which entered the ACD group and were connected to an agent (after whisper).

    The sum of the column “ Calls Agents”.

    Include+
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    		16

    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”.

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    ASUM( CASE
           WHEN dtAgentConnect IS NOT NULL

    THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayAgentCalls

    15

    Unanswered Calls

    		Calls which entered the ACD group but 17

    Calls - Other

    TodayOtherCalls

    		 were not connected to the agent.The sum of the column "Unanswered Calls"

    Unanswered Calls = TodayGroupCalls - TodayAgentCalls

    16

    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”

    .

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    AND dtAgentConnect IS NULLAND AcdGroupEndReasonsID NOT IN (1, 2, 3, 4)

    AND AcdGroupEndReasonsID NOT IN ( 106, 206)AnD AcdGroupEndReasonsID NOT IN ( 200, 205, 207 )

    See also Value Reference - AcdGroupEndReasons

    		18

    Overflow Queue Timeout

    TodayOverflowQueueTimeoutCalls

    17

    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”

    .

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    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID NOT IN (1, 2, 3, 4)

    AND AcdGroupEndReasonsID NOT IN (106, 206)

    AnD AcdGroupEndReasonsID NOT IN (200, 205, 207)

    See also Value Reference - AcdGroupEndReasons

    18

    Rejected Calls

    TodayRejectCalls

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

    		19

    Last-Agent

    TodayLastAgentCalls

    		The sum of the column "Calls Rejected"

    acdb.AcdGroupsID IN ( $ACDGROUPSIDS )

    AND a.bOutbound = 0

    AND a.CauseCodesID = 17

    a.dtCallConnect IS NULL

    19

    Outbound Total

    TodayOutboundTotalCalls

    		Outgoing calls - initiated by a dialer or a click to dial - from this ACD group.The sum of the column "Outbound Total"

    acdb.dtGroupEnd IS NOT NULL

    AND acdb.bOutbound = 1

    20

    Agent Calls (↑•↓)

    TodaySuccessfulAgentCalls

    The number of calls to agents

    Note - in this column also forwarding to agents are counted. This number can exceed the number of agent calls in the section "calls".

    		The sum of the column "Agent Calls (↑•↓)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL(

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    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NOT NULL AND bLastAgentConnect = 1 THEN 1
    ( CONNRES = 1 )
             AND
             ELSE  ( bTransferExternalNumber = 0 )
            END AND 
             ), 0 ) AS TodayLastAgentCalls

    20

    Last-Agent %

    LastAgentPercent

    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.

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    LastAgentPercent = TodayLastAgentCalls * 100 / TodayAgentCalls

    21

    Hangup Announcement

    TodayHangupAnnouncementCalls

    ( dtCallConnect IS NOT NULL )
             AND 
             ( dtCallEnd IS NOT NULL )
             THEN 1
           ELSE 0
          END
         ), 0 ) AS TodaySuccessfulAgentCalls

    See also Value Reference - CONNRES

    21

    Agent Calls (↑)

    TodaySuccessfulAgentCallsUpSkill

    The number of calls to agents, who have a higher skill level than configured in the ACD due to a skill correction (Agent Status)

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    		The sum of the column "Agent Calls (↑)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN ( CONNRES = 1 ) 
             AND
             ( bTransferExternalNumber = 0 )
             AND 
             ( dtCallConnect IS NOT NULL )
             AND 
             ( dtCallEnd IS NOT NULL )
             AND
             ( nSkillAfterCorrection > nSkillReal )
             THEN 1
           ELSE 0
          END
         ), 0 ) AS TodaySuccessfulAgentCallsUpSkill

    See also Value Reference - CONNRES

    22

    Agent Calls (•)

    TodaySuccessfulAgentCallsSameSkill

    The number of calls to agents, who don't have a skill correction by Agent Status.

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    		The sum of the column "Agent Calls (•)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN ( CONNRES = 1 ) 
             AND
             ( bTransferExternalNumber = 0 )
             AND 
             ( dtCallConnect IS NOT NULL )
             AND 
             ( dtCallEnd IS NOT NULL )
             AND
             ( nSkillAfterCorrection = nSkillReal )
             THEN 1
           ELSE 0
          END
         ), 0 ) AS TodaySuccessfulAgentCallsSameSkill

    See also Value Reference - CONNRES

    23

    Agent Calls (↓)

    TodaySuccessfulAgentCallsDownSkill

    The numer of calls to agents, who have a lower skill level than configured in the ACD due to a skill correction (Agent Status).

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    		The sum of the column "Agent Calls (↓)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN ( CONNRES = 1 ) 
             AND
             ( bTransferExternalNumber = 0 )
             AND 
             ( dtCallConnect IS NOT NULL )
             AND 
             ( dtCallEnd IS NOT NULL )
             AND
             ( nSkillAfterCorrection < nSkillReal )
             THEN 1
           ELSE 0
          END
         ), 0 ) AS TodaySuccessfulAgentCallsDownSkill

    See also Value Reference - CONNRES

    24

    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"

    The sum of the column “Hangup Announcement”.

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    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID in (1, 2, 3)

    See also Value Reference - AcdGroupEndReasons

    22

    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”.

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    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID in (1, 2, 3)

    See also Value Reference - AcdGroupEndReasons

    23

    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”.

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    AND  dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) <= SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

    24

    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.

    .

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    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID

    IN ( 106, 206 ) THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayOverflowQueueTimeoutCalls

    See also Value Reference - AcdGroupEndReasons

    25

    Hangups Queue

    TodayHangupQueueCalls

    Last-Agent

    TodayLastAgentCalls

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

    The sum of

    column

    “Last Agent”.

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    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NOT NULL

    AND

    bLastAgentConnect =

    		26

    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.

    1 THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayLastAgentCalls

    26

    Last-Agent %

    LastAgentPercent

    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.

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    LastAgentPercent = TodayLastAgentCalls * 100 / TodayAgentCalls

    27

    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”

    		27

    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”.

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    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) > SHORT_HANGUP_SECONDS

    in (1, 2, 3)

    See also Value See also Value Reference - AcdGroupEndReasons

    28

    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”.

    Include+

    The sum of the column “Hangups”.

    HangupsTotal = TodayHangupAnnouncementCalls +TodayHangupQueueCalls

    +TodayShortHangupCalls

    		29

    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”.

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    AND AcdOverflowGroupsID <> AcdStatisticsPartB.AcdGroupsID

    30

    VoiceMails

    TodayVoiceMailCalls

    		Voicemails leaved by calls which wen through this group.The sum of the column “Voicemails”.

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    AND dtAgentConnect IS NULL

    AND (AcdGroupActionTypesID = 3 OR AcdGroupActionTypesID = 10)

    AND bCallbackVoiceMailBooked = 1

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID in (1, 2, 3)

    See also Value Reference - AcdGroupEndReasons

    29

    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

    		31

    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”“Hangup Announcement”.

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    AND AND  dtAgentConnect IS NULL

    AND (AcdGroupActionTypesID = 8 OR AcdGroupActionTypesID = 11)

    AND bCallbackVoiceMailBooked = 1

    32

    Service Level (s)

    ServiceLevelSeconds

    Service level seconds set in the ACD Group.

    His column doesn’t have a sum.

    AcdGroups.ServiceLevelSeconds

    AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) <= SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

    30

    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”.

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    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) <= SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

    31

    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”.

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    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) > SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

    32

    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.”

    		33

    In Service

    ServiceLevelPercent

    ServiceLevelPercent1

    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)

    Include+
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    		0A2A8004017279244CDC653A0E6EDE5234

    Availability

    AvailabilityPercent

    AvailabilityPercent2

    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)
    35

    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.

    ( ( TodayInServiceLevelCalls OR TodayInServiceLevelCalls2 ) / TodayGroupCalls  )*100

    0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) > SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

    33

    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”.

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    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) > SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

    34

    Hangups

    HangupsTotal

    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”.

    HangupsTotal = TodayHangupAnnouncementCalls +TodayHangupQueueCalls

    +TodayShortHangupCalls

    35

    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”.

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    AND AcdOverflowGroupsID <> AcdStatisticsPartB.AcdGroupsID

    36

    Enquiry Calls

    TodayEnquiryCalls

    		The number of enquiry calls (conversations in which the agent spoke to a target but did not forward).The sum of the column "Enquiry Calls"

    IFNULL( SUM( CASE
           WHEN ( dtEnquiryStart IS NOT NULL ) AND ( dtEnquiryEnd IS NOT NULL ) THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayEnquiryCalls

    37

    Handling Time Ø

    TodayHandlingTimeAgentCalls

    		Average time taken by the agent to handle the call from the connection to his line to the end of the call inclusive the duration of the processing time after the call end.The sum of "Handling Time" divided by "Agent Calls"

    dtCallConnect IS NOT NULL

    AND dtCallEnd IS NOT NULL

    AND bTransferExternalNumber = 0

    ( dtCallEnd - dtCallConnect + PostCallInterval)

    38

    Service Level (s)

    ServiceLevelSeconds

    Service level seconds set in the ACD Group.

    		36

    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.

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    MAX( dtAgentConnect - dtGroupStart )

    		37

    Ø Waiting Time 

    WaitingTimeTotalAvg

    		The amount of time calls which entered this acd group wait until a successful connected to the destination.The sum of the column "Ø Total Waiting Time"
    38

    Calls Not In Stand. Service Times

    TodayNotInStandardServiceTimesCalls

    		Calls which entered this group outside of the standard service times.The sum of the column "Calls Not In Stand. Service Times"

    dtGroupEnd IS NOT NULL

    AND bCallInStandardServiceTimes = 0

    Today's Statistics - Agent Calls (StatisticsPartB)

    ValueComment
    Source
    AcdStatisticsPartB, StatisticsPartB (CACHE)
    Query
    DataCache_AcdGroups_TodaysStatisticsPartB.sql
    RestrictionFor the displayed ACD group, only completed calls.
    MeaningCompleted agent calls assigned to the respective ACD group

    AcdGroups.ServiceLevelSeconds

    39

    In Service

    ServiceLevelPercent

    ServiceLevelPercent1

    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)

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    IF service parameter ACD.Wallboard.ServiceLevelCalculation = 0 THEN

    Supervisor - Today's Statistics - Agent Calls

    CaptionMeaningMeaning TotalsCriteria Used

    Agent Calls (↑)

    TodaySuccessfulAgentCallsUpSkill

    The number of calls to agents, who have a higher skill level than configured in the ACD due to a skill correction (Agent Status)

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    The sum of the column "Agent Calls (↑)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN

    ( CONNRES = 1 ) 
             AND
             ( bTransferExternalNumber = 0 )
             AND 
             ( dtCallConnect

    dtAgentConnect IS NOT NULL

    )
             AND 
             ( dtCallEnd IS NOT NULL )
             AND
             ( nSkillAfterCorrection > nSkillReal )
             THEN

    AND ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400 <= AcdGroups.ServiceLevelSeconds THEN 1
           ELSE 0
          END
         ), 0 ) AS

    TodaySuccessfulAgentCallsUpSkill

    See also Value Reference - CONNRES

    TodayInServiceLevelCalls

    ServiceLevelPercent = TodayInServiceLevelCalls * 100 /  TodayGroupCalls


    IF System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 THEN
     

    Agent Calls (↓)

    TodaySuccessfulAgentCallsDownSkill

    The numer of calls to agents, who have a lower skill level than configured in the ACD due to a skill correction (Agent Status).

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    The sum of the column "Agent Calls (↓)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN

    ( CONNRES = 1 ) 

    dtAgentConnect IS NOT NULL AND ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtQueueStart ) ) * 86400 <= AcdGroups.ServiceLevelSeconds THEN 1
           ELSE 0
     

     AND

        END
         

    ( bTransferExternalNumber =

    ), 0 )


             AND 
             ( dtCallConnect IS NOT NULL )
             AND 
             ( dtCallEnd IS NOT NULL )
             AND
             ( nSkillAfterCorrection < nSkillReal )
             THEN 1
           ELSE 0
          END
         ), 0 ) AS TodaySuccessfulAgentCallsDownSkill

    AS TodayInServiceLevelCalls2


    ServiceLevelPercent2 = TodayInServiceLevelCalls2 * 100 /  (TodayGroupCalls - TodayNonQueueCalls - TodayShortHangupCalls)

    40

    Availability

    AvailabilityPercent

    AvailabilityPercent2

    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)

    IF service parameter ACD.Wallboard.ServiceLevelCalculation = 0 THEN

    AvailabilityPercent = TodayAgentCalls * 100 /  TodayGroupCalls


    IF System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 THEN

    AvailabilityPercent2 = TodayAgentCalls * 100 /  (TodayGroupCalls - TodayNonQueueCalls - TodayShortHangupCalls)





    41

    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.

    ( ( TodayInServiceLevelCalls OR TodayInServiceLevelCalls2 ) / TodayGroupCalls  )*100

    42

    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.

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    MAX( dtAgentConnect - dtGroupStart )

    43

    Calls Not In Stand. Service Times

    TodayNotInStandardServiceTimesCalls

    		Calls which entered this group outside of the standard service times.The sum of the column "Calls Not In Stand. Service Times"

    dtGroupEnd IS NOT NULL

    AND bCallInStandardServiceTimes = 0

    44

    PBX Outbound Calls

    TodayPBXClick2DialCalls

    Outbound Calls made from PBX to external destinations

    Sum of the column "PBX Outbound Calls"

    bOutbound = 1

    AND bExternal = 1

    AND nConnSeconds IS NOT NULL 

    45

    PBX Outbound Total Time

    TodayPBXClick2DialCallsTotalConnctionTime

    Duration of Outbound Calls made from PBX to external destinations

    Sum of the column "PBX Outbound Total Time"

    bOutbound = 1

    AND bExternal = 1

    AND nConnSeconds IS NOT NULL

    46

    PBX Outbound Ø Time




    		TodayPBXClick2DialCallsTotalConnctionTime / TodayPBXClick2DialCalls
    47

    Service Service Skill 1 Agents Logged In 




    48

    Service Skill 1 Agents Free




    49

    Service Service Skill 2 Agents Logged In




    50

    Service Skill 2 Agents Free




    51

    Service Service Skill 3 Agents Logged In




    52

    Service Skill 3 Agents Free




    53

    Ø Waiting Time 

    WaitingTimeTotalAvg

    		The amount of time calls which entered this acd group wait until a successful connected to the destination.The sum of the column "Ø Total Waiting Time"

    IFNULL( SUM( ( SELECT  CASE   
             WHEN dtAgentConnect IS NOT NULL THEN ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtCallStart

    See also Value Reference - CONNRES

    Agent Calls (•)

    TodaySuccessfulAgentCallsSameSkill

    The number of calls to agents, who don't have a skill correction by Agent Status.

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    The sum of the column "Agent Calls (•)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN ( CONNRES = 1 ) 
             AND
             ( bTransferExternalNumber = 0 )
             AND 
             ( dtCallConnect IS NOT NULL )
             AND 
             ( dtCallEnd IS NOT NULL )
             AND
             ( nSkillAfterCorrection = nSkillReal )
             THEN 1
           ELSE 0
          END
         ), 0 ) AS TodaySuccessfulAgentCallsSameSkill

    See also Value Reference - CONNRES

    Agent Calls (↑•↓)

    TodaySuccessfulAgentCalls

    The number of calls to agents

    Note - in this column also forwarding to agents are counted. This number can exceed the number of agent calls in the section "calls".

    The sum of the column "Agent Calls (↑•↓)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN ( CONNRES = 1 )
             AND
             ( bTransferExternalNumber = 0 )
             AND 
             ( dtCallConnect IS NOT NULL )
             AND 
             ( dtCallEnd IS NOT NULL )
             THEN 1
           ELSE 0
          END
         ), 0 ) AS TodaySuccessfulAgentCalls

    See also Value Reference - CONNRES

    Duration (Agents) Ø

    Average call length of the agent calls without Whisper Transfer Time  (only for connected calls)The total time of the agent calls for the displayed groups divided by the sum "Calls - Agents".

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN ( CONNRES = 1 ) AND ( bTransferExternalNumber = 0 ) AND ( dtCallConnect IS NOT NULL ) AND ( dtCallEnd IS NOT NULL ) THEN 
            CASE
             WHEN ( dtWhisperEnd IS NOT NULL ) THEN ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtWhisperEnd ) ) * 86400
             ELSE ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtCallConnect ) ) * 86400
            END
           ELSE 0
          END
         ), 0 ) AS TodayDurationAgentCalls

    See also Value Reference - CONNRES

    Duration (Agents) Ø = TodayDurationAgentCalls / TodayAgentCalls

    Duration (Agents) max.

    TodayDurationAgentCallsMax

    Maximum call length of the agent calls without Whisper Transfer Time (only for connected calls)

    Maximum value of the column "Duration (Agents) max."

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( MAX( CASE
           WHEN ( CONNRES = 1 ) AND ( bTransferExternalNumber = 0 ) AND ( dtCallConnect IS NOT NULL ) AND ( dtCallEnd IS NOT NULL ) THEN 
            CASE
             WHEN ( dtWhisperEnd IS NOT NULL ) THEN ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtWhisperEnd ) ) * 86400
             ELSE ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtCallConnect

    ) ) * 86400
           

    END

     ELSE 0
           

     ELSE 0

    END
         

    END

    FROM StatisticsPartA
          WHERE AcdStatisticsPartB.StatisticsPartAID = StatisticsPartA.ID 
      ) ), 0 ) AS

    TodayDurationAgentCallsMax

    See also Value Reference - CONNRES

    Post Call Time Ø

    TodayPostCallInterval

    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.

    The sum of the processing time for all agent calls divided by the sum "Calls-Agents"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    AND PostCallInterval IS NOT NULL

    Enquiry Calls

    TodayEnquiryCalls

    TodayTotalWaitingTime


    WaitingTimeTotalAvg = TodayTotalWaitingTime / TodayAgentCalls


    Today's Statistics - Agent Calls (StatisticsPartB)

    ValueComment
    Source
    AcdStatisticsPartB, StatisticsPartB (CACHE)
    Query
    DataCache_AcdGroups_TodaysStatisticsPartB.sql
    RestrictionFor the displayed ACD group, only completed calls.
    MeaningCompleted agent calls assigned to the respective ACD group

    Supervisor - Today's Statistics - Agent Calls

    CaptionMeaningMeaning TotalsCriteria Used




































    Supervisor - Today's Statistics - PBX Calls (StatisticsPartTI )

    ValueComment
    Source
    StatisticsPartTI (CACHE)
    Query
    DataCache_PBX_TodaysStatisticsPartTI.sql
    RestrictionFor the TK Users
    MeaningOutbound Calls from PBX to external destinations



    Caption

    Meaning

    Meaning Totals

    		Criteria Used
    1

    Outbound Campaign

    TodayOutboundCampaignCalls

    		Outgoing calls - initiated by a dialer - from this ACD group
    The number of enquiry calls (conversations in which the agent spoke to a target but did not forward)
    .The sum of the column "
    Enquiry Calls"

    IFNULL( SUM( CASE
           WHEN ( dtEnquiryStart IS NOT NULL ) AND ( dtEnquiryEnd IS NOT NULL ) THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayEnquiryCalls

    Outbound Campaign"

    acdb.dtGroupEnd IS NOT NULL

    AND acdb.bOutbound = 1

    AND a.DiallerCampaignsID IS NOT NULL 

    2

    Outbound Click To Dial

    TodayOutboundClickToDialCalls

    		Outgoing calls - initiated by a click to dial - from this ACD group

    Handling Time Ø

    TodayHandlingTimeAgentCalls

    Average time taken by the agent to handle the call from the connection to his line to the end of the call inclusive the duration of the processing time after the call end
    .The sum of
    "Handling Time" divided by "Agent Calls"dtCallConnect
    the column "Outbound Click To Dial"

    acdb.dtGroupEnd IS NOT NULL

    AND dtCallEnd IS NOT NULL

    AND bTransferExternalNumber = 0

    ( dtCallEnd - dtCallConnect + PostCallInterval)

    Supervisor - Today's Statistics - PBX Calls (StatisticsPartTI )

    AND acdb.bOutbound = 1

    AND a.DiallerCampaignsID IS NULL


    VoiceMails

    TodayVoiceMailCalls

    		Voicemails leaved by calls which wen through this group.The sum of the column “Voicemails”.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND (AcdGroupActionTypesID = 3 OR AcdGroupActionTypesID = 10)

    AND bCallbackVoiceMailBooked = 1


    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”.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND (AcdGroupActionTypesID = 8 OR AcdGroupActionTypesID = 11)

    AND bCallbackVoiceMailBooked = 1


    Post Call Time Ø

    TodayPostCallInterval

    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.

    		The sum of the processing time for all agent calls divided by the sum "Calls-Agents"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    AND PostCallInterval

    ValueCommentSource
    StatisticsPartTI (CACHE)
    Query
    DataCache_PBX_TodaysStatisticsPartTI.sql
    RestrictionFor the TK UsersMeaningOutbound Calls from PBX to external destinations

    bOutbound = 1

    AND bExternal = 1

    AND nConnSeconds

    Caption

    Meaning

    Meaning Totals

    		Criteria Used
    1

    PBX Outbound Calls

    (TodayPBXClick2DialCalls)

    Outbound Calls made from PBX to external destinations

    Sum of the column "PBX Outbound Calls"

    bOutbound = 1

    AND bExternal = 1

    AND nConnSeconds IS NOT NULL 

    2

    PBX Outbound Total Time

    (TodayPBXClick2DialCallsTotalConnctionTime)

    Duration of Outbound Calls made from PBX to external destinations

    Sum of the column "PBX Outbound Total Time"

    IS NOT NULL


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