Waiting Time Max.

WaitingTimeMax

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”.

Waiting Time Ø

WaitingTimeAvg

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”.

Duration (All) Max.

DurationAllCallsMax

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”.

Duration (All) Ø

DurationAllCallsAvg

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.

Duration (Agents) max.

DurationAgentCallsMax

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

Duration (Agents) Ø

DurationAgentCallsAvg

Duration (Agents) Ø = TodayDurationAgentCalls / TodayAgentCalls

Calls Total

CallsTotal

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.

Calls Control

CallsControl

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”.

Overflow Level

OverflowLevelIndicator

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

Overflow Out

OverflowCallsOutToOtherGroup

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.

Calls Agents

CallsAgents

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

The sum of the column “ Calls Agents”.

Unanswered Calls

CallsUnanswered

Rejected Calls

CallsReject

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

AS TodayRejectCalls

Outbound Total

OutboundTotal

acdb.dtGroupEnd IS NOT NULL

AND acdb.bOutbound = 1

AS TodayOutboundTotalCalls

Agent Calls (↑•↓)

AgentCallsSkillTotal

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".

Agent Calls (↑)

AgentCallsSkillUpSkill

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".

Agent Calls (•)

AgentCallsSkillSameSkill

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".

Agent Calls (↓)

AgentCallsSkillDownSkill

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".

Queue Timeout

OverflowQueueTimeout

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

LastAgentCalls

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

The sum of column “Last Agent”.

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.

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”.

Enquiry Calls

TodayEnquiryCallsEnquiryCallsTotal

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

Handling Time Ø

TodayHandlingTimeAgentCallsHandlingTimeAvg

IFNULL( SUM( CASE
       WHEN ( dtCallConnect IS NOT NULL AND dtCallEnd ) AND ( dtCallEnd IS NOT NULL AND bTransferExternalNumber ) AND ( bTransferExternalNumber = 0 ) THEN ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtCallConnect ) ) * 86400 + IFNULL( PostCallInterval, 0 )
       ELSE 0
      END
     ), 0 ) AS TodayHandlingTimeAgentCalls

HandlingTimeAvg = TodayHandlingTimeAgentCalls / TodayAgentCalls

In Service

ServiceLevelPercent

ServiceLevelPercent1ServiceLevelInService

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)

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)

Availability

AvailabilityPercent

AvailabilityPercent2ServiceLevelAvailability

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)

Calls Not In Stand. Service Times

NotInStandardServiceTimesCalls

dtGroupEnd IS NOT NULL

AND bCallInStandardServiceTimes = 0

AS TodayNotInStandardServiceTimesCalls

Ø Waiting Time 

WaitingTimeTotalAvg