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Supervisor - Header Settings

Variable	Value
$SERVICE_LEVEL_SECONDS
$STATISTICS_FROM_HOUR
$STATISTICS_FROM_MINUTE
$SHORT_HANGUP_SECONDS
$SERVICE_QUOTA_PERCENT

Daily Statistics - ACD Group (AcdStatisticsPartB)

Value	Comment
Source	`AcdStatisticsPartB (Cache)`
Query	`DataCache_AcdGroups_TodaysAcdStatisticsPartB.sql`
Restriction	For the current ACD group, only completed calls.
Meaning	Closed calls for the respective ACD group.

Supervisor - Today's Statistics - Agent Calls

Value	Comment
Source	AcdStatisticsPartB, StatisticsPartB (CACHE)
Query	DataCache_AcdGroups_TodaysStatisticsPartB.sql
Restriction	For the displayed ACD group, only completed calls.
Meaning	Completed agent calls assigned to the respective ACD group

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

Value	Comment
Source	StatisticsPartTI (CACHE)
Query	DataCache_PBX_TodaysStatisticsPartTI.sql
Restriction	For the TK Users
Meaning	Outbound Calls from PBX to external destinations

Supervisor - Today's Statistics - ACD Group

Column File: AcdSupervisor.Wallboard.Statistics.#{column.name}.xhtml

Caption

Meaning

Meaning Totals

Criteria Used

Group Name

AcdGroupsName

Name of the ACD group

Group Number

AcdGroupsNumber

Number of the ACD group

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”.

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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

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”.

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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

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”.

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

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.

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

Duration (All) Ø = TodayGroupCallsTime / TodayGroupCalls

Duration (Agents) max.

DurationAgentCallsMax

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

Duration (Agents) Ø

DurationAgentCallsAvg

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

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.

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COUNT(*) AS TodayGroupCalls

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”.

CallsControl = ( TodayAgentCalls

+TodayDroppedByACDBusyCalls

+TodayHangupAnnouncementCalls

+TodayShortHangupCalls

+TodayHangupQueueCalls

+TodayOverflowQueueTimeoutCalls

+TodayOtherCalls )

Overflow Level

OverflowLevelIndicator

The maximum overflow level indicator associated with calls of this group, if it were calls which used the extended group search algorithm to find an agent, and the agent was in an extended group.

The sum of the column "Overflow Level"

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.

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 OverflowCallsOutToOtherGroup

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

Calls Agents

CallsAgents

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

Unanswered Calls

CallsUnanswered

Calls which entered the ACD group but were not connected to the agent.

The sum of the column "Unanswered Calls"

CallsUnanswered = TodayGroupCalls - TodayAgentCalls

Calls - Busy

CallsDroppedByACDBusy

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 NULL

AND AcdGroupEndReasonsID IN ( 200, 205, 207 )

AS TodayDroppedByACDBusyCalls

Calls - Other

CallsOther

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)

AS TodayOtherCalls

Rejected Calls

CallsReject

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

AS TodayRejectCalls

Outbound Total

OutboundTotal

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

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".

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

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".

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

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".

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 (↓)

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".

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

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".

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IFNULL( SUM( CASE
WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID IN ( 106, 206 ) THEN 1
ELSE 0
END
), 0 ) AS TodayOverflowQueueTimeoutCalls

Last-Agent

LastAgentCalls

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

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

Hangup Announcement

HangupAnnouncementTotal

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”.

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IFNULL( SUM( CASE
WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID IN ( 1, 2, 3 ) THEN 1
ELSE 0
END
), 0 ) AS TodayHangupAnnouncementCalls

Hangup Announcement Ø

HangupAnnouncementAvg

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”.

HangupAnnouncementAvg = TodayShortHangupCallsTime / HangupAnnouncementTotal

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IFNULL( SUM( CASE
WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 <= $SHORT_HANGUP_SECONDS ) THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
ELSE 0
END
), 0 ) AS

TodayShortHangupCallsTimeHangupAnnouncementAvg =

TodayShortHangupCallsTime

/ HangupAnnouncementTotal

Short Hangups

ShortHangupsTotal

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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IFNULL( SUM( CASE
WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 > $SHORT_HANGUP_SECONDS ) THEN 1
ELSE 0
END
), 0 ) AS TodayHangupQueueCalls

Short Hangups Ø

ShortHangupsAvg

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”.

ShortHangupsAvg = TodayShortHangupCallsTime / TodayShortHangupCalls

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AND dtAgentConnect IS NULL

AND AcdGroupEndReasonsID = 4

AND ( dtGroupEnd - dtQueueStart ) <= SHORT_HANGUP_SECONDS

AS

TodayShortHangupCallsTimeShortHangupsAvg =

TodayShortHangupCallsTime

/ TodayShortHangupCalls

Hangups Queue

HangupsQueueTotal

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

AS TodayHangupQueueCalls

Hangups Queue max.

HangupsQueueMax

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.”

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IFNULL( MAX( CASE
WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 > $SHORT_HANGUP_SECONDS ) THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
ELSE 0
END
), 0 ) AS TodayHangupQueueCallsTimeMax

Hangups Queue Ø

HangupsQueueAvg

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”.

HangupsQueueAvg = TodayHangupQueueCallsTime / TodayHangupQueueCalls

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IFNULL( SUM( CASE
WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 > $SHORT_HANGUP_SECONDS ) THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
ELSE 0
END
), 0 ) AS

TodayHangupQueueCallsTimeHangupsQueueAvg =

TodayHangupQueueCallsTime

/ TodayHangupQueueCalls

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

Transferred

TransferredNumber

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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IFNULL( SUM( CASE
WHEN AcdOverflowGroupsID <> AcdStatisticsPartB.AcdGroupsID THEN 1
ELSE 0
END
), 0 ) AS TodayTransferGroupCalls

Enquiry Calls

EnquiryCallsTotal

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

Handling Time Ø

HandlingTimeAvg

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"

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

HandlingTimeAvg = TodayHandlingTimeAgentCalls / TodayAgentCalls

Service Level (s)

ServiceLevelSeconds

Service level seconds set in the ACD Group.

His column doesn’t have a sum.

AcdGroups.ServiceLevelSeconds AS ServiceLevelSeconds

In Service

ServiceLevelInService

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

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

ServiceLevelAvailability

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)

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

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.

Include+

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MAX( dtAgentConnect - dtGroupStart )

Calls Not In Stand. Service Times

NotInStandardServiceTimesCalls

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

AS TodayNotInStandardServiceTimesCalls

PBX Outbound Calls

PBXClick2DialCallsTotal

Outbound Calls made from PBX to external destinations

Sum of the column "PBX Outbound Calls"

bIFNULL( SUM( CASE
WHEN ( ( bOutbound = 1 ) AND ( bExternal = 1) AND ( nConnSeconds IS NOT NULL ) )THEN 1
ELSE 0
END
), 0 ) AS TodayPBXClick2DialCalls

Table: StatisticsPartTI

PBX Outbound Total Time

PBXClick2DialCallsTotalConnectionTime

Duration of Outbound Calls made from PBX to external destinations

Sum of the column "PBX Outbound Total Time"

IFNULL( SUM( CASE
WHEN ( ( bOutbound = 1 ) AND ( bExternal = 1) AND ( nConnSeconds IS NOT NULL ) )THEN nConnSeconds
ELSE 0
END
), 0 ) AS TodayPBXClick2DialCallsTotalConnctionTime

Table: StatisticsPartTI

PBX Outbound Ø Time

PBXClick2DialCallsTotalConnectionTimeAvg

todaysPBXClick2DialCalls_Calculated_ConnctionTimeAvg = TodayPBXClick2DialCallsTotalConnctionTime / TodayPBXClick2DialCalls

Service Service Skill 1 Agents Logged In

Service.LoggedInAcdSkillsID1

Service Skill 1 Agents Free

Service.FreeAcdSkillsID1

Service Service Skill 2 Agents Logged In

Service.LoggedInAcdSkillsID2

Service Skill 2 Agents Free

Service.FreeAcdSkillsID2

Service Service Skill 3 Agents Logged In

Service.LoggedInAcdSkillsID3

Service Skill 3 Agents Free

Service.FreeAcdSkillsID3

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"

WaitingTimeTotalAvg = TodayTotalWaitingTime / TodayAgentCalls

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

TodayTotalWaitingTimeWaitingTimeTotalAvg =

TodayTotalWaitingTime

/ TodayAgentCalls

Action

Details:

Under Action, the details of the respective selected group are displayed.

Card:

Under this action the caller card of the respective caller is displayed.

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Old Version 85

New Version 86

Key

Supervisor - Header Settings

Daily Statistics - ACD Group (AcdStatisticsPartB)

Supervisor - Today's Statistics - Agent Calls

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

Supervisor - Today's Statistics - ACD Group

Group Name

Group Number

Waiting Time Max.

Waiting Time Ø

Duration (All) Max.

Duration (All) Ø

Duration (Agents) max.

Duration (Agents) Ø

Calls Total

Calls Control

Overflow Level

Overflow Out

Overflow In

Calls Agents

Unanswered Calls

Calls - Busy

Calls - Other

Rejected Calls

Outbound Total

Agent Calls (↑•↓)

Agent Calls (↑)

Agent Calls (•)

Agent Calls (↓)

Queue Timeout

Last-Agent

Last-Agent %

Hangup Announcement

Hangup Announcement Ø

Short Hangups

Short Hangups Ø

Hangups Queue

Hangups Queue max.

Hangups Queue Ø

Hangups

Transferred

Enquiry Calls

Handling Time Ø

Service Level (s)

In Service

Availability

Answered in s X

Y% answered in (s)

Calls Not In Stand. Service Times

PBX Outbound Calls

PBX Outbound Total Time

PBX Outbound Ø Time

Service Service Skill 1 Agents Logged In

Service Skill 1 Agents Free

Service Service Skill 2 Agents Logged In

Service Skill 2 Agents Free

Service Service Skill 3 Agents Logged In

Service Skill 3 Agents Free

Ø Waiting Time