AcdStatisticsPartB, StatisticsPartB (CACHE)

DataCache_AcdGroups_TodaysStatisticsPartB.sql

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”.

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”.

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”.

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.

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

Duration (Agents) Ø = TodayDurationAgentCalls / TodayAgentCalls

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.

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”.

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

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

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

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

The sum of the column “ Calls Agents”.

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”.

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”.

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

acdb.dtGroupEnd IS NOT NULL

AND acdb.bOutbound = 1

AS TodayOutboundTotalCalls

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 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 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 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 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 number of calls which were connected to the Last Agent.

The sum of column “Last Agent”.

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

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

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”.

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”.

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”.

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”.

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”.

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.”

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”.

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

The sum of the column “Hangups”.

Transferred 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”.

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

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 seconds set in the ACD Group.

His column doesn’t have a sum.

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

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

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)

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.

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.

dtGroupEnd IS NOT NULL

AND bCallInStandardServiceTimes = 0

AS TodayNotInStandardServiceTimesCalls

Outbound Calls made from PBX to external destinations

Sum of the column "PBX Outbound Calls"

Duration of Outbound Calls made from PBX to external destinations

Sum of the column "PBX Outbound Total Time"

The number of agents logged into the ACD group in any status with any value of skill 1, at the time the call entered the ACD group.

The number of available agents with skill 1 (any value):

• Logged into the ACD group

• For calls

• Not with the mandatory transaction code popup still showing

• Not in pause

• Telephone is free

• Not in manual post call

at the time the call entered the ACD group. Note, this could include agents who are in automatic post call.

The number of available agents with skill 2 (any value):

• Logged into the ACD group

• For calls

• Not with the mandatory transaction code popup still showing

• Not in pause

• Telephone is free

• Not in manual post call

at the time the call entered the ACD group. Note, this could include agents who are in automatic post call.

The number of available agents with skill 3 (any value):

• Logged into the ACD group

• For calls

• Not with the mandatory transaction code popup still showing

• Not in pause

• Telephone is free

• Not in manual post call

at the time the call entered the ACD group. Note, this could include agents who are in automatic post call.

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.