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maxLevel | 2 |
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outline | true |
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type | flat |
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DescriptionThis report contains aggregated data for inbound calls to the selected service numbers over the time period and granularity chosen. Data is presented individually grouped per granularity then per service number. Service Level CalculationThe service level calculation in this report considers: This report is optimised for the following output formats: Status |
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subtle | true |
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colour | Red |
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title | PDF |
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Status |
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subtle | true |
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colour | Blue |
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title | HTML |
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ColumnsThe following columns are provided. LegendNumber Offered Include Page |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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Number Answered Include Page |
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| B - AcdGetAgentCalls_ServiceNumbers |
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| B - AcdGetAgentCalls_ServiceNumbers |
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Answered in Service Calls Include Page |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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Answered not in Service CallsThis column is the result of the following calculation: |
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Number Answered - Answered in Service Calls |
Hungup <= Group_CallerHangupCallsTotal Include Page |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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Lost CallsThis column is the result of the following calculation: |
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Number Offered - Number Answered - Hungup <= |
Quote AccessibilityThis column is the result of the following calculation: |
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Number Answered * 100 / Number Offered |
Quote HangupsThis column is the result of the following calculation: |
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Hungup <= * 100 / Number Offered |
Quote Lost CallsThis column is the result of the following calculation: |
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Lost Calls * 100 / Group_OfferedCalls |
Service LevelThis column is the result of the following calculation: |
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Answered in Service Calls / Number Offered |
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maxLevel | 2 |
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outline | true |
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type | flat |
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