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Description

This report contains aggregated data for inbound calls to the selected service numbers over the time period and granularity chosen. Data is grouped per granularity then per service number.

Service Level Calculation

The service level calculation in this report considers:

  • Calls answered by agents within "ServiceLevelSeconds" measured from the time call entered the service numbers

  • All calls which were offered to the service numbers

Sample Execution (Input) → Sample Report (Output)

This report is optimised for the following output formats: 

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Columns

The following columns are provided.

Legend

Table

Alias

StatisticsPartA (See also Table Reference - StatisticsPartA (A) )

a

AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) )

acdb

StatisticsPartB (See also Table Reference - StatisticsPartB (B) )b

Number Offered

Include Page
AcdB - AcdGetGroupCalls_GroupServiceNumber
AcdB - AcdGetGroupCalls_GroupServiceNumber

Number Answered

Include Page
B - AcdGetAgentCalls_ServiceNumbers
B - AcdGetAgentCalls_ServiceNumbers

Answered in Service Calls

Include Page
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber

Answered not in Service Calls

This column is the result of the following calculation:
Number Answered - Answered in Service Calls

Hungup <= 

Group_CallerHangupCallsTotal

Include Page
AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber
AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber

Lost Calls

This column is the result of the following calculation:
Number Offered - Number Answered - Hungup <=

Quote Accessibility

This column is the result of the following calculation:
Number Answered * 100 / Number Offered

Quote Hangups

This column is the result of the following calculation:
Hungup <= * 100 / Number Offered

Quote Lost Calls

This column is the result of the following calculation:
Lost Calls * 100 / Group_OfferedCallsNumber Offered

Service Level

This column is the result of the following calculation:
Answered in Service Calls / Number Offered


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