DescriptionThis report lists information concerning the call delivery attempts of the ACD for all selected agents. 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. Legend
Name | Value | Criteria Used |
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Period |
| Time period (defined by the granularity) of the following values |
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Agent |
| The name of the agent followed by the agent number in brackets |
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Calls
| Offered | Number of call attempts to the agent. | COUNT( b.dtCallStart ) |
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Serviced | Number of calls successfully delivered to the agent and percentage of these calls concerning the total number of call attempts. | SUM( IF( b.dtCallConnect IS NOT NULL AND b.CONNRES = 1, 1, 0) ) | Busy | Number of call attempts which could not be delivered to the agent because the agent phone was busy. | SUM( IF ( b.CONNRES = 3, 1, 0 ) ) | No Answer | Number of call attempts which could not be delivered to the agent because the agent didn’t answer. | SUM( IF ( b.CONNRES = 2, 1, 0 ) ) | Rejected | Number of call attempts which could not be delivered to the agent because the agent refused the call. | SUM( IF ( b.CONNRES = 6, 1, 0 ) ) | Hungup | Number of call attempts which could not be delivered to the agent because the caller hung up in the meantime. | SUM( IF ( b.CONNRES = 4, 1, 0 ) ) | Error | Number of call attempts which could not be delivered to the agent and can not be assigned to the previous categories. | SUM( IF ( b.CONNRES NOT IN (1, 2, 3, 4, 6), 1, 0 ) | Call Time
| Total Duration | Call duration within the listed time period (Received calls) | SUM(b.dtCallEnd - IF( b.dtWhisperEnd IS NULL, b.dtCallConnect, b.dtWhisperEnd )) |
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Ø Duration | Average call duration of all calls within the time period referred to |
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See also Value Reference - CONNRES
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