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DescriptionThis report contains inbound calls cumulated per time slice over selected groups and service numbers within a particular time slice. 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. LegendCounter - Received| Include Page |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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Counter - Taken | Formula | Description |
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| (Calls Taken directly) + ( Calls Taken indirectly) | All inbound calls which entered an ACD group and service number within a particular time slice and which were connected to an agent. |
Counter - Taken directly| Include Page |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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Counter - Taken indirectly| Include Page |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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Counter - Aborted| Include Page |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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Counter - Transferred| Include Page |
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| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
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| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
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Percent - Service Level| Formula | Description |
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| CallsInService * 100 / CallsOfferredWithoutShortHangups | The ratio between calls taken directly and calls offered without short hangups. |
Percent - Efficiency| Formula | Description |
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| CallsTaken * 100 / CallsOfferredWithoutShortHangups | The percentage between calls taken and calls offered without short hangups. |
Percent - Aborted| Formula | Description |
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| CallsBroken * 100 / CallsOfferred | The percentage between calls broken and calls offered. |
Duration - Longest Time in queue| Include Page |
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| AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
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| AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
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Duration - Longest Time waiting until abort| Include Page |
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| AcdB - AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
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| AcdB - AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
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Duration - Call| Include Page |
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| AcdB - AcdGetCallDuration_GroupServiceNumber |
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| AcdB - AcdGetCallDuration_GroupServiceNumber |
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Duration - Post Call| Include Page |
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| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
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| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
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Average Duration - Answer Time| Formula | Description |
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| AnswerTimeTotal / AnswerTimeCalls | The total answer time duration divide by the number of calls answered. |
Average Duration - Call Time| Formula | Description |
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| DurationTimeCall / CallsOfferred | The total call time duration divided by the number of calls offered. |
Average Duration - Post Call| Formula | Description |
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| DurationPostCall / CallsOfferred | The total post call time duration divided by the the number of calls offered. |
Average Duration - Total Handling TimeThe average between this KPI and the total number of calls taken. | Include Page |
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| AcdB - AcdGetDurationEdit_GroupServiceNumber |
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| AcdB - AcdGetDurationEdit_GroupServiceNumber |
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