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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 cumulated per granularity. Service Level CalculationThe service level calculation in this report considers: This report is optimised for the following output formats: Status |
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Status |
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ColumnsThe following columns are provided. LegendCalls ended in IVR (before ACD)Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NULL | Total number of inbound calls to the selected service number(s), which ended in the IVR application. |
Calls Offered ACDCriteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL | Total number of inbound calls to the selected service number(s), which were routed to an ACD group. |
Calls Offered outside Opening HoursThis column is the result of the following calculation: |
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Calls Offered ACD - Calls Offered during Opening Hours |
Calls Offered during Opening HoursCriteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 OR acdb.bCallInStandardServiceTimes <> 0 ) | Total number of inbound calls to the selected service number(s), which were offered during opening hours. |
Calls Answered by AgentCriteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 OR acdb.bCallInStandardServiceTimes <> 0 ) AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) | Total number of inbound calls to the selected service number(s), which were successfully connected to an agent during opening hours and ended because of an AcdGroupEndReason with ID 5, 103, 104, 203 or 204. See also Value Reference - AcdGroupEndReasons |
Overflow queue (timeout and other)Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 OR acdb.bCallInStandardServiceTimes <> 0 ) AND acdb.AcdGroupEndReasonsID IN ( 106, 107, 108, 109, 206, 207, 200 ) | Total number of inbound calls to the selected service number(s), which left the ACD group during opening hours, because of an AcdGroupEndReason with ID 106, 107, 108, 109, 206, 207 or 200. See also Value Reference - AcdGroupEndReasons |
Calls which ended before entering the ACD queueCallsEndBeforeQueueOther Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 OR acdb.bCallInStandardServiceTimes <> 0 ) AND acdb.AcdGroupEndReasonsID IN ( 1, 2, 3 ) | Total number of inbound calls to the selected service number(s), which ended before entering the ACD group's queue during opening hours, because of an AcdGroupEndReason with ID 1, 2 or 3. See also Value Reference - AcdGroupEndReasons |
Calls which did not enter the queue because it was fullCriteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 OR acdb.bCallInStandardServiceTimes <> 0 ) AND acdb.AcdGroupEndReasonsID IN ( 105, 205 ) | Total number of inbound calls to the selected service number(s), which ended before entering the ACD group's queue during opening hours, because of an AcdGroupEndReason with ID 105 or 205. See also Value Reference - AcdGroupEndReasons |
Total hangups in queueCriteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 OR acdb.bCallInStandardServiceTimes <> 0 ) AND acdb.AcdGroupEndReasonsID IN ( 4 ) | Total number of inbound calls to the selected service number(s), which ended in the ACD group's queue during opening hours, because the caller hung up. See also Value Reference - AcdGroupEndReasons |
Hangups before <Short Hangups (s) > in QueueCriteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 OR acdb.bCallInStandardServiceTimes <> 0 ) AND acdb.AcdGroupEndReasonsID IN ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Short Hangups (s) | Total number of inbound calls to the selected service number(s), which ended before <Short Hangups (s)> seconds in the ACD group's queue during opening hours, because the caller hung up. See also Value Reference - AcdGroupEndReasons |
Hangups after <Hangup Threshold (s) > in QueueCriteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 OR acdb.bCallInStandardServiceTimes <> 0 ) AND acdb.AcdGroupEndReasonsID IN ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Hangup Threshold (s) | Total number of inbound calls to the selected service number(s), which ended after <Hangup Threshold e (s)> seconds in the ACD group's queue during opening hours, because the caller hungup. See also Value Reference - AcdGroupEndReasons |
Calls Answered In Service LevelCriteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 OR acdb.bCallInStandardServiceTimes <> 0 ) AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) AND ( acdb.dtAgentConnect - a.dtCallStart ) <= Service Level (s) | Total number of inbound calls to the selected service number(s), which were successfully connected to an agent before <Service Level (s)> during opening hours. See also Value Reference - AcdGroupEndReasons |
Calls Answered Out of Service LevelCriteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 OR acdb.bCallInStandardServiceTimes <> 0 ) AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) AND ( acdb.dtAgentConnect - a.dtCallStart ) > Service Level (s) AND ServiceNumbersID IS NOT NULL | Total number of inbound calls to the selected service number(s), which were successfully connected to an agent after <Service Level (s)> during opening hours. See also Value Reference - AcdGroupEndReasons |
Average Talk TimeCallsAverageTime This column is the result of the following calculation: |
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Agent Calls Time Total / Calls Answered by Agent |
Service LevelThis column is the result of the following calculation: |
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Calls Answered In Service Level * 100 / Calls Answered by Agent |
AvailabilityThis column is the result of the following calculation: |
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Calls Answered by Agent / Calls Offered during Opening Hours |
Agents (Status Calls and Automatic Post Call)Criteria Used | Description |
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IFNULL( AVG( acdb.GroupStart_LoggedInForCallsAgentCount ), 0 ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NULL | The average number of agents logged into the ACD group for calls at the time inbound calls to the selected service number(s) entered the group. See also Table Reference - AcdStatisticsPartB (AcdB) |
Agent Calls Time TotalCriteria Used | Description |
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IFNULL( SUM( acdb.dtGroupEnd - acdb.dtAgentConnect ), 0 ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 OR acdb.bCallInStandardServiceTimes <> 0 ) AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) | Total duration of inbound calls to the selected service number(s), which were successfully connected to an agent during opening hours. See also Value Reference - AcdGroupEndReasons |
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