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DescriptionThis report indicates how many inbound calls were routed through the selected ACD groups and how many time each selected transaction code was set in a particular time slice. This report can display up to 20 transaction codes while ACD Transaction Code Report 3 displays up to 7 transaction codes. 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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ColumnLegendCalls Offered during Opening HoursCallsTotal Criteria Used | Description |
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a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 | Total number of calls routed to the selected ACD group(s) during the opening hours and within a particular time slice. |
Calls Answered by AgentCallsAnswered Criteria Used | Description |
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a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 AND acdb.dtAgentConnect IS NOT NULL | Total number of calls routed to the selected ACD group(s) during the opening hours, within a particular time slice and were successfully connected to the destination. |
Short Hangups < 5 SecondsCallsShortHangup Criteria Used | Description |
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a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 AND acdb.dtGroupEnd - acdb.dtQueueStart <= 5 | Total number of calls routed to the selected ACD group(s) during the opening hours, within a particular time slice and were hungup within the first 5 seconds in the queue. |
Average Talk TimeCriteria Used | Description |
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sum(acdb.dtGroupEnd - acdb.dtAgentConnect) / CallsTotal AND a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 | The total talk time duration divided by the total number of calls offered during the opening hours. |
AvailabilityFormula Used | Description |
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CallsAnswered / CallsTotal | The ratio between the calls answered by agent and the total number of calls offered within the opening time. |
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