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Sv translation
languageen

Table of Contents
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Description

This report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen. Data is aggregated over the selected service numbers, and not presented individually per service number.

Status
subtletrue
colourYellow
titleCaution
:This report is designed to be viewed by the operation manager in question, so aggregated data should be viewed with caution.

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)

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
AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin)login

Calls - Total Calls

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Calls - Maximum Parallel Calls

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scrollEditorDisplayTitleA - AcdGetParallelCallsMax_ServiceNumbers
scrollPageId2D881E6B01787E42BE6A30730C5F262E

Calls - ACD Post Calls

https://wiki.jtel.de/display/JPW/A+-+AcdGetPostCallCount_ServiceNumbers
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spaceKeyJPW
scrollEditorDisplayTitleA - AcdGetPostCallCount_ServiceNumbers
scrollPageId2D881E6B01787E44DF0EED2B0DAD57EC

In Service - Quantity

https://wiki.jtel.de/display/JPW/A+-+AcdGetInServiceCalls_ServiceNumbers
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scrollEditorUrl
spaceKeyJPW
scrollEditorDisplayTitleA - AcdGetInServiceCalls_ServiceNumbers
scrollPageId2D881E6B01787E59D4CAB55E00EFD45C

In Service - % Percentage

Formula UsedDescription
InServiceCalls * 100 / (InserviceCalls + NotInserviceCalls)Percentage of calls processed within the specified service time seconds

Not In Service - Quantity

https://wiki.jtel.de/display/JPW/A+-+AcdGetNotInServiceCalls_ServiceNumbers
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scrollEditorDisplayTitle
spaceKeyJPW
A - AcdGetNotInServiceCalls_ServiceNumbersscrollPageId2D881E6B01787E5ABD62576223DE24D3

Not In Service - % Percentage

Formula UsedDescription
NotInserviceCalls * 100 / (InserviceCalls + NotInserviceCalls)Percentage of calls processed outside the specified service time seconds

Hungup <= - Quantity

https://wiki.jtel.de/display/JPW/A+-+AcdGetInTimeHangupCalls_ServiceNumbers
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scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleA - AcdGetInTimeHangupCalls_ServiceNumbers
scrollPageId2D881E6B01787E5E30C4FEED663FC41D

Hungup <= - % Percentage

Formula UsedDescription
Hungup <= * 100 / (Hungup <= + Hungup >)Percentage of calls terminated within the specified hang up time

Hungup > - Quantity

https://wiki.jtel.de/display/JPW/A+-+AcdGetNotInTimeHangupCalls_ServiceNumbers
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scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleA - AcdGetNotInTimeHangupCalls_ServiceNumbers
scrollPageId2D881E6B01787E60881E606C20EF116F

Hungup > - % Percentage

Formula UsedDescription
Hungup > * 100 / (Hungup <= + Hungup >)Percentage of calls terminated outside the specified hang up time

Ringing Incoming Time - Total Duration 

https://wiki.jtel.de/display/JPW/A+-+AcdGetRingingIncomingDuration_ServiceNumbers
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spaceKeyJPWscrollEditorDisplayTitleA - AcdGetRingingIncomingDuration_ServiceNumbers
scrollPageId2D881E6B01787E61B2E521C970C903FE

Ringing Incoming Time - Ø Duration 

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spaceKeyJPW
scrollEditorDisplayTitleA - AcdGetRingingIncomingDurationAvg_ServiceNumbers
scrollPageId2D881E6B01787E6327EBDA000C4C75A1

Ringing Agent Time - Total Duration

https://wiki.jtel.de/display/JPW/A+-AcdGetRingingAgentDurationAvg_ServiceNumbers
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scrollEditorUrl
spaceKeyJPW
scrollEditorDisplayTitleA -AcdGetRingingAgentDurationAvg_ServiceNumbers
scrollPageId2D881E6B01787E65A6946A9212DC7B47

Ringing Agent Time - Ø Duration 

https://wiki.jtel.de/display/JPW/A+-+AcdGetCalls_ServiceNumbers
Include+
scrollEditorUrl
spaceKeyJPW
scrollEditorDisplayTitleA - AcdGetCalls_ServiceNumbers
scrollPageId2D881E6B01787E4188AA635A6E3ABB15

Total Agents - Quantity

https://wiki.jtel.de/display/JPW/A+-+AcdGetTotalAgents_ServiceNumbers
Include+
scrollEditorUrl
spaceKeyJPW
scrollEditorDisplayTitleA - AcdGetTotalAgents_ServiceNumbers
scrollPageId2D881E6B01787E67B334657F2B046610

Total VoiceMail - Quantity

https://wiki.jtel.de/display/JPW/A+-+AcdGetVoiceMailCalls_ServiceNumbers
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spaceKeyJPW
scrollEditorDisplayTitleA - AcdGetVoiceMailCalls_ServiceNumbers
scrollPageId2D881E6B01787E6B5B7515023A8C695D

Number Call Backs - Quantity

https://wiki.jtel.de/display/JPW/A+-+AcdGetCallBackCalls_ServiceNumbers
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scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleA - AcdGetCallBackCalls_ServiceNumbers
scrollPageId2D881E6B01787E69958EB2C6067CA666

Hangups before Queue - Quantity

https://wiki.jtel.de/display/JPW/A+-+AcdGetHangupsBeforeQueue_ServiceNumbers
Include+
scrollEditorUrl
scrollEditorDisplayTitle
spaceKeyJPW
A - AcdGetHangupsBeforeQueue_ServiceNumbersscrollPageId2D881E6B01787E6CD6024CCA476F2FFF

Hangups Queue - Quantity

https://wiki.jtel.de/display/JPW/A+-+AcdGetHangupsQueue_ServiceNumbers
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scrollEditorDisplayTitle
spaceKeyJPW
A - AcdGetHangupsQueue_ServiceNumbersscrollPageId2D881E6B01787E6DE32A4F72766D3673

Not Offered Calls - Quantity

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spaceKeyJPWscrollEditorDisplayTitleA - AcdGetTotalOtherCalls_ServiceNumbers
scrollPageId2D881E6B01787E6ED83FB0C74A7385E4

Table of Contents
maxLevel2
outlinetrue
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Sv translation
languagefr

Table of Contents
maxLevel2
outlinetrue
typeflat

Description

Ce rapport contient des données agrégées pour les appels entrants et sortants vers les numéros de service sélectionnés sur la période et la granularité choisies. Les données sont agrégées sur les numéros de service sélectionnés et ne sont pas présentées individuellement par numéro de service.

Status
subtletrue
colourYellow
titleAttention
:Ce rapport est conçu pour être consulté par le responsable de l'opération en question, les données agrégées doivent donc être considérées avec prudence.

Calcul du niveau de service

Le calcul du niveau de service dans ce rapport prend en compte:

  • Appels auxquels les agents ont répondu dans un délai de "ServiceLevelSeconds" mesuré à partir du moment où l'appel est entré dans les numéros de service.

  • Tous les appels qui ont été proposés aux numéros de service

Exemple d'exécution (entrée) → Exemple de rapport (sortie)

Ce rapport est optimisé pour les formats de sortie suivants : 

Status
subtletrue
colourRed
titlePDF
Status
subtletrue
colourBlue
titleHTML

Colonnes

Les colonnes suivantes sont fournies.

Légende

Tableau

Alias

StatisticsPartA (Voir aussi Tableau de référence - StatisticsPartA (A) )

a

AcdStatisticsPartB (Voir aussi Tableau de référence - AcdStatisticsPartB (AcdB) )

acdb

StatisticsPartB (Voir aussi Tableau de référence - StatisticsPartB (B) )b
AcdStatisticsLogin (Voir aussi Tableau de référence - AcdStatisticsLogin)connexion

Appels - Total des appels

https://wiki.jtel.de/display/JPW/A+-+AcdGetCalls_ServiceNumbers
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Appels - Appels parallèles maximum

https://wiki.jtel.de/display/JPW/A+-+AcdGetParallelCallsMax_ServiceNumbers
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spaceKeyJPW
scrollEditorDisplayTitleA - AcdGetParallelCallsMax_ServiceNumbers
scrollPageId2D881E6B01787E42BE6A30730C5F262E

Appels - Après Appels ACD

https://wiki.jtel.de/display/JPW/A+-+AcdGetPostCallCount_ServiceNumbers
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spaceKeyJPW
scrollEditorDisplayTitleA - AcdGetPostCallCount_ServiceNumbers
scrollPageId2D881E6B01787E44DF0EED2B0DAD57EC

En service - Quantité

https://wiki.jtel.de/display/JPW/A+-+AcdGetInServiceCalls_ServiceNumbers
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spaceKeyJPW
scrollEditorDisplayTitleA - AcdGetInServiceCalls_ServiceNumbers
scrollPageId2D881E6B01787E59D4CAB55E00EFD45C

En service - % Pourcentage

Formule utiliséeDescription
InServiceCalls * 100 / (InserviceCalls + NotInserviceCalls)Pourcentage d'appels traités dans les secondes de temps de service spécifiées

Hors service - Quantité

https://wiki.jtel.de/display/JPW/A+-+AcdGetNotInServiceCalls_ServiceNumbers
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scrollEditorDisplayTitle
spaceKeyJPW
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Hors service - % Pourcentage

Formule utiliséeDescription
NotInserviceCalls * 100 / (InserviceCalls + NotInserviceCalls)Pourcentage d'appels traités en dehors du temps de service spécifié secondes

Raccrochage <= - Quantité

https://wiki.jtel.de/display/JPW/A+-+AcdGetInTimeHangupCalls_ServiceNumbers
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spaceKeyJPWscrollEditorDisplayTitleA - AcdGetInTimeHangupCalls_ServiceNumbers
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Raccrochage <= - % Pourcentage

Formule utiliséeDescription
Raccrochage <= * 100 / (Raccrochage <= + Raccrochage >)Pourcentage d'appels terminés dans le délai de raccrochage spécifié

Hungup > - Quantité

https://wiki.jtel.de/display/JPW/A+-+AcdGetNotInTimeHangupCalls_ServiceNumbers
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spaceKeyJPWscrollEditorDisplayTitleA - AcdGetNotInTimeHangupCalls_ServiceNumbers
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Raccrochage > - % Pourcentage

Formule utiliséeDescription
Raccrochage > * 100 / (Raccrochage <= + Raccrochage >)Pourcentage d'appels terminés en dehors du temps de raccrochage spécifié

Durée de la sonnerie entrante - Durée totale 

https://wiki.jtel.de/display/JPW/A+-+AcdGetRingingIncomingDuration_ServiceNumbers
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scrollPageId2D881E6B01787E61B2E521C970C903FE

Durée de la sonnerie entrante - Ø Durée 

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Temps Sonnerie de Agent - Durée totale

https://wiki.jtel.de/display/JPW/A+-AcdGetRingingAgentDurationAvg_ServiceNumbers
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Temps Sonnerie Agent - Ø Durée 

https://wiki.jtel.de/display/JPW/A+-+AcdGetCalls_ServiceNumbers
Include+
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spaceKeyJPW
scrollEditorDisplayTitleA - AcdGetCalls_ServiceNumbers
scrollPageId2D881E6B01787E4188AA635A6E3ABB15

Total agents - Quantité

https://wiki.jtel.de/display/JPW/A+-+AcdGetTotalAgents_ServiceNumbers
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scrollEditorDisplayTitleA - AcdGetTotalAgents_ServiceNumbers
scrollPageId2D881E6B01787E67B334657F2B046610

Total Boîte vocale - Quantité

https://wiki.jtel.de/display/JPW/A+-+AcdGetVoiceMailCalls_ServiceNumbers
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Nombre de rappels - Quantité

https://wiki.jtel.de/display/JPW/A+-+AcdGetCallBackCalls_ServiceNumbers
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Raccrochages avant File d'attente - Quantité

https://wiki.jtel.de/display/JPW/A+-+AcdGetHangupsBeforeQueue_ServiceNumbers
Include+
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scrollEditorDisplayTitle
spaceKeyJPW
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Raccrochages File d'attente - Quantité

https://wiki.jtel.de/display/JPW/A+-+AcdGetHangupsQueue_ServiceNumbers
Include+
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spaceKeyJPW
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Appels non offerts - Quantité

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Table of Contents
maxLevel2
outlinetrue
typeflat