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Variants

This report is available in two variants.

VariantFrom ReleaseAdditions
ACD-001All Releases

ACD-001-02


Status
colourGreen
title3.30

Additional columns:

  • Total Calls Serviced
  • Total Calls Serviced %
  • Hangups %

Description

The incoming calls report consists of two sections. The first section lists all calls received in ACD groups including calls forwarded from one group to another.

In the second area, an event is documented if:

  1. the accepting agent either
    1. forwards the call to another agent
    2. forwards the call to an external number
    3. forwards the call to a synonym
  2. or the conversation through a rule:
    1. ends in a callback request
    2. ends with the recording of a voicemail
    3. is forwarded to an external number

Sample Execution (Input) → Sample Report (Output)

Column

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

Columns of the first area

NameValue
ACD GroupName of the group followed by the group number in brackets
Entry

If this is the original conversation:

  • Service number with optional service number Name in brackets

If it is a call that was forwarded from another group:

  • Group name followed by the group number in brackets of the group from which the call was forwarded
Rule

If it is not the original call, the following values can be present here:

  • "Agent": The call was forwarded by an agent
  • Name of a rule: The call was forwarded based on the group rule displayed here
SRN (Origin)

Service number with optional service number Name in brackets of the original call

Columns of the second area (overflow)

Name Value

ACD Group


  • Name of an agent followed by the agent number in brackets if the call was forwarded by another agent
  • Phone number if the call was forwarded to an external number by another agent or a group rule
  • Name of a synonym, if the call was forwarded to a synonym by another agent
  • Name of an ACD group followed by the group number in brackets if, due to a group rule, the call ends in a callback request or with the recording of a voicemail
Entry

Group name followed by the group number in brackets of the group from which the call was forwarded

Rule

The following values can be present here:

  • "Agent": The call was forwarded by an agent
  • Name of a rule: The call was forwarded based on the group rule displayed here
SRN (Origin)See first table

Calls - Offered

Include Page
AcdB - AcdGetGroupCalls_GroupServiceNumber
AcdB - AcdGetGroupCalls_GroupServiceNumber

Calls - In Service

Include Page
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber

Calls - Not In Service

Include Page
AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber

Calls - Serviced

Criteria Used

Report Variant

Description

"Calls - In Service" + "Calls - Not In Service"

Status
colourGreen
titleACD-001-02

The total number of inbound calls which were serviced within a particular time slice.

Calls - Serviced %

Criteria Used

Report Variant

Description

( "Calls - In Service" + "Calls - Not In Service" ) / ( "Calls - Offered" )

Status
colourGreen
titleACD-001-02

The percentage of offered calls which were serviced within the time slice.

Calls - Hungup <=

Include Page
AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber

Calls - Hungup >

Include Page
AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber

Calls - Hungup %

Criteria Used

Report Variant

Description

( "Calls - Hungup <=" + "Calls - Hungup >" ) / ( "Calls - Offered" )

Status
colourGreen
titleACD-001-02

The percentage of offered calls which hungup within the time slice.

Calls - Error

Include Page
AcdB - AcdGetErrorHangupCallsByGroupEndReason_GroupServiceNumber
AcdB - AcdGetErrorHangupCallsByGroupEndReason_GroupServiceNumber

Queue - Closed

Include Page
AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber

Queue - Full

Include Page
AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber

Queue - Timeout

Include Page
AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber

Queue - Leave

Include Page
AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber
AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber

Queue - Busy

Include Page
AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber

Times - Ø Answer Time

This column is the result of the following calculation: Ø Answer Time = Answer Time / (In Service Calls + Not In Service Calls)

Include Page
AcdB - AcdGetAnswerDuration_GroupServiceNumber
AcdB - AcdGetAnswerDuration_GroupServiceNumber

Times - Ø Call Time

This column is the result of the following calculation: Ø Call Time = Call Time / (In Service Calls + Not In Service Calls)

Include Page
AcdB - AcdGetCallDuration_GroupServiceNumber
AcdB - AcdGetCallDuration_GroupServiceNumber

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