DescriptionThis report shows individual inbound calls (ACD-A-002) and outbound calls (only in ACD-A-002-02) in ACD groups organized by service number. You can see to which agents calls were routed. The connection times are shown. ColumnsThe following columns are provided. Legend
Name | Description | Criteria Used |
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Date | The date the call was initiated | a.dtCallStart |
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Service Number | Platform Destination (B Number) |
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Call Start | The time the call was started | a.dtCallStart |
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Call End | The time the call was ended | a.dtCallEnd |
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Type | Status |
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| colour | Blue |
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| title | ACD-A-002-02 only |
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| Inbound or Outbound | a.bOutbound == 1 → Outbound Call otherwise Inbound |
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Caller | Telephone number of the caller(A Number) |
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ACD Group Name | Name of the group |
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Group Start | The time the call entered the ACD group | acdb.dtGroupStart |
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Group End | The time the call quit the ACD group | IF ( b.dtCallEnd ='00-00-00 00:00:00', NULL, b.dtCallEnd ) |
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Connected | The time when the agent answered the call | acdb.dtAgentConnect |
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Duration | Total duration of the call | StatisticsPartA.dtCallEnd - StatisticsPartA.dtCallStart |
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Agent | The name of the agent followed by the agent number in brackets |
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Duration | The connection time with the agent | IF ( b.dtCallConnect IS NOT NULL, (StatisticsPartB.dtCallEnd - StatisticsPartB.dtCallConnect, ), NULL ) |
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