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DescriptionThis report contains aggregated data for inbound calls to the selected service numbers (ACD-S-002) and aggregated data for Inbound and outbound (ACD-S-002-02) over the time period and granularity chosen. Data is grouped per granularity then per service number. P. S. ACD-S-002-02 contains the billing number and the service number name in addition to the service number. As well as a some extra columns explained down. Service Level CalculationThe service level calculation in this report considers: ColumnsThe following columns are provided. LegendNumber Offered Include Page |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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Number Answered Include Page |
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| B - AcdGetAgentCalls_ServiceNumbers |
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| B - AcdGetAgentCalls_ServiceNumbers |
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Answered in Service Calls Include Page |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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Answered not in Service CallsThis column is the result of the following calculation: |
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Number Answered - Answered in Service Calls |
Hungup <= Group_CallerHangupCallsTotal Include Page |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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Lost CallsThis column is the result of the following calculation: |
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Number Offered - Number Answered - Hungup <= |
Quote AccessibilityThis column is the result of the following calculation: |
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Number Answered * 100 / Number Offered |
Quote HangupsThis column is the result of the following calculation: |
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Hungup <= * 100 / Number Offered |
Quote Lost CallsThis column is the result of the following calculation: |
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Lost Calls * 100 / Number Offered |
Service LevelThis column is the result of the following calculation: |
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Answered in Service Calls / Number Offered |
ACD-S-002-02 ColumnsTotal Calls InboundThe total number of inbound calls |
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Total Calls Inbound |
Total Calls OutboundThe total number of outbound calls |
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Total Calls Outbound |
Inbound 5 SecondsThe number of inbound calls that have dropout less than 5 seconds |
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5 seconds dropout after calling the system (regardless of whether it was hung up in the IVR or in the ACD) StatisticsPartA dtCallConnect IS NULL - TRUE IF dtCallEnd - dtCallStart <= 5 seconds dtCallConnect IS NOT NULL - TRUE IF dtCallEnd - dtCallConnect <= 5 seconds |
Answered Calls InboundThe total number of answered inbound calls |
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Answered Calls Inbound - acdb.dtAgentConnect IS NOT NULL |
Answered Calls OutboundThe total number of answered outbound calls |
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Answered Calls Outbound - acdb.dtAgentConnect IS NOT NULL |
Voicemail CallsCalls which resulted in a voicemail being left |
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acdb.AcdGroupActionTypesID = 3 |
Callback CallsCalls which resulted in a callback request being left |
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acdb.AcdGroupActionTypesID IN (8, 10, 11, 12) OR ( e.AcdEventTypesID = 3 ) P. S. AcdGroupActionTypesID 10 is for "Request Callback or Voice-Mail" so if we have this rule action type, it will be counted as a Callback call. |
Average Waiting timeAverage waiting time |
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Average waiting time of answered calls, from entry into the ACD group. If dtAgentConnect IS NOT NULL dtGroupStart - dtGroupActionStart Else dtGroupStart - dtGroupEnd |
Average Call time InboundThe Average of Call time Inbound |
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AVG(dtCallConnect - dtCallEnd) |
Average Call time OutboundThe Average of Call time Outbound |
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If dtWhisperEnd IS NULL AVG(dtCallConnect - dtCallEnd) Else AVG(dtWhisperEnd - dtCallEnd) |
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