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maxLevel | 2 |
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outline | true |
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DescriptionThis report contains aggregated data for inbound and outbound calls to the selected ACD groups and service numbers over the time period and granularity chosen. Data is aggregated over the selected ACD groups and service numbers, and not presented individually per group or per service number. Status |
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subtle | true |
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colour | Yellow |
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title | Caution |
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| : if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution.P. S. ACD-G-003-02 contains three additional columns: All Calls which calculates Inbound plus Outbound Calls, Voicemail Calls and Callback Calls. Service Level CalculationThe service level calculation in this report considers: ColumnsThe following columns are provided. LegendCalls - Offered Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177B617CC6683EB198EF80E |
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Calls - AvailabilityFormula Used | Description |
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Availability = Answered Calls / Offered Calls | The ratio between the number of total calls answered and the number of calls that entered the selected groups and service number within a particular time slice. |
Calls - Availability %Formula Used | Description |
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Availability = Answered Calls / Offered Calls*100 | The percentage ratio between the number of total calls answered and the number of calls that entered the selected groups and service number within a particular time slice. |
Calls - Service Level Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177B63B1449A2277FA1CC50 |
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Calls - Service Level %Formula Used | Description |
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Service Level Calls % = Service Level Calls / Offered Calls*100 | The ratio between the number of calls answered within the service level chosen and the number of calls that entered the selected groups and service number within a particular time slice. |
Calls - Outbound CallsCriteria Used | Description |
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acdb.AcdOriginGroupsID IS NULL acdb.bOutbound = TRUE acdb.CONNRES <> 1 | The total number of outbound calls initiated from the selected groups and service number within a particular time slice. |
Calls - Outbound TalksCriteria Used | Description |
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acdb.AcdOriginGroupsID IS NULL acdb.bOutbound = TRUE acdb.CONNRES = 1 acdb.dtCallConnect IS NOT NULL | The total number of outbound calls initiated from the selected groups and service number within a particular time slice and that were answered by the destination. |
Calls - Hungup <= Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177DF44A88B63A9200DF49A |
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Calls - Hungup > Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B01783AD52E113DC1531FEA6A |
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Calls - ErrorFormula Used | Description |
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ErrorHangupCalls = OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls | The difference between the offered calls and all other hungup calls. |
Calls - Queue Closed Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177E4FB0A4E64A43CC6BBB8 |
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Calls - Queue Full Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177E4FE826A74C3396061F4 |
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Calls - Queue Timeout Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177E50988EB10205BA2D116 |
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Calls - Queue Leave Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177E500D13652DF0328994E |
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Calls - Busy Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177E513B94A5E847626D968 |
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Answer Time - Ø Duration and Max. DurationThe average and maximum duration of the following KPI: Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B01783ADE487980F17C2CB70F |
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Hang Up Time - Ø Duration and Max. DurationThe average and maximum duration of the following KPI: Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177DF2131D7D6EC0B5D5DD6 |
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Talk Time Inbound - Ø Duration and Max. DurationThe average and maximum duration of the following KPI: Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177DF16C1667FB3179FA4FA |
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Talk Time Outbound - Ø Duration and Max. DurationThe average and maximum duration of the following KPI: Formula Used | Description |
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acdb.AcdOriginGroupsID IS NULL acdb.bOutbound = TRUE acdb.CONNRES = 1 acdb.dtCallConnect IS NOT NULL | The total number of outbound calls initiated from the selected groups and service number within a particular time slice and that were answered by the destination. |
Occupancy %Formula Used | Description |
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Occupancy = CallTimeTotal*100 / TotalAgentLoginTime | The ratio between the cumulated duration of all offered calls in the selected groups and service numbers and the cumulated login time of all agents. |
Columns for All Calls Status |
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colour | Green |
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title | ACD-G-003-02 |
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| onlyAll CallsThe total number of inbound and outbound calls |
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Offered Calls + Outbound Calls OK |
Voicemail Calls Status |
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colour | Green |
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title | ACD-G-003-02 ONLY |
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Calls which resulted in a voicemail being left |
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acdb.AcdGroupActionTypesID = 3 |
Callback Calls Status |
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colour | Green |
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title | ACD-G-003-02 ONLY |
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Calls which resulted in a callback request being left |
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acdb.AcdGroupActionTypesID IN (8, 10, 11, 12) OR ( e.AcdEventTypesID = 3 ) |
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outline | true |
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