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DescriptionThis report contains aggregated data for outbound calls made by the selected agents through the selected service numbers over the time period chosen. Data is aggregated over the selected service numbers, and presented individually per agent. Status |
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subtle | true |
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colour | Yellow |
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title | Caution |
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| :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.This report is optimised for the following output formats: Status |
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subtle | true |
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colour | Red |
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title | PDF |
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Status |
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subtle | true |
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colour | Blue |
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title | HTML |
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| ColumnsThe following columns are provided. LegendTotal CallsOutboundTotalCalls Criteria Used | Description |
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o.ID = a.OID AND o.UsersID IS NOT NULL | Total outbound calls made by the selected agents through the selected service numbers within a particular time slice. |
Total Calls CompletedOutboundCompletedCalls Criteria Used | Description |
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o.ID = a.OID AND a.ID = b.AID AND o.UsersID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.CONNRES = 1 | Total outbound calls made by the selected agents through the selected service numbers and which were connected to the destination within a particular time slice. |
Ø Post Call DurationPostCallDurationAvg Criteria Used | Description |
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IF( SUM( PostCallCount ) > 0 THEN SUM( PostCallDurationTotal ) / SUM( PostCallCount ) | Average duration of post calls made by the selected agents through the selected service numbers within a particular time slice. |
Max. Post Call DurationPostCallDurationMax Criteria Used | Description |
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o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.PostCallInterval IS NOT NULL AND b.CONNRES = 1 | Maximum duration of post calls made by the selected agents through the selected service numbers within a particular time slice. |
Total Post Call DurationPostCallDurationTotal Criteria Used | Description |
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o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.PostCallInterval IS NOT NULL AND b.CONNRES = 1 | Total duration of post calls made by the selected agents through the selected service numbers within a particular time slice. |
Max. Outbound Call DurationOutboundCallDurationMax Criteria Used | Description |
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MAX (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.CONNRES = 1 | Maximum duration of outbound calls made by the selected agents through the selected service numbers within a particular time slice. |
Total Outbound Call DurationOutboundCallDurationTotal Criteria Used | Description |
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SUM (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.CONNRES = 1 | Total duration of outbound calls made by the selected agents through the selected service numbers and which were successfully connected to the destination within a particular time slice. |
Total Callback (Fax)OutboundFaxTotalCallbacks Criteria Used | Description |
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o.ID = a.OID AND o.ID = b.OID AND AcdEvents.ID = b.AcdEventsID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL AND AcdEvents.AcdEventTypesID = 2 | Total callbacks of type Fax left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice. See also Value Reference - AcdEventTypes |
Total Callback (Sms)OutboundSmsTotalCallbacks Criteria Used | Description |
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o.ID = a.OID AND o.ID = b.OID AND AcdEvents.ID = b.AcdEventsID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL AND AcdEvents.AcdEventTypesID = 4 | Total callbacks of type Sms left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice. See also Value Reference - AcdEventTypes |
Total Callback (Voicemail)OutboundVoiceMailTotalCallbacks Criteria Used | Description |
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o.ID = a.OID AND o.ID = b.OID AND AcdEvents.ID = b.AcdEventsID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL AND AcdEvents.AcdEventTypesID = 1 | Total callbacks of type Voicemail left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice. See also Value Reference - AcdEventTypes |
Total Callback (Callback)OutboundCallbackTotalCallbacks Criteria Used | Description |
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o.ID = a.OID AND o.ID = b.OID AND AcdEvents.ID = b.AcdEventsID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL | Total callbacks of type Callback left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice. See also Value Reference - AcdEventTypes |
Ø CallBack DurationOutboundCallbackDurationAvg Criteria Used | Description |
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IF( SUM( OutboundTotalCallbacks ) > 0 THEN SUM( OutboundCallbackDurationTotal ) / SUM( OutboundTotalCallbacks ) | Average duration of outbound callbackcalls made by the selected agents through the selected service numbers within a particular time slice. |
Max. CallBack DurationOutboundCallbackDurationMax Criteria Used | Description |
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MAX (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL | Maximum duration of outbound callbackcalls made by the selected agents through the selected service numbers within a particular time slice.
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Total CallBack DurationOutboundCallbackDurationTotal Criteria Used | Description |
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SUM (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE o.ID = a.OID AND o.ID = b.OID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL | Total duration of outbound callbackcalls made by the selected agents through the selected service numbers within a particular time slice. |
Total CallBack Call DurationOutboundCallbackDurationCompleted Criteria Used | Description |
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SUM (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE o.ID = a.OID AND o.ID = b.OID AND AcdEventsID = b.AcdEventsID AND o.UsersID IS NOT NULL AND b.AcdEventsID IS NOT NULL AND b.dtCallConnect IS NOT NULL AND b.CONNRES = 1 | Total duration of outbound callbackcalls made by the selected agents through the selected service numbers and which where successfully connected to the destination within a particular time slice. |
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