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Comment: Content imported from a Scroll Translations translation file.
Sv translation
languageen

Table of Contents
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Description

This report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen. Data is aggregated over the selected service numbers, and not presented individually per service number.

Status
subtletrue
colourYellow
titleCaution
:This report is designed to be viewed by the operation manager in question, so aggregated data should be viewed with caution.

Service Level Calculation

The service level calculation in this report considers:

  • Calls answered by agents within "ServiceLevelSeconds" measured from the time call entered the service numbers

  • All calls which were offered to the service numbers

Sample Execution (Input) → Sample Report (Output)

This report is optimised for the following output formats: 

Status
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colourRed
titlePDF
Status
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colourBlue
titleHTML

Columns

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
AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin)login

Calls - Total Calls

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scrollEditorDisplayTitleA - AcdGetCalls_ServiceNumbers
scrollPageId2D881E6B01787E4188AA635A6E3ABB15

Calls - Maximum Parallel Calls

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scrollEditorDisplayTitleA - AcdGetParallelCallsMax_ServiceNumbers
scrollPageId2D881E6B01787E42BE6A30730C5F262E

Calls - ACD Post Calls

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scrollEditorDisplayTitleA - AcdGetPostCallCount_ServiceNumbers
scrollPageId2D881E6B01787E44DF0EED2B0DAD57EC

In Service - Quantity

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scrollEditorDisplayTitleA - AcdGetInServiceCalls_ServiceNumbers
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In Service - % Percentage

Formula UsedDescription
InServiceCalls * 100 / (InserviceCalls + NotInserviceCalls)Percentage of calls processed within the specified service time seconds

Not In Service - Quantity

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scrollEditorUrlhttps://wiki.jtel.de/display/JPW/A+-+AcdGetNotInServiceCalls_ServiceNumbers
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scrollEditorDisplayTitleA - AcdGetNotInServiceCalls_ServiceNumbers
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Not In Service - % Percentage

Formula UsedDescription
NotInserviceCalls * 100 / (InserviceCalls + NotInserviceCalls)Percentage of calls processed outside the specified service time seconds

Hungup <= - Quantity

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scrollEditorUrlhttps://wiki.jtel.de/display/JPW/A+-+AcdGetInTimeHangupCalls_ServiceNumbers
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scrollEditorDisplayTitleA - AcdGetInTimeHangupCalls_ServiceNumbers
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Hungup <= - % Percentage

Formula UsedDescription
Hungup <= * 100 / (Hungup <= + Hungup >)Percentage of calls terminated within the specified hang up time

Hungup > - Quantity

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scrollPageId2D881E6B01787E60881E606C20EF116F

Hungup > - % Percentage

Formula UsedDescription
Hungup > * 100 / (Hungup <= + Hungup >)Percentage of calls terminated outside the specified hang up time

Ringing Incoming Time - Total Duration 

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scrollEditorDisplayTitleA - AcdGetRingingIncomingDuration_ServiceNumbers
scrollPageId2D881E6B01787E61B2E521C970C903FE

Ringing Incoming Time - Ø Duration 

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scrollEditorDisplayTitleA - AcdGetRingingIncomingDurationAvg_ServiceNumbers
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Ringing Agent Time - Total Duration

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scrollEditorDisplayTitleA -AcdGetRingingAgentDurationAvg_ServiceNumbers
scrollPageId2D881E6B01787E65A6946A9212DC7B47

Ringing Agent Time - Ø Duration 

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scrollEditorDisplayTitleA - AcdGetCalls_ServiceNumbers
scrollPageId2D881E6B01787E4188AA635A6E3ABB15

Total Agents - Quantity

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scrollEditorUrlhttps://wiki.jtel.de/display/JPW/A+-+AcdGetTotalAgents_ServiceNumbers
spaceKeyJPW
scrollEditorDisplayTitleA - AcdGetTotalAgents_ServiceNumbers
scrollPageId2D881E6B01787E67B334657F2B046610

Total VoiceMail - Quantity

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scrollEditorDisplayTitleA - AcdGetVoiceMailCalls_ServiceNumbers
scrollPageId2D881E6B01787E6B5B7515023A8C695D

Number Call Backs - Quantity

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scrollEditorDisplayTitleA - AcdGetCallBackCalls_ServiceNumbers
scrollPageId2D881E6B01787E69958EB2C6067CA666

Hangups before Queue - Quantity

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scrollEditorDisplayTitleA - AcdGetHangupsBeforeQueue_ServiceNumbers
scrollPageId2D881E6B01787E6CD6024CCA476F2FFF

Hangups Queue - Quantity

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scrollEditorDisplayTitleA - AcdGetHangupsQueue_ServiceNumbers
scrollPageId2D881E6B01787E6DE32A4F72766D3673

Not Offered Calls - Quantity

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scrollEditorDisplayTitleA - AcdGetTotalOtherCalls_ServiceNumbers
scrollPageId2D881E6B01787E6ED83FB0C74A7385E4

Table of Contents
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Sv translation
languagefr

Table of Contents
maxLevel2
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typeflat

Description

Ce rapport contient des données agrégées pour les appels entrants et sortants vers les numéros de service sélectionnés sur la période et la granularité choisies. Les données sont agrégées sur les numéros de service sélectionnés et ne sont pas présentées individuellement par numéro de service.

Status
subtletrue
colourYellow
titleAttention
:Ce rapport est conçu pour être consulté par le responsable de l'opération en question, les données agrégées doivent donc être considérées avec prudence.

Calcul du niveau de service

Le calcul du niveau de service dans ce rapport prend en compte:

  • Appels auxquels les agents ont répondu dans un délai de "ServiceLevelSeconds" mesuré à partir du moment où l'appel est entré dans les numéros de service.

  • Tous les appels qui ont été proposés aux numéros de service

Exemple d'exécution (entrée) → Exemple de rapport (sortie)

Ce rapport est optimisé pour les formats de sortie suivants : 

Status
subtletrue
colourRed
titlePDF
Status
subtletrue
colourBlue
titleHTML

Colonnes

Les colonnes suivantes sont fournies.

Légende

Tableau

Alias

StatisticsPartA (Voir aussi Tableau de référence - StatisticsPartA (A) )

a

AcdStatisticsPartB (Voir aussi Tableau de référence - AcdStatisticsPartB (AcdB) )

acdb

StatisticsPartB (Voir aussi Tableau de référence - StatisticsPartB (B) )b
AcdStatisticsLogin (Voir aussi Tableau de référence - AcdStatisticsLogin)connexion

Appels - Total des appels

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Appels - Appels parallèles maximum

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scrollEditorDisplayTitleA - AcdGetParallelCallsMax_ServiceNumbers
scrollPageId2D881E6B01787E42BE6A30730C5F262E

Appels - Après Appels ACD

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En service - Quantité

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En service - % Pourcentage

Formule utiliséeDescription
InServiceCalls * 100 / (InserviceCalls + NotInserviceCalls)Pourcentage d'appels traités dans les secondes de temps de service spécifiées

Hors service - Quantité

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scrollPageId2D881E6B01787E5ABD62576223DE24D3

Hors service - % Pourcentage

Formule utiliséeDescription
NotInserviceCalls * 100 / (InserviceCalls + NotInserviceCalls)Pourcentage d'appels traités en dehors du temps de service spécifié secondes

Raccrochage <= - Quantité

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Raccrochage <= - % Pourcentage

Formule utiliséeDescription
Raccrochage <= * 100 / (Raccrochage <= + Raccrochage >)Pourcentage d'appels terminés dans le délai de raccrochage spécifié

Hungup > - Quantité

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scrollPageId2D881E6B01787E60881E606C20EF116F

Raccrochage > - % Pourcentage

Formule utiliséeDescription
Raccrochage > * 100 / (Raccrochage <= + Raccrochage >)Pourcentage d'appels terminés en dehors du temps de raccrochage spécifié

Durée de la sonnerie entrante - Durée totale 

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Durée de la sonnerie entrante - Ø Durée 

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scrollPageId2D881E6B01787E6327EBDA000C4C75A1

Temps Sonnerie de Agent - Durée totale

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scrollPageId2D881E6B01787E65A6946A9212DC7B47

Temps Sonnerie Agent - Ø Durée 

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Total agents - Quantité

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scrollPageId2D881E6B01787E67B334657F2B046610

Total Boîte vocale - Quantité

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Nombre de rappels - Quantité

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scrollPageId2D881E6B01787E69958EB2C6067CA666

Raccrochages avant File d'attente - Quantité

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scrollEditorDisplayTitleA - AcdGetHangupsBeforeQueue_ServiceNumbers
scrollPageId2D881E6B01787E6CD6024CCA476F2FFF

Raccrochages File d'attente - Quantité

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scrollPageId2D881E6B01787E6DE32A4F72766D3673

Appels non offerts - Quantité

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Table of Contents
maxLevel2
outlinetrue
typeflat