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Description

This report contains aggregated data for incoming 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.

 

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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.

Service Level Calculation

The service level calculation in this report considers:

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

  • All calls which were offered to the groups

Sample Execution (Input) → Sample Report (Output)

This report is optimised for the following output formats:

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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 - Offered

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Calls - In Service

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Calls - Not In Service

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scrollEditorDisplayTitleAcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
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Calls  - Hungup <=

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scrollEditorDisplayTitleAcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
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Calls - Hungup >

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scrollEditorDisplayTitleAcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
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Calls - Error

Formula Used

Description

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

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Calls - Queue Full

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Calls - Queue Timeout

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Calls - Queue Leave

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Calls - Busy

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Answer Time - Ø Duration

Formula Used

Description

AcdGetAnswerDuration_GroupServiceNumber /  (InServiceCalls + NotInServiceCalls)

The total answer time duration divided by the total number of calls answered by the destination

Answer Time - Maximum Duration

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Hang Up Time - Ø Duration

Formula Used

Description

AcdGetCallerHangupCallsDuration_GroupServiceNumber /  CallerHangupCallsTotal

The total hang up time duration divided by the total number of calls hung up

Hang Up Time - Maximum Duration

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scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallerHangupCallsDurationMax_GroupServiceNumber
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Talk Time - Ø Duration

Formula Used

Description

AcdGetCallDuration_GroupServiceNumber /  AcdGetCallDurationCalls_GroupServiceNumber

The total talk time duration divided by the total number of calls successful connected to the destination

Talk Time - Maximum Duration

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Occupancy (%)

Formula Used

Description

Occupancy = AcdGetCallDuration_GroupServiceNumber * 100 / AcdGetLoginDuration_Group

The total duration of calls successfully connected to the destination via the selected groups and service numbers divided by the total login time of all agents.

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