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Description

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

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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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Status
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Temporary screenshot

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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

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetGroupCalls_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetGroupCalls_GroupServiceNumber
scrollPageId2D881E6B0177B617CC6683EB198EF80E

Calls - In Service

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInServiceCallsByParam_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
scrollPageId2D881E6B0177B63B1449A2277FA1CC50

Calls - Not In Service

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInServiceCallsByParam_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
scrollPageId2D881E6B01783AB751596E457F9F7209

Calls - Hungup <=

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInTimeHangupCallsByParam_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
scrollPageId2D881E6B0177DF44A88B63A9200DF49A

Calls - Hungup >

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
scrollPageId2D881E6B01783AD52E113DC1531FEA6A

Calls - Error

This column is the result of the following calculation:
OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls

Calls - Queue Closed


Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
scrollPageId2D881E6B0177E4FB0A4E64A43CC6BBB8

Calls - Queue Full

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
scrollPageId2D881E6B0177E4FE826A74C3396061F4

Calls - Queue Timeout

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
scrollPageId2D881E6B0177E50988EB10205BA2D116

Calls - Busy

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
scrollPageId2D881E6B0177E513B94A5E847626D968

Calls - Accessibility

This column is the result of the following calculation:
( In Service + Not In Service ) * 100.0 / Offered

Calls - Service Level

This column is the result of the following calculation:
In Service * 100.0 / Offered

Answer Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAnswerDuration_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetAnswerDuration_GroupServiceNumber
scrollPageId2D881E6B01783ADE487980F17C2CB70F

Hang Up Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallerHangupCallsDuration_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
scrollPageId2D881E6B0177DF2131D7D6EC0B5D5DD6

Talk Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetCallDuration_GroupServiceNumber
scrollPageId2D881E6B0177DF16C1667FB3179FA4FA

Post Call Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetCallDuration_GroupServiceNumber
scrollPageId2D881E6B0177DF16C1667FB3179FA4FA

Logged In - Count

Criteria UsedDescription

COUNT(DISTINCT UsersID) 

login.bGroupLoggedIn = 1

The number of agents logged in the selected ACD groups within a particular time slice.

Logged In - Total Duration

Criteria UsedDescription

SUM (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated ))

login.bGroupLoggedIn = 1

The total logged In time duration in the selected ACD groups.

Logged In - Ø Duration

This column is the result of the following calculation:
Logged In Total Duration / Logged In Count

Logged In - Max. Duration

Criteria UsedDescription

MAX (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated ))

login.bGroupLoggedIn = 1

The maximum logged In time duration in the selected ACD groups.

ACD Agent Status - Total Duration

Criteria UsedDescription

SUM (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus )

- IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated ))

login.bGroupLoggedIn = 1

AND status.AcdAgentStatusID = <ACDAgentStatusID>

The total time duration of the ACD agent in a status with the ID <ACDAgentStatusID> in the selected ACD groups.

Where: <ACDAgentStatusID> is either one of the 5 default ACD agent status IDs:

  • 2 for "Calls and Media"
  • 3 for "Break"
  • 5 for "Post Call"
  • any other ID bigger as 5 for "Outbound"

See also Value Reference - AcdAgentStatus

ACD Agent Status - Max. Duration

Criteria UsedDescription

MAX (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus )

- IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated ))

login.bGroupLoggedIn = 1

AND status.AcdAgentStatusID = <ACDAgentStatusID>

The maximum time duration of the ACD agent in a status with the ID <ACDAgentStatusID> in the selected ACD groups.

Where: <ACDAgentStatusID> is either one of the 5 default ACD agent status IDs:

  • 2 for "Calls and Media"
  • 3 for "Break"
  • 5 for "Post Call"
  • any other ID bigger as 5 for "Outbound"

See also Value Reference - AcdAgentStatus

Calls and Media - Ø Duration

This column is the result of the following calculation:

Call and Media Total Duration / Logged In Count

Read more here → ACD Agent Status - Total Duration

Calls and Media - Max. Duration

See → ACD Agent Status - Max. Duration

Break - Ø Duration

This column is the result of the following calculation:

Break Total Duration / Logged In Count

Read more here → ACD Agent Status - Total Duration

Break - Max. Duration

See → ACD Agent Status - Max. Duration

Post Call - Ø Duration

This column is the result of the following calculation:

Post Call Total Duration / Logged In Count

Read more here → ACD Agent Status - Total Duration

Post Call - Max. Duration

See → ACD Agent Status - Max. Duration

Outbound - Ø Duration

This column is the result of the following calculation:

Outbound Total Duration / Logged In Count

Read more here → ACD Agent Status - Total Duration

Outbound - Max. Duration

See → ACD Agent Status - Max. Duration

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