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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.

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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: 

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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 - Total Calls

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Calls - Maximum Parallel Calls

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Calls - ACD Post Calls

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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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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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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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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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Ringing Incoming Time - Ø Duration 

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Ringing Agent Time - Total Duration

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Ringing Agent Time - Ø Duration 

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Total Agents - Quantity

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Total VoiceMail - Quantity

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Number Call Backs - Quantity

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Hangups before Queue - Quantity

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Hangups Queue - Quantity

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Not Offered Calls - Quantity

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