Table of Contents |
---|
maxLevel | 2 |
---|
outline | true |
---|
type | flat |
---|
|
DescriptionThis report contains inbound calls cumulated per time slice over selected groups and service numbers within a particular time slice. This report is optimised for the following output formats: Status |
---|
subtle | true |
---|
colour | Red |
---|
title | PDF |
---|
|
Status |
---|
subtle | true |
---|
colour | Blue |
---|
title | HTML |
---|
|
ColumnsThe following columns are provided. LegendCounter - Received Include Page |
---|
| AcdB - AcdGetGroupCalls_GroupServiceNumber |
---|
| AcdB - AcdGetGroupCalls_GroupServiceNumber |
---|
|
Counter - Taken Formula | Description |
---|
(Calls Taken directly) + ( Calls Taken indirectly) | All inbound calls which entered an ACD group and service number within a particular time slice and which were connected to an agent. |
Counter - Taken directly Include Page |
---|
| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
---|
| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
---|
|
Counter - Taken indirectly Include Page |
---|
| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
---|
| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
---|
|
Counter - Aborted Include Page |
---|
| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
---|
| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
---|
|
Counter - Transferred Include Page |
---|
| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
---|
| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
---|
|
Percent - Service LevelFormula | Description |
---|
CallsInService * 100 / CallsOfferredWithoutShortHangups | The ratio between calls taken directly and calls offered without short hangups. |
Percent - EfficiencyFormula | Description |
---|
CallsTaken * 100 / CallsOfferredWithoutShortHangups | The percentage between calls taken and calls offered without short hangups. |
Percent - AbortedFormula | Description |
---|
CallsBroken * 100 / CallsOfferred | The percentage between calls broken and calls offered. |
Duration - Longest Time in queue Include Page |
---|
| AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
---|
| AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
---|
|
Duration - Longest Time waiting until abort Include Page |
---|
| AcdB - AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
---|
| AcdB - AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
---|
|
Duration - Call Include Page |
---|
| AcdB - AcdGetCallDuration_GroupServiceNumber |
---|
| AcdB - AcdGetCallDuration_GroupServiceNumber |
---|
|
Duration - Post Call Include Page |
---|
| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
---|
| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
---|
|
Average Duration - Answer TimeFormula | Description |
---|
AnswerTimeTotal / AnswerTimeCalls | The total answer time duration divide by the number of calls answered. |
Average Duration - Call TimeFormula | Description |
---|
DurationTimeCall / CallsOfferred | The total call time duration divided by the number of calls offered. |
Average Duration - Post CallFormula | Description |
---|
DurationPostCall / CallsOfferred | The total post call time duration divided by the the number of calls offered. |
Average Duration - Total Handling TimeThe average between this KPI and the total number of calls taken. Include Page |
---|
| AcdB - AcdGetDurationEdit_GroupServiceNumber |
---|
| AcdB - AcdGetDurationEdit_GroupServiceNumber |
---|
|
Table of Contents |
---|
maxLevel | 2 |
---|
outline | true |
---|
type | flat |
---|
|
|