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Description

This report contains aggregated data for inbound calls to the selected ACD groups over the time period and granularity chosen. The output data are cumulated per group then time slice.

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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.

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

Calls - Totals

Include Page
AcdB - AcdGetCalls_Group
AcdB - AcdGetCalls_Group

Calls - Answered

Include Page
AcdB - AcdGetAgentCalls_Group
AcdB - AcdGetAgentCalls_Group

Calls - Out of Hours - Voice-Mail

Criteria UsedDescription

acdb.bOutbound = 0

AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) )
AND ( IFNULL( acdb.AcdGroupActionTypesID, 0 ) IN ( 3, 8, 10 ) )

Total number of inbound calls which entered the selected ACD group(s) then left with the AcdGroupEndReasonsID 100 (Group Start (Rule)), 101 (Routing-Application (Rule)) or 102 (Queue (Rule)) and the AcdGroupActionTypesID 3 (Voice-Mail), 8 (Request Callback) or 10 (Request Callback or Voice-Mail).

See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes

Calls - Out of Hours - Other

Criteria UsedDescription

acdb.bOutbound = 0

AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) )
AND ( IFNULL( acdb.AcdGroupActionTypesID, 0 ) NOT IN ( 3, 8, 10 ) )

Total number of inbound calls which entered the selected ACD group(s) then left with the AcdGroupEndReasonsID 100 (Group Start (Rule)), 101 (Routing-Application (Rule)) or 102 (Queue (Rule)) and none of the AcdGroupActionTypesID 3 (Voice-Mail), 8 (Request Callback) or 10 (Request Callback or Voice-Mail).

See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes

Calls - Queue Full

Include Page
AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber

Calls - Queued - Count

Criteria UsedDescription

acdb.bOutbound = 0

AND dtQueueStart IS NOT NULL

Totals number of inbound calls which entered into the ACD group queue within a particular time slice.

Calls - Queued - (%)

Criteria UsedDescription
CallsQueueTotal * 100 / CallsTotalThe ratio in percent between calls that entered the ACD group queue and the total offered calls.

Calls - Relevant for SLA

This column is the result of the following calculation:

Calls Relevant for SLA = CallsTotal - CallsRuleBeforeQueueVoiceMail - CallsRuleBeforeQueueOthers - CallsQueueFull - CallsHangupPreQueue - CallsQueueShortHangup

where 

CallsRuleBeforeQueueVoiceMail = This ACD group rule has taken effect before the queue entry which means the agents have no chance

CallsRuleBeforeQueueOthers = This ACD group rule has taken effect before the queue entry which means the agents have no chance

CallsQueueFull = Queue was full which means the agents have no chance

CallsHangupPreQueue = Hang up before queue entry which means the agents have no chance

CallsQueueShortHangup = Short Hangup Calls which means the agents have no chance

SLA - Availability (%)

Criteria UsedDescription
CallsAnswered * 100 / Calls Relevant for SLAThe ratio in percent between the total calls answered and the total calls relevant for SLA.

SLA - SLA1/2/3 x/y/z (s) - Count

Include Page
AcdB - AcdGetInServiceCallsByParam_Group_QueueStart
AcdB - AcdGetInServiceCallsByParam_Group_QueueStart

SLA - SLA1/2/3 x/y/z (s) - (%)

Criteria UsedDescription
InServerCalls * 100 / CallsRelevantForSLAThe ratio in percent between the total inbound calls in service and the total inbound calls relevant for SLA.

Queue - Hangups - Pre-Queue

Criteria UsedDescription

acdb.bOutbound = 0

AND a.bCallerHangup = TRUE

AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 0, 1, 2, 3 ) )

Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID

  • 0,
  • 1 (Hangup Announcement),
  • 2 (Hangup Routing-Application) or
  • 3 (Hangup Announcement 2.

See also See also Value Reference - AcdGroupEndReasons 

Queue - Hangups - Short Hangups

Criteria UsedDescription

acdb.bOutbound = 0

AND a.bCallerHangup = TRUE

AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4

ANd acdb.dtGroupEnd - acdb.dtQueueStart <= ShortHangUpSeconds_

Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4 and before ShortHangUpSeconds_

See also See also Value Reference - AcdGroupEndReasons 

Queue - Hangups - Long Hangups

Criteria UsedDescription

acdb.bOutbound = 0

AND a.bCallerHangup = TRUE

AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4

ANd acdb.dtGroupEnd - acdb.dtQueueStart > ShortHangUpSeconds_

Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4 and after ShortHangUpSeconds_

See also See also Value Reference - AcdGroupEndReasons 

Queue - Hangups - Queue

Criteria UsedDescription

acdb.bOutbound = 0

AND a.bCallerHangup = TRUE

AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4

Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4.

Queue - Leave Queue - Voice-Mail

Include Page
AcdB - AcdGetQueueLeaveVoiceMailCallsByGroupEndReason_Group
AcdB - AcdGetQueueLeaveVoiceMailCallsByGroupEndReason_Group

Queue - Leave Queue - Other

Include Page
AcdB - AcdGetQueueLeaveOtherCallsByGroupEndReason_Group
AcdB - AcdGetQueueLeaveOtherCallsByGroupEndReason_Group

Count - Agent - No Answer

Include Page
AcdB - AcdGetAgentNoAnsweredCalls_Group
AcdB - AcdGetAgentNoAnsweredCalls_Group

Count - Agent - Busy

Include Page
AcdB - AcdGetAgentBusyCalls_Group
AcdB - AcdGetAgentBusyCalls_Group

Ø Times - Talk Time

The average between this KPI and the total number of inbound calls answered..

Include Page
AcdB - AcdGetWaitingTimeTotalAnswered_Group
AcdB - AcdGetWaitingTimeTotalAnswered_Group

Ø Times - Post Call

The average between this KPI and the total number of post calls.

Include Page
AcdB - AcdGetPostCallTotalTime_Group
AcdB - AcdGetPostCallTotalTime_Group

Ø Times - Waiting Time Answered

The average between this KPI and the total number of inbound calls answered.

Include Page
AcdB - AcdGetWaitingTimeTotalAnswered_Group
AcdB - AcdGetWaitingTimeTotalAnswered_Group

Ø Times - Waiting Time Hangups

The average between this KPI and the total number of calls queue long hangup.

Include Page
AcdB - AcdGetWaitingTimeLongHangup_Group
AcdB - AcdGetWaitingTimeLongHangup_Group


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