Versions Compared

Old Version 19

changes.mady.by.user jtel Support

Saved on

compared with

New Version 20

changes.mady.by.user jtel Support

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Comment: Changed by Upgrade Task during Scroll Platform Installation.
Sv translation
languageen

Table of Contents
maxLevel2
outlinetrue
typeflat

Description

This report contains aggregated data for incoming 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.

Status
subtletrue
colourYellow
titleCaution
: 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)

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 - Offered

Include+
scrollEditorDisplayTitle
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetGroupCalls_GroupServiceNumber
spaceKeyJPW
AcdB - AcdGetGroupCalls_GroupServiceNumberscrollPageId2D881E6B0177B617CC6683EB198EF80E

Calls - Queue Closed

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Include+
scrollEditorUrl
scrollEditorDisplayTitle
spaceKeyJPW
AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumberscrollPageId2D881E6B0177E4FB0A4E64A43CC6BBB8

Calls - Queue Full

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Include+
scrollEditorUrl
scrollEditorDisplayTitle
spaceKeyJPW
AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumberscrollPageId2D881E6B0177E4FE826A74C3396061F4

Calls - Other

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

Calls - Hungup <=

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Include+
scrollEditorUrl
scrollEditorDisplayTitle
spaceKeyJPW
AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumberscrollPageId2D881E6B0177DF44A88B63A9200DF49A

Calls - Relevant for SLA

This column is the result of the following calculation:

Calls Relevant for SLA = OfferedCalls - CallerHangupCallsInTime - QueueClosedCalls - QueueFullCalls - ErrorHangupCalls - BusyCalls

where 

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

QueueClosedCalls = Queue was closed (for whatever reason) which means the agents have no chance

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

ErrorHangupCalls means the agents have no chance

BusyCalls means rejected by the system send back to network

Calls - Hungup >

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
scrollPageId2D881E6B01783AD52E113DC1531FEA6A

Calls - In Service

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInServiceCallsByParam_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
scrollPageId2D881E6B0177B63B1449A2277FA1CC50

Calls - Not In Service

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInServiceCallsByParam_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
scrollPageId2D881E6B01783AB751596E457F9F7209

Calls - Accessibility

This column is the result of the following calculation:

(Calls In Service + Calls Not In Service ) * 100.0 / Calls Relevant for SLA

NB: There is not only one way to calculate the service level and availability and this calculation focuses on calls that are relevant for SLA while the calculation in reports ACD-G-002, ACD-G-004 and ACD-G-011 focuses on offered calls without exception.

Calls - Service Level

This column is the result of the following calculation:

Calls In Service * 100.0 / Calls Relevant for SLA

NB: There is not only one way to calculate the service level and availability. This calculation focuses on calls that are relevant for SLA while the calculation in reports ACD-G-002, ACD-G-004 and ACD-G-011 focuses on offered calls without exception.

Answer Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAnswerDuration_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetAnswerDuration_GroupServiceNumber
scrollPageId2D881E6B01783ADE487980F17C2CB70F

Hang Up Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallerHangupCallsDuration_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
scrollPageId2D881E6B0177DF2131D7D6EC0B5D5DD6

Talk Time - Ø Duration, Max. and Total Duration

The average, maximum and total duration of the following KPI:

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetCallDuration_GroupServiceNumber
scrollPageId2D881E6B0177DF16C1667FB3179FA4FA

Post Call Time - Total Duration

The total duration of the following KPI:

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetCallDuration_GroupServiceNumber
scrollPageId2D881E6B0177DF16C1667FB3179FA4FA

Table of Contents
maxLevel2
outlinetrue
typeflat

Sv translation
languagefr

Table of Contents
maxLevel2
outlinetrue
typeflat

Description

Ce rapport contient des données agrégées pour les appels entrants vers les groupes ACD sélectionnés sur la période et la granularité choisies. Les données sont agrégées sur les groupes ACD sélectionnés, et ne sont pas présentées individuellement par groupe.

Status
subtletrue
colourYellow
titleAttention
Si un appel entrant est transféré d'un groupe ACD à un autre, il sera comptabilisé dans les DEUX groupes ACD. Ce rapport est conçu pour être consulté par le responsable / superviseur des groupes ACD en question, les données agrégées doivent donc être considérées avec prudence.

Calcul du niveau de service

Le calcul du niveau de service dans ce rapport prend en compte:

  • Appels auxquels les agents ont répondu dans un délai de "ServiceLevelSeconds" mesuré à partir du moment où l'appel est entré dans les groupes.

  • Tous les appels qui ont été proposés aux groupes

Exemple d'exécution (entrée) → Exemple de rapport (sortie)

Ce rapport est optimisé pour les formats de sortie suivants :

Status
subtletrue
colourRed
titlePDF
Status
subtletrue
colourVert
titleXLS
Status
subtletrue
colourBlue
titleHTML

Colonnes

Les colonnes suivantes sont fournies.

Légende

Tableau

Alias

StatisticsPartA (Voir aussi Tableau de référence - StatisticsPartA (A) )

a

AcdStatisticsPartB (Voir aussi Tableau de référence - AcdStatisticsPartB (AcdB) )

acdb

StatisticsPartB (Voir aussi Tableau de référence - StatisticsPartB (B) )b

Appels - Offert

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetGroupCalls_GroupServiceNumber
Include+
scrollEditorUrl
scrollEditorDisplayTitle
spaceKeyJPW
AcdB - AcdGetGroupCalls_GroupServiceNumberscrollPageId2D881E6B0177B617CC6683EB198EF80E

Appels - File d'attente fermée

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Include+
scrollEditorUrl
scrollEditorDisplayTitle
spaceKeyJPW
AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumberscrollPageId2D881E6B0177E4FB0A4E64A43CC6BBB8

Appels - File d'attente pleine

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Include+
scrollEditorUrl
scrollEditorDisplayTitle
spaceKeyJPW
AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumberscrollPageId2D881E6B0177E4FE826A74C3396061F4

Appels - Autre

Cette colonne est le résultat du calcul suivant :
OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls

Appels - Raccrochage <=

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Include+
scrollEditorUrl
scrollEditorDisplayTitle
spaceKeyJPW
AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumberscrollPageId2D881E6B0177DF44A88B63A9200DF49A

Appels - Pertinent pour l'SLA

Cette colonne est le résultat du calcul suivant :

Calls Relevant for SLA = OfferedCalls - CallerHangupCallsInTime - QueueClosedCalls - QueueFullCalls - ErrorHangupCalls - BusyCalls

avec 

CallerHangupCallsInTime = Appels raccrochés courts, ce qui signifie que les agents n'ont aucune chance.

QueueClosedCalls = La file d'attente a été fermée (pour une raison quelconque), ce qui signifie que les agents n'ont aucune chance.

QueueFullCalls = La file d'attente était pleine, ce qui signifie que les agents n'ont aucune chance.

ErrorHangupCalls signifie que les agents n'ont aucune chance

BusyCalls signifie rejeté par le système et renvoyé au réseau.

Appels - Raccrochage >

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
scrollPageId2D881E6B01783AD52E113DC1531FEA6A

Appels - En service

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInServiceCallsByParam_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
scrollPageId2D881E6B0177B63B1449A2277FA1CC50

Appels - Hors service

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInServiceCallsByParam_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
scrollPageId2D881E6B01783AB751596E457F9F7209

Appels - Accessibilité

Cette colonne est le résultat du calcul suivant :

(Calls In Service + Calls Not In Service ) * 100.0 / Calls Relevant for SLA

NB: Il n'y a pas qu'une seule façon de calculer le niveau de service et la disponibilité et ce calcul se concentre sur les appels qui sont pertinents pour le SLA alors que le calcul dans les rapports ACD-G-002, ACD-G-004 et ACD-G-011 se concentre sur les appels offerts sans exception.

Appels - Niveau de service

Cette colonne est le résultat du calcul suivant :

Calls In Service * 100.0 / Calls Relevant for SLA

NB: Il n'y a pas qu'une seule façon de calculer le niveau de service et la disponibilité. Ce calcul se concentre sur les appels qui sont pertinents pour le SLA alors que le calcul dans les rapports ACD-G-002, ACD-G-004 et ACD-G-011 se concentre sur les appels offerts sans exception.

Temps de réponse - Ø Durée et Max. Durée

La durée moyenne et maximale du KPI suivant :

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAnswerDuration_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetAnswerDuration_GroupServiceNumber
scrollPageId2D881E6B01783ADE487980F17C2CB70F

Temps de raccrochage - Ø Durée et durée max. Durée

La durée moyenne et maximale du KPI suivant :

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallerHangupCallsDuration_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
scrollPageId2D881E6B0177DF2131D7D6EC0B5D5DD6

Temps de conversation - Durée Ø, durée max. et durée totale

La durée moyenne, maximale et totale du KPI suivante :

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetCallDuration_GroupServiceNumber
scrollPageId2D881E6B0177DF16C1667FB3179FA4FA

Temps après Appel - Durée totale

La durée moyenne, maximale et totale du KPI suivante :

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetCallDuration_GroupServiceNumber
scrollPageId2D881E6B0177DF16C1667FB3179FA4FA

Table of Contents
maxLevel2
outlinetrue
typeflat