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maxLevel | 2 |
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outline | true |
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type | flat |
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DescriptionThis report contains aggregated data for inbound calls to the service number(s) associated with the selected billing numbers over the time period chosen. Data is presented grouped by day. This report is optimised for the following output formats: Status |
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subtle | true |
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colour | Red |
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title | PDF |
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Status |
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subtle | true |
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colour | Blue |
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title | HTML |
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ColumnsThe following columns are provided. LegendInbound TotalCriteria Used | Description |
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COUNT( stats.ID ) a.bOutbound = 0 | Total number of inbound calls to the service number(s) associated with the selected billing number(s). |
Inbound ACDCriteria Used | Description |
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COUNT( stats.ID ) a.bOutbound = 0 AND acdb.ID IS NOT NULL | Total number of inbound calls to the service number(s) associated with the selected billing number(s) and which were routed to an ACD group. |
Inbound AnsweredCriteria Used | Description |
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COUNT( stats.ID ) a.bOutbound = 0 acdb.dtAgentConnect IS NOT NULL | Total number of inbound calls to the service number(s) associated with the selected billing number(s) and which were successfully connected to an agent. |
EmailsCriteria Used | Description |
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COUNT( * ) AcdEventTypesID = 5 AND ( AcdGroupsID IN ( SELECT ID FROM JTELWeb.AcdGroups WHERE ClientsID = _ClientsID ) ) ); | Total number of emails sent by agents logged in ACD groups of the current client. |
Voice Mail + CallbacksCriteria Used | Description |
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COUNT( * ) acdb.dtAgentConnect IS NOT NULL | Total number of inbound calls to the service number(s) associated with the selected billing number(s) and which ended with a callback or voicemail booked. |
Inbound LostThis column is the result of the following calculation: |
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Inbound ACD - Inbound Answered - (Voice Mail + Callbacks) |
External DestinationCriteria Used | Description |
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COUNT( stats.ID ) b.CNumbersID IS NOT NULL | Total number of calls which were transferred to an external destination. |
Availability DirectThis column is the result of the following calculation: |
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Inbound Answered * 100 / Inbound ACD |
Availability incl. CB/VMThis column is the result of the following calculation: |
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Inbound Answered * 100 / (Inbound ACD + (Voice Mail + Callbacks)) |
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maxLevel | 2 |
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outline | true |
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type | flat |
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