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VariantsThis report is available in two variants. Variant | From Release | Additions |
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ACD-001 | All Releases |
| | | Additional columns: - Total Calls Serviced
- Total Calls Serviced %
- Hangups %
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DescriptionThe incoming calls report consists of two sections. The first section lists all calls received in ACD groups including calls forwarded from one group to another. In the second area, an event is documented if: - the accepting agent either
- forwards the call to another agent
- forwards the call to an external number
- forwards the call to a synonym
- or the conversation through a rule:
- ends in a callback request
- ends with the recording of a voicemail
- is forwarded to an external number
ColumnThe following columns are provided. LegendColumns of the first areaName | Value |
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ACD Group | Name of the group followed by the group number in brackets | Entry | If this is the original conversation: - Service number with optional service number Name in brackets
If it is a call that was forwarded from another group: - Group name followed by the group number in brackets of the group from which the call was forwarded
| Rule | If it is not the original call, the following values can be present here: - "Agent": The call was forwarded by an agent
- Name of a rule: The call was forwarded based on the group rule displayed here
| SRN (Origin) | Service number with optional service number Name in brackets of the original call |
Columns of the second area (overflow)Name | Value |
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ACD Group
| - Name of an agent followed by the agent number in brackets if the call was forwarded by another agent
- Phone number if the call was forwarded to an external number by another agent or a group rule
- Name of a synonym, if the call was forwarded to a synonym by another agent
- Name of an ACD group followed by the group number in brackets if, due to a group rule, the call ends in a callback request or with the recording of a voicemail
| Entry | Group name followed by the group number in brackets of the group from which the call was forwarded | Rule | The following values can be present here: - "Agent": The call was forwarded by an agent
- Name of a rule: The call was forwarded based on the group rule displayed here
| SRN (Origin) | See first table |
Calls - Offered Include Page |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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Calls - In Service Include Page |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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Calls - Not In Service Include Page |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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Calls - ServicedCriteria Used | Report Variant | Description |
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"Calls - In Service" + "Calls - Not In Service" | Status |
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| |
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colour | Green |
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title | ACD-001-02 |
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| The total number of inbound calls which were serviced within a particular time slice. |
Calls - Serviced %Criteria Used | Report Variant | Description |
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( "Calls - In Service" + "Calls - Not In Service" ) / ( "Calls - Offered" ) | Status |
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| |
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colour | Green |
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title | ACD-001-02 |
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| The percentage of offered calls which were serviced within the time slice. |
Calls - Hungup <= Include Page |
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| AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
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Calls - Hungup > Include Page |
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| AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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Calls - Hungup %Criteria Used | Report Variant | Description |
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( "Calls - Hungup <=" + "Calls - Hungup >" ) / ( "Calls - Offered" ) | Status |
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colour | Green |
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title | ACD-001-02 |
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| The percentage of offered calls which hungup within the time slice. |
Calls - Error Include Page |
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| AcdB - AcdGetErrorHangupCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetErrorHangupCallsByGroupEndReason_GroupServiceNumber |
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Queue - Closed Include Page |
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| AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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Queue - Full Include Page |
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| AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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Queue - Timeout Include Page |
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| AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber |
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Queue - Leave Include Page |
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| AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber |
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Queue - Busy Include Page |
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| AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber |
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Times - Ø Answer TimeThis column is the result of the following calculation: Ø Answer Time = Answer Time / (In Service Calls + Not In Service Calls) Include Page |
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| AcdB - AcdGetAnswerDuration_GroupServiceNumber |
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| AcdB - AcdGetAnswerDuration_GroupServiceNumber |
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Times - Ø Call TimeThis column is the result of the following calculation: Ø Call Time = Call Time / (In Service Calls + Not In Service Calls) Include Page |
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| AcdB - AcdGetCallDuration_GroupServiceNumber |
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| AcdB - AcdGetCallDuration_GroupServiceNumber |
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