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Description

This report contains aggregated data for inbound calls to the selected service numbers (ACD-S-002) and aggregated data for Inbound and outbound (ACD-S-002-02) over the time period and granularity chosen. Data is grouped per granularity then per service number.

P. S. ACD-S-002-02 contains the billing number and the service number name in addition to the service number. As well as a some extra columns explained down.

Service Level Calculation

The service level calculation in this report considers:

  • Calls answered by agents within "ServiceLevelSeconds" measured from the time call entered the service numbers

  • All calls which were offered to the service numbers

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

Number Offered

Include Page
AcdB - AcdGetGroupCalls_GroupServiceNumber
AcdB - AcdGetGroupCalls_GroupServiceNumber

Number Answered

Include Page
B - AcdGetAgentCalls_ServiceNumbers
B - AcdGetAgentCalls_ServiceNumbers


Answered in Service Calls

Include Page
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber

Answered not in Service Calls

This column is the result of the following calculation:
Number Answered - Answered in Service Calls

Hungup <= 

Group_CallerHangupCallsTotal

Include Page
AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber
AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber

Lost Calls

This column is the result of the following calculation:
Number Offered - Number Answered - Hungup <=

Quote Accessibility

This column is the result of the following calculation:
Number Answered * 100 / Number Offered

Quote Hangups

This column is the result of the following calculation:
Hungup <= * 100 / Number Offered

Quote Lost Calls

This column is the result of the following calculation:
Lost Calls * 100 / Number Offered

Service Level

This column is the result of the following calculation:
Answered in Service Calls / Number Offered

ACD-S-002-02 Columns

Total Calls Inbound

Total Availability %

Ratio between the total number of callers minus the 5 seconds -hangers in relation to the processed inbound calls in percent

calculation:  answered  Calls inbound x 100 / (total calls Inbound - Inbound 5-sec)

Total Calls Inbound

The total number of inbound calls
Total Calls Inbound

Total Calls Outbound

The total number of outbound calls
Total Calls Outbound

Inbound 5 Seconds

The number of inbound calls that have dropout less than 5 seconds

5 seconds dropout after calling the system (regardless of whether it was hung up in the IVR or in the ACD)

StatisticsPartA
dtCallConnect IS NULL
    - TRUE IF dtCallEnd - dtCallStart <= 5 seconds
dtCallConnect IS NOT NULL
    - TRUE IF dtCallEnd - dtCallConnect <= 5 seconds

Answered Calls Inbound

The total number of answered inbound calls
Answered Calls Inbound - acdb.dtAgentConnect IS NOT NULL

Answered Calls Outbound

The total number of answered outbound calls
Answered Calls Outbound - acdb.dtAgentConnect IS NOT NULL

Voicemail Calls

Calls which resulted in a voicemail being left
acdb.AcdGroupActionTypesID = 3

Callback Calls

Calls which resulted in a callback request being left

acdb.AcdGroupActionTypesID IN (8, 10, 11, 12) OR ( e.AcdEventTypesID = 3 )

P. S. AcdGroupActionTypesID 10 is for "Request Callback or Voice-Mail" so if we have this rule action type, it will be counted as a Callback call.

Average Waiting time

Average waiting time

Average waiting time of answered calls, from entry into the ACD group.

If dtAgentConnect IS NOT NULL

dtGroupStart - dtGroupActionStart

Else

dtGroupStart - dtGroupEnd

Average Call time Inbound

The Average of Call time Inbound
AVG(dtCallConnect - dtCallEnd)

Average Call time Outbound

The Average of Call time Outbound

If dtWhisperEnd IS NULL

AVG(dtCallConnect - dtCallEnd)

Else

AVG(dtWhisperEnd - dtCallEnd)


ACD-S-002-02 Lines

Total 

Total:

Total sum of the respective column values

calculation: addition of the respective column values

Average

Total Availability %

Overall average per column

calculation: total Inbound calls handled x 100 / (total Inbound calls - Inbound 5-sec)


Average Waiting time

Overall average per column

calculation: total number of waiting times divided by the total number of Inbound calls. (Average between the total average waiting time and the total number of incoming calls).


Average call time inbound

Overall average per column

calculation: average total divided by total number of Inbound Calls answered


Average call time outbound

Overall average per column

calculation: average total divided by total number of Outbound Calls handled

 





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