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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.

P. S. ACD-G-002-02, instead of containing the data of all selected ACD-Groups in one table, consist of one table per selected ACD-Group. The tables contain the same fields and are listed horizontally.

P. S. ACD-G-002-03 have an additional column "Line" containing the name of the Acd group.

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
AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin)login

Calls - Offered

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

Calls - In Service

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

Calls - Not In Service

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

Calls - Hungup <=

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

Calls - Hungup >

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

Calls - Number of Call Backs

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallbackVoiceMailBooked_GroupServiceNumber
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber
scrollPageId2D881E6B0177DED3F6E92D6874FECBD1

Calls - Error

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

Calls - Queue Closed


scrollEditorUrl
Include+
https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumberspaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
scrollPageId2D881E6B0177E4FB0A4E64A43CC6BBB8

Calls - Queue Full

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
scrollPageId2D881E6B0177E4FE826A74C3396061F4

Calls - Queue Timeout

scrollEditorUrl
Include+
https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumberspaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
scrollPageId2D881E6B0177E50988EB10205BA2D116

Calls - Busy

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
scrollPageId2D881E6B0177E513B94A5E847626D968

Calls -

Accessibility

Availability

This column is the result of the following calculation:
( In Service + Not In Service ) * 100.0 / Offered

Calls - Service Level

This column is the result of the following calculation:
In Service * 100.0 / Offered

Answer Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

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

Hang Up Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Include+
scrollEditorDisplayTitle
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallerHangupCallsDuration_GroupServiceNumber
spaceKeyJPW
AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumberscrollPageId2D881E6B0177DF2131D7D6EC0B5D5DD6

Talk Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

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

Post Call Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Include+
scrollEditorDisplayTitle
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber
spaceKeyJPW
AcdB - AcdGetCallDuration_GroupServiceNumberscrollPageId2D881E6B0177DF16C1667FB3179FA4FA

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Sv translation
languagefr

Table of Contents
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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
subtletruevrai
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.

N. B. ACD-G-002-02, au lieu de contenir les données de tous les groupes ACD sélectionnés dans un seul tableau, consiste en un tableau par groupe ACD sélectionné. Les tables contiennent les mêmes champs et sont répertoriées horizontalement.

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
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
AcdStatisticsLogin (Voir aussi Tableau de référence - AcdStatisticsLogin)connexion

Appels -

Offert

Offerts

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scrollEditorDisplayTitleAcdB - AcdGetGroupCalls_GroupServiceNumber
scrollPageId2D881E6B0177B617CC6683EB198EF80E

Appels - En service

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scrollEditorDisplayTitle
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInServiceCallsByParam_GroupServiceNumber
spaceKeyJPW
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumberscrollPageId2D881E6B0177B63B1449A2277FA1CC50

Appels - Hors service

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

Appels - Raccrochage <=

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
scrollPageId2D881E6B0177DF44A88B63A9200DF49A

Appels - Raccrochage >

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

Appels - Nombre de rappels

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallbackVoiceMailBooked_GroupServiceNumber
Include+
scrollEditorUrl
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber
scrollPageId2D881E6B0177DED3F6E92D6874FECBD1

Appels - Erreur

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

Appels - File d'attente fermée


https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
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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 - Délai d'attente

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
Include+
scrollEditorUrl
scrollEditorDisplayTitle
spaceKeyJPW
AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumberscrollPageId2D881E6B0177E50988EB10205BA2D116

Appels - Occupé

Include+
scrollEditorDisplayTitle
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
spaceKeyJPW
AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumberscrollPageId2D881E6B0177E513B94A5E847626D968

Appels - Accessibilité

Cette colonne est le résultat du calcul suivant:
( In Service + Not In Service ) * 100.0 / Offered

Appels - Niveau de service

Cette colonne est le résultat du calcul suivant:
In Service * 100.0 / Offered

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
spaceKeyJPW
scrollEditorDisplayTitleAcdB - AcdGetAnswerDuration_GroupServiceNumber
scrollPageId2D881E6B01783ADE487980F17C2CB70F

Temps de raccrochage - Ø Durée et durée max. Durée

La durée moyenne et maximale du KPI suivant :

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scrollEditorUrlhttps://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallerHangupCallsDuration_GroupServiceNumber
spaceKeyJPWscrollEditorDisplayTitleAcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
scrollPageId2D881E6B0177DF2131D7D6EC0B5D5DD6

Temps de conversation - Ø Durée et durée maximale. Durée

La durée moyenne et maximale du KPI suivant :

https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber
Include+
scrollEditorUrl
scrollEditorDisplayTitle
spaceKeyJPW
AcdB - AcdGetCallDuration_GroupServiceNumberscrollPageId2D881E6B0177DF16C1667FB3179FA4FA

Temps Après Appel - Ø Durée et Max. Durée

La durée moyenne et maximale du KPI suivant :

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

Table of Contents
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