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DescriptionThis 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. It also contains the total number of incoming calls connected to an agent (see also AcdB - AcdGetTotalAgents_Group), the total number of “callback“ media events (see also AcdB - AcdGetCallBackCalls_Group ), and the total number of “voicemails“ media events (see also AcdB - AcdGetVoiceMailCalls_Group ) created during the call flow. Status |
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subtle | true |
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colour | Yellow |
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title | Caution |
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| : 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. |
This report is optimised for the following output formats:
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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. LegendØ Number Agents Include Page |
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| AcdB - AcdAverageNumberAgents_Group |
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| AcdB - AcdAverageNumberAgents_Group |
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Calls - Total Calls Include Page |
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| AcdB - AcdGetCalls_Group |
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| AcdB - AcdGetCalls_Group |
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Calls - Maximum Parallel Calls Include Page |
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| AcdB - AcdGetParallelCallsMax_Group |
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| AcdB - AcdGetParallelCallsMax_Group |
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Calls - Transferred Calls into Groups Include Page |
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| AcdB - AcdGetTranferredCalls_Group |
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| AcdB - AcdGetTranferredCalls_Group |
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Calls - ACD Post Calls Include Page |
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| AcdB - AcdGetPostCallCount_Group |
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| AcdB - AcdGetPostCallCount_Group |
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In Service - Quantity Include Page |
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| AcdB - AcdGetInServiceCallsByParam_Group |
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| AcdB - AcdGetInServiceCallsByParam_Group |
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In Service - % Persent |
...
AcdGetInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls in service and the number of |
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incalls calls connected to agents. |
Not In Service - Quantity Include Page |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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Not In Service - % Persent |
...
AcdGetNotInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls not in service and the number of |
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inbound calls connected to agents. |
Hungup <= - Quantity Include Page |
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| AcdB - AcdGetInTimeHangupCalls_Group |
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| AcdB - AcdGetInTimeHangupCalls_Group |
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Hungup <= - % Persent |
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AcdGetInTimeHangupCalls_Group * 100 / |
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AcdGetCalls_Group | Ratio between the number of calls hungup before the hungup threshold and the total number of inbound calls routed to ACD groups. |
Hungup > - Quantity Include Page |
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| AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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Hungup > - % Persent |
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AcdGetNotInTimeHangupCallsByParam_Group * 100 / |
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AcdGetCalls_Group | Ratio between the number of calls hungup after the hungup threshold and the total number of inbound calls routed to ACD groups. |
Ringing Incoming Time - Total Duration (From a system perspective) Include Page |
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| AcdB - AcdGetRingingIncomingDuration_Group |
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| AcdB - AcdGetRingingIncomingDuration_Group |
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Ringing Incoming Time - Ø Duration (From a system perspective) Include Page |
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| AcdB - AcdGetRingingIncomingDurationAvg_Group |
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| AcdB - AcdGetRingingIncomingDurationAvg_Group |
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Ringing Agent Time - Total Duration (From an agent's perspective) Include Page |
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| AcdB - AcdGetRingingDuration_Group |
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| AcdB - AcdGetRingingDuration_Group |
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Ringing Agent Time - Ø Duration (From an agent's perspective) Include Page |
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| AcdB - AcdGetRingingDurationAvg_Group |
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| AcdB - AcdGetRingingDurationAvg_Group |
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Total Agents - Ø Duration Include Page |
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| AcdB - AcdGetTotalAgents_Group |
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| AcdB - AcdGetTotalAgents_Group |
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Total Voicemails - Max. Duration Include Page |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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Number Call Back - Quantity Include Page |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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Hangups before - Quantity Include Page |
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| AcdB - AcdGetHangupsBeforeQueue_Group |
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| AcdB - AcdGetHangupsBeforeQueue_Group |
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Hungups queue - Quantity Include Page |
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| AcdB - AcdGetHangupsQueue_Group |
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| AcdB - AcdGetHangupsQueue_Group |
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Not Offered Calls - Quantity Include Page |
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| AcdB - AcdGetTotalOtherCalls_Group |
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| AcdB - AcdGetTotalOtherCalls_Group |
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DescriptionCe 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. Il contient également le nombre total d'appels entrants connectés à un agent (voir aussi AcdB - AcdGetTotalAgents_Group), le nombre total d'événements média "callback" (voir aussi AcdB - AcdGetCallBackCalls_Group ), et le nombre total d'événements médiatiques " messages vocaux " (voir également AcdB - AcdGetVoiceMailCalls_Group ) créés pendant le flux d'appels. Status |
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subtle | vrai |
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colour | Yellow |
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title | Attention |
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| 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.ColonnesLes colonnes suivantes sont fournies. LégendeØ Numéro Agents Include Page |
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| AcdB - AcdAverageNumberAgents_Group |
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| AcdB - AcdAverageNumberAgents_Group |
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Appels - Total des appels Include Page |
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| AcdB - AcdGetCalls_Group |
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| AcdB - AcdGetCalls_Group |
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Appels - Appels parallèles maximum Include Page |
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| AcdB - AcdGetParallelCallsMax_Group |
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| AcdB - AcdGetParallelCallsMax_Group |
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Appels - Appels transférés dans des groupes Include Page |
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| AcdB - AcdGetTranferredCalls_Group |
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| AcdB - AcdGetTranferredCalls_Group |
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Appels - Après Appels ACD Include Page |
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| AcdB - AcdGetPostCallCount_Group |
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| AcdB - AcdGetPostCallCount_Group |
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En service - Quantité Include Page |
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| AcdB - AcdGetInServiceCallsByParam_Group |
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| AcdB - AcdGetInServiceCallsByParam_Group |
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En service - % persistantFormule | Description |
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AcdGetInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Rapport entre le nombre d'appels en service et le nombre d'appels en cours connectés aux agents. |
Include Page |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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En service - % persistantFormule | Description |
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AcdGetNotInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Rapport entre le nombre d'appels qui ne sont pas en service et le nombre d'appels entrants connectés aux agents. |
Raccrochage <= - Quantité Include Page |
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| AcdB - AcdGetInTimeHangupCalls_Group |
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| AcdB - AcdGetInTimeHangupCalls_Group |
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Raccrochage <= - % persistantFormule | Description |
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AcdGetInTimeHangupCalls_Group * 100 / AcdGetCalls_Group | Rapport entre le nombre d'appels raccrochés avant le seuil de raccrochage et le nombre total d'appels entrants acheminés vers des groupes ACD. |
Hungup > - Quantité Include Page |
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| AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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Raccrochage > - % persistantFormule | Description |
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AcdGetNotInTimeHangupCallsByParam_Group * 100 / AcdGetCalls_Group | Rapport entre le nombre d'appels raccrochés après le seuil de raccrochage et le nombre total d'appels entrants routés vers des groupes ACD. |
Durée de la sonnerie entrante - Durée totale (du point de vue du système) Include Page |
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| AcdB - AcdGetRingingIncomingDuration_Group |
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| AcdB - AcdGetRingingIncomingDuration_Group |
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Durée de la sonnerie entrante - Ø Durée (du point de vue du système) Include Page |
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| AcdB - AcdGetRingingIncomingDurationAvg_Group |
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| AcdB - AcdGetRingingIncomingDurationAvg_Group |
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Temps de sonnerie de l'agent - Durée totale (du point de vue de l'agent) Include Page |
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| AcdB - AcdGetRingingDuration_Group |
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| AcdB - AcdGetRingingDuration_Group |
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Temps de sonnerie de l'agent - Ø Durée (du point de vue de l'agent) Include Page |
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| AcdB - AcdGetRingingDurationAvg_Group |
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| AcdB - AcdGetRingingDurationAvg_Group |
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Total Agents - Ø Durée Include Page |
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| AcdB - AcdGetTotalAgents_Group |
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| AcdB - AcdGetTotalAgents_Group |
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Total des messages vocaux - Max. Durée Include Page |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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Raccrochage Numéro - Quantité Include Page |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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Raccrochages avant - Quantité Include Page |
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| AcdB - AcdGetHangupsBeforeQueue_Group |
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| AcdB - AcdGetHangupsBeforeQueue_Group |
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Raccrochages file d'attente - Quantité Include Page |
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| AcdB - AcdGetHangupsQueue_Group |
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| AcdB - AcdGetHangupsQueue_Group |
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Appels non offerts - Quantité Include Page |
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| AcdB - AcdGetTotalOtherCalls_Group |
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| AcdB - AcdGetTotalOtherCalls_Group |
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