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DescriptionThis report contains |
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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....
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subtle | true |
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title | PDF |
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subtle | true |
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colour | Blue |
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title | HTML |
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Columns
The following columns are provided.
Legend
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Table
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Alias
cumulated per time slice over selected groups and service numbers within a particular time slice. ColumnsThe following columns are provided. LegendCounter - Received Include Page |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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Counter - Taken Formula | Description |
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(Calls Taken directly) + ( Calls Taken indirectly) | All inbound calls which entered an ACD group and service number within a particular time slice and which were connected to an agent. |
Counter - Taken directly Include Page |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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Counter - Taken indirectly Include Page |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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|
Counter - Aborted Include Page |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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Counter - Transferred Include Page |
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| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
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| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
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Percent - Service LevelFormula | Description |
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CallsInService * 100 / CallsOfferredWithoutShortHangups | The ratio between calls taken directly and calls offered without short hangups. |
Percent - EfficiencyFormula | Description |
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CallsTaken * 100 / CallsOfferredWithoutShortHangups | The percentage between calls taken and calls offered without short hangups. |
Percent - AbortedFormula | Description |
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CallsBroken * 100 / CallsOfferred | The percentage between calls broken and calls offered. |
Duration - Longest Time in queue Include Page |
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| AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
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| AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
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Duration - Longest Time waiting until abort Include Page |
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| AcdB - AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
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| AcdB - AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
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Duration - Call Include Page |
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| AcdB - AcdGetCallDuration_GroupServiceNumber |
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| AcdB - AcdGetCallDuration_GroupServiceNumber |
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Duration - Post Call Include Page |
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| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
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| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
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Average Duration - Answer TimeFormula | Description |
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AnswerTimeTotal / AnswerTimeCalls | The total answer time duration divide by the number of calls answered. |
Average Duration - Call TimeFormula | Description |
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DurationTimeCall / CallsOfferred | The total call time duration divided by the number of calls offered. |
Average Duration - Post CallFormula | Description |
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DurationPostCall / CallsOfferred | The total post call time duration divided by the the number of calls offered. |
Average Duration - Total Handling TimeThe average between this KPI and the total number of calls taken. Include Page |
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| AcdB - AcdGetDurationEdit_GroupServiceNumber |
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| AcdB - AcdGetDurationEdit_GroupServiceNumber |
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DescriptionCe rapport contient les appels entrants cumulés par tranche de temps sur les groupes et les numéros de service sélectionnés dans une tranche de temps particulière. ColonnesLes colonnes suivantes sont fournies. Légende |
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Compteur - Reçu Include Page |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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| AcdB - AcdGetGroupCalls_GroupServiceNumber |
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Compteur - Pris Formule | Description |
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(Appels Pris directement) + ( Appels: Pris indirectement) | Tous les appels entrants qui sont entrés dans un groupe ACD et un numéro de service dans une tranche de temps particulière et qui ont été connectés à un agent. |
Compteur - Pris directement Include Page |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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|
Compteur - Pris indirectement Include Page |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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Compteur - Abandonné Include Page |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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Compteur - Transféré Include Page |
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| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
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| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
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Pourcentage - Niveau de serviceFormule | Description |
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CallsInService * 100 / CallsOfferredWithoutShortHangups | Le rapport entre les appels pris directement et les appels offerts sans raccrochage court. |
Pourcentage - EfficacitéFormule | Description |
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CallsTaken * 100 / CallsOfferredWithoutShortHangups | Le pourcentage entre les appels pris et les appels offerts sans courts raccrochages. |
Pourcentage - AvortéFormule | Description |
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CallsBroken * 100 / CallsOfferred | Le pourcentage entre les appels brisés et les appels offerts. |
Durée - Temps le plus long dans la file d'attente Include Page |
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| AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
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| AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
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Durée - Temps d'attente le plus long jusqu'à l'abandon Include Page |
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| AcdB - AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
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| AcdB - AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
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Durée - Appel Include Page |
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| AcdB - AcdGetCallDuration_GroupServiceNumber |
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| AcdB - AcdGetCallDuration_GroupServiceNumber |
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Durée - après l'appel Include Page |
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| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
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| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
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Durée moyenne - Temps de réponseFormule | Description |
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AnswerTimeTotal / AnswerTimeCalls | La durée totale du temps de réponse divisée par le nombre d'appels traités. |
Durée moyenne - Temps d'appelFormule | Description |
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DurationTimeCall / CallsOfferred | La durée totale de l'appel divisée par le nombre d'appels offerts. |
Durée moyenne - après l'appelFormule | Description |
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DurationPostCall / CallsOfferred | La durée totale du après-appel divisée par le nombre d'appels offerts. |
Average - Duration - Total Temps de traitementLa moyenne entre ce KPI et le nombre total d'appels pris. Include Page |
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| AcdB - AcdGetDurationEdit_GroupServiceNumber |
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| AcdB - AcdGetDurationEdit_GroupServiceNumber |
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