...
| language | en |
|---|
| Table of Contents | ||||||
|---|---|---|---|---|---|---|
|
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 | ||||
|---|---|---|---|---|
|
Number Answered
| Include Page | ||||
|---|---|---|---|---|
|
Answered in Service Calls
| Include Page | ||||
|---|---|---|---|---|
|
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 | ||||
|---|---|---|---|---|
|
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 Availability %
| 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 |
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 - dtAgentConnect |
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: average total number of waiting times divided by the total number of answered Inbound calls by agent. |
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
|
| Table of Contents | ||||||
|---|---|---|---|---|---|---|
|
...
| language | fr |
|---|
| Table of Contents | ||||||
|---|---|---|---|---|---|---|
|
Description
Ce rapport contient des données agrégées pour les appels entrants vers les numéros de service sélectionnés sur la période et la granularité choisies. Les données sont regroupées par granularité puis par numéro de service.
N. B. ACD-S-002-02 contient le numéro de facturation et le nom du numéro de service en plus du numéro de service. Ainsi que quelques colonnes supplémentaires expliquées en bas.
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 numéros de service.
Tous les appels qui ont été proposés aux numéros de service
Exemple d'exécution (entrée) → Exemple de rapport (sortie)
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
...
Numéro offert
...
Nombre de réponses
...
Répondus aux appels de service
...
Répondus pas dans les appels de service
...
Raccrochage <=
Group_CallerHangupCallsTotal
...
Appels perdus
...
Accessibilité des devis
...
Accrochage des citations
...
Devis Appels perdus
...
Niveau de service
...
Colonnes pour ACD-S-002-02
Total des appels entrants
...
Le nombre total d'appels entrants
...
Total des appels sortants
...
Le nombre total d'appels sortants
...
Entrant 5 secondes
...
Le nombre d'appels entrants qui ont perdu moins de 5 secondes
...
5 secondes de décrochage après avoir appelé le système (qu'il ait été raccroché dans l'IVR ou dans l'ACD)
StatisticsPartA
dtCallConnect IS NULL
- TRUE IF dtCallEnd - dtCallStart <= 5 seconds
dtCallConnect IS NOT NULL
- TRUE IF dtCallEnd - dtCallConnect <= 5 seconds
Appels entrants répondus
...
Le nombre total d'appels entrants répondus
...
Appels sortants répondus
...
Le nombre total d'appels sortants répondus
...
Appels de messagerie vocale
...
Appels ayant entraîné le dépôt d'un message vocal
...
Callback Calls
...
Appels ayant donné lieu à une demande de rappel
...
acdb.AcdGroupActionTypesID IN (8, 10, 11, 12) OR ( e.AcdEventTypesID = 3 )
N. B. AcdGroupActionTypesID 10 est pour "Demande de rappel ou de messagerie vocale", donc si nous avons ce type d'action de règle, il sera compté comme un appel de rappel.
Temps d'attente moyen
...
Temps d'attente moyen
...
Temps d'attente moyen des appels répondus, depuis l'entrée dans le groupe ACD.
If dtAgentConnect IS NOT NULL
dtGroupStart - dtGroupActionStart
Else
dtGroupStart - dtGroupEnd
Durée moyenne des appels entrants
...
La moyenne du temps d'appel entrant
...
Durée moyenne des appels sortants
...
La moyenne du temps d'appel sortant
...
If dtWhisperEnd IS NULL
AVG(dtCallConnect - dtCallEnd)
Else
AVG(dtWhisperEnd - dtCallEnd)
...