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DescriptionThis report contains aggregated data for incoming calls to the selected ACD groups and service numbers over the time period and granularity chosen. Data is aggregated over the selected ACD groups and service numbers, and not presented individually per group or per service number.
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Improvement possibilities in my opinion
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Selection Criteria
Service Level CalculationThe service level calculation in this report considers:
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Output Formats
This report is optimised for the following output formats: PDF HTML
Sample Execution (Input) |
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→ Sample Report (Output)ColumnsThe following columns are provided. |
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Legend |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetGroupCalls_GroupServiceNumber |
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| spaceKey | JPW |
| scrollEditorDisplayTitle | AcdB - AcdGetGroupCalls_GroupServiceNumber |
| scrollPageId | 2D881E6B0177B617CC6683EB198EF80E |
In Service Calls
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
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Criteria Used (see also AcdB - ACD Groups KPIs)
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Description
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bOutbound = 0
( dtAgentConnect - dtGroupStart ) <= ServiceLevelSeconds
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All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent within (less than or equal to) the specified ServiceLevelSeconds.
If ServiceLevelSeconds is 0, then this value is set to all calls connected to agents (i.e. ServiceLevelSeconds is ignored).
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Not In Service Calls
AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
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Criteria Used (see also AcdB - ACD Groups KPIs)
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Description
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dtAgentConnect IS NOT NULL
( acdb.dtAgentConnect - acdb.dtGroupStart ) > ServiceLevelSeconds
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All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent outside of the specified ServiceLevelSeconds.
If ServiceLevelSeconds is 0, then this value is 0.
Hungup Calls <=
AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
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Criteria Used (see also ACD Groups KPIs (AcdB))
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Description
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bOutbound = 0
bCallerHangup = 1
dtAgentConnect IS NULL
AcdGroupEndReasonsID IN ( 1, 2, 3, 4 )
( dtGroupEnd - dtGroupStart ) <= HangupSeconds
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All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue within the sepcified HangupSeconds.
See also Table Reference - AcdGroupEndReasons.
Calls - Offered
Calls - In Service
Calls - Not In Service
Calls - Hungup <=
Calls - Hungup >
Calls - Error |
Hungup Calls >
AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue after the sepcified HangupSeconds. See also Table Reference - AcdGroupEndReasons. |
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Calls - Queue Closed
Calls - Queue Full
Calls - Queue Timeout
Calls - Queue Leave
Calls |
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AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call was handled by a rule at one of the specified AcdGroupEndReasons: Group Start, Routing Application, Queue, Queue No Agents, Queue All Tried. See also Table Reference - AcdGroupEndReasons. |
Queue Full Calls
AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
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Criteria Used (see also ACD Groups KPIs (AcdB))
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Description
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bOutbound = 0
AcdGroupEndReasonsID IN (105, 205)
dtAgentConnect IS NULL
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All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call could not enter the queue because the queue was full.
See also Table Reference - AcdGroupEndReasons.
Queue Timeout Calls
AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call left the queue becasue the configured queue timeout was reached. See also Table Reference - AcdGroupEndReasons. |
Queue Leave Calls
AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber
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Criteria Used (see also ACD Groups KPIs (AcdB))
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Description
- Busy
Answer Time - Ø Duration
Answer Time - Maximum Duration
Hang Up Time - Ø Duration
Hang Up Time - Maximum Duration
Talk Time - Ø Duration
Talk Time - Maximum Duration
Occupancy (%)
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DescriptionCe rapport contient des données agrégées pour les appels entrants vers les groupes ACD et les numéros de service sélectionnés sur la période et la granularité choisies. Les données sont agrégées sur les groupes ACD et numéros de service sélectionnés, et ne sont pas présentées individuellement par groupe ou par numéro de service.
Calcul du niveau de serviceLe calcul du niveau de service dans ce rapport prend en compte:
Exemple d'exécution (entrée) → Exemple de rapport (sortie)ColonnesLes colonnes suivantes sont fournies. Légende
Appels - Offerts
Appels - En service
Appels - Hors service
Appels - Raccrochage <=
Appels - Raccrochage >
Appels - Erreur
Appels - File d'attente fermée
Appels - File d'attente pleine
Appels - Délai d'attente
Appels - Sortie de file d'attente
Appels - Occupé
Temps de réponse - Ø Durée
Temps de réponse - Durée maximale
Temps de raccrochage - Ø Durée
Temps de raccrochage - Durée maximale
Temps de parole - Ø Durée
Temps de parole - Durée maximale
Occupation (%)
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acdb.bOutbound = 0
acdb.AcdGroupEndReasonsID = 109
acdb.dtAgentConnect IS NULL
acdb.AcdGroupActionTypesID IS NULL
All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call left the queue because the caller pressed a valid DTMF whilst in the queue which was associated with a rule configured at the checkpoint “Queue Leave on DTMF” which was then executed..
See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes .
Busy Calls
AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the system hungup the call when executing a defined group rule or when there was no rule however one would have been required to continue processing. See also Table Reference - AcdGroupEndReasons. |
Average Answer Time
AcdB - AcdGetAnswerDuration_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The time difference between |
Maximum Answer Time
AcdB - AcdGetAnswerDurationMax_GroupServiceNumber
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Criteria Used (see also ACD Groups KPIs (AcdB))
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Description
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acdb.bOutbound = 0
acdb.dtAgentConnect IS NOT NULL
MAX (acdb.dtGroupStart - acdb.dtAgentConnect)
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The longest interaction between a caller and an agent or a destination in the selected ACD groups and via the selected service numbers within a particular time slice.
Average Hang Up Time
AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The time difference between See also Table Reference - AcdGroupEndReasons. |
Maximum Hang Up Time
AcdB - AcdGetCallerHangupCallsDurationMax_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The maxumum time difference between See also Table Reference - AcdGroupEndReasons. |
Average Talk Time
AcdB - AcdGetCallDuration_GroupServiceNumber
This KPI references all data from the StatisticsPartB table (agent calls) for each found entry in the AcdStatisticsPartB table. This enables the times agents were actually connected with callers to be measured.
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The time difference between |
Maximum Talk Time
AcdB - AcdGetCallDurationMax_GroupServiceNumber
This KPI references all data from the StatisticsPartB table (agent calls) related to seleected service numbers for each found entry in the AcdStatisticsPartB table. This enables the times agents were actually connected with callers to be measured.
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Criteria Used (see also ACD Groups KPIs (AcdB))
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Description
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acdb.bOutbound = 0
b.CONNRES = 1
b.dtCallConnect IS NOT NULL
b.dtWhisperEnd IS NULL
b.UsersID IS NOT NULL
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The maximum time difference between b.dtCallConnect or b.dtWhisperEnd (whichever is not NULL and later) and b.dtCallEndfor calls answered by agents (UsersID NOT NULL).
Occupancy
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Formula Used
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Description
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Occupancy = CallTimeTotal*100 / TotalAgentLoginTime
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