Versions Compared

Old Version 50

changes.mady.by.user jtel Support

Saved on

compared with

New Version Current

changes.mady.by.user jtel Support

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Comment: Removed translated content for 'fr'

Supervisor - Header Settings

Sv translation
languageen

Table of Contents
maxLevel2
outlinetrue
typeflat

Info
titleImprovement possibilities in my opinion
VariableWertValue
$SERVICE_LEVEL_SECONDS

Image Modified

$STATISTICS_FROM_HOUR

Image Modified

$STATISTICS_FROM_MINUTE

Image Modified

$SHORT_HANGUP_SECONDS

Image Modified

$SERVICE_QUOTA_PERCENT

Image Modified

Daily Statistics - ACD Group (AcdStatisticsPartB)

ValueComment
SourceAcdStatisticsPartB (Cache)
Query
DataCache_AcdGroups_TodaysAcdStatisticsPartB.sql
RestrictionFor the current ACD group, only completed calls.
MeaningClosed calls for the respective ACD group.

Supervisor - Today's Statistics -

ACD Group

Agent Calls

Caption
Value
Meaning
Comment

Meaning Totals

Criteria Used1

Waiting Time Max.

(TodayWaitingTimeMax)

Maximum Waiting Time for completed calls, from the perspective of the ACD Group. That means only the waiting time in the respective ACD group is considered.

The waiting time is measured before the entry in the ACD group until:

  • Connection to an agent, if connected
  • otherwise until the execution of the first group rule (for example the recording of Voice Mail)
  • otherwise until the exit of the ACD Group (Call End or Overflow)

The maximum value of the column “Waiting Time Max”.

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
spaceKeyJPW
scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
scrollPageId0A2A8004017279244CDC653A0E6EDE52

MAX( dtAgentConnect - dtGroupStart ) IF dtAgentConnect IS NOT NULL

OR MAX( dtGroupActionStart - dtGroupStart ) IF dtGroupActionStart IS NOT NULL

OR MAX( dtGroupEnd - dtGroupStart ) IF dtGroupEnd IS NOT NULL

2

Waiting Time Ø

Average waiting time for closed calls. The calculation is carried out analogously to the maximum waiting time.

The sum of the total waiting time for all displayed ACD groups divided by the sum “total calls”.

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
spaceKeyJPW
scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
scrollPageId0A2A8004017279244CDC653A0E6EDE52

AVR( dtAgentConnect - dtGroupStart ) IF dtAgentConnect IS NOT NULL

OR AVR( dtGroupActionStart - dtGroupStart ) IF dtGroupActionStart IS NOT NULL

OR AVR( dtGroupEnd - dtGroupStart ) IF dtGroupEnd IS NOT NULL

3

Duration (All) Max.

(TodayGroupCallsTimeMax)

The maximum retention time in the ACD Group for all calls, measured from the time of the entrance in the ACD group until the exit of the ACD group (independent of the reason).

The maximum value of the column “Duration (All) Max”.

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
spaceKeyJPW
scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
scrollPageId0A2A8004017279244CDC653A0E6EDE52

MAX( dtGroupEnd - dtGroupStart )

4

Duration (All) Ø

The average retention time in the ACD Group for all calls. The calculation is carried out analogously to the Duration (All) Max.

Sum of all times of the calls today divided by the number of calls today.

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
spaceKeyJPW
scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
scrollPageId0A2A8004017279244CDC653A0E6EDE52

AVG( dtGroupEnd - dtGroupStart )

5

Calls Total

(TodayGroupCalls)

Number of all received calls in this ACD group with regard to the group entrance (if a call enters the ACD group by several forwardings or overflows, it will be calculated several times).

The sum of the calls for all displayed ACD groups.

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
spaceKeyJPW
scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
scrollPageId0A2A8004017279244CDC653A0E6EDE52

6

Calls Control

The number Control is the sum of the columns:

  • Calls-Agents
  • Calls - Busy
  • Hangup Announcement- Total
  • Short Hangups- Total
  • Hangup Queue- Total
  • Overflow - Queue Timeout
  • Calls - Other

and serves for control of the number “Calls - Total”.

If the system works correctly, the numbers “Calls - Control” and “Calls - Total” are equal.

The calculated sum of the total row of the columns:

  • Calls-Agents
  • Calls - Busy
  • Hangup Announcement- Total
  • Short Hangups- Total
  • Hangup Queue- Total
  • Overflow - Queue Timeout
  • Calls - Other

and serves for control of the number “Calls - Total”.

If the system works correctly the sum “Calls - Control” is equal to the sum “Calls - Total”.

( TodayAgentCalls

+TodayDroppedByACDBusyCalls

+TodayHangupAnnouncementCalls

+TodayShortHangupCalls

+TodayHangupQueueCalls

+TodayOverflowQueueTimeoutCalls

+TodayOtherCalls )

7

Overflow Level

(OverflowLevelIndicator)

I cannot describe because I don't unterstand what it does

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
spaceKeyJPW
scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
scrollPageId0A2A8004017279244CDC653A0E6EDE52

MAX( nOverflowLevelIndicator )

8

Overflow Out

(OverflowCallsOutToOtherGroup)

Calls which overflowed from these groups to others groups of the extended group search.

→ I'm uncertain if this description is correct - third party review necessary.

The sum of the column "Overflow Out".

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
spaceKeyJPW
scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
scrollPageId0A2A8004017279244CDC653A0E6EDE52

AND ExtendedGroupSearchAcdGroupsID IS NOT NULL

AND ExtendedGroupSearchAcdGroupsID NOT IN ( $ACDGROUPSIDS )

9

Overflow In

(OverflowCallsInFromOtherGroup)

Calls which overflowed from groups of the extended group search to these groups.

→ I'm uncertain if this description is correct - third party review necessary.

The sum of the column "Overflow In".

ExtendedGroupSearchAcdGroupsID IN ( $ACDGROUPSIDS )

AND AcdGroupsID NOT IN ( $ACDGROUPSIDS )

AND dtGroupEnd IS NOT NULL 

10

Calls Agents

(TodayAgentCalls)

Calls which entered the ACD group and were connected to an agent (after whisper).

The sum of the column “ Calls Agents”.

Include+
scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
spaceKeyJPW
scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
scrollPageId0A2A8004017279244CDC653A0E6EDE52

AND dtAgentConnect IS NOT NULL

11

Unanswered Calls

12

Rejected Calls

(TodayRejectCalls)

Calls which entered the ACD group but were not connected to the agent because he was busy  (Cause for code 17),

The sum of the column "Calls Rejected"

acdb.AcdGroupsID IN ( $ACDGROUPSIDS )

AND a.bOutbound = 0

AND a.CauseCodesID = 17

a.dtCallConnect IS NULL

13

Outbound Total

(TodayOutboundTotalCalls)

Outgoing calls - initiated by a dialer or a click to dial - from this ACD group.The sum of the column "Outbound Total"

acdb.dtGroupEnd IS NOT NULL

AND acdb.bOutbound = 1

14

Outbound Campaign

(TodayOutboundCampaignCalls)

Outgoing calls - initiated by a dialer - from this ACD group.The sum of the column "Outbound Campaign"

acdb.dtGroupEnd IS NOT NULL

AND acdb.bOutbound = 1

AND a.DiallerCampaignsID IS NOT NULL 

15

Outbound Click To Dial

(TodayOutboundClickToDialCalls)

Outgoing calls - initiated by a click to dial - from this ACD group.The sum of the column "Outbound Click To Dial"

acdb.dtGroupEnd IS NOT NULL

AND acdb.bOutbound = 1

AND a.DiallerCampaignsID IS NULL

16

Calls - Busy

(TodayDroppedByACDBusyCalls)

Source
AcdStatisticsPartB, StatisticsPartB (CACHE)
Query
DataCache_AcdGroups_TodaysStatisticsPartB.sql
RestrictionFor the displayed ACD group, only completed calls.
MeaningCompleted agent calls assigned to the respective ACD group

Supervisor - Today's Statistics - PBX Calls (StatisticsPartTI )

ValueComment
Source
StatisticsPartTI (CACHE)
Query
DataCache_PBX_TodaysStatisticsPartTI.sql
RestrictionFor the TK Users
MeaningOutbound Calls from PBX to external destinations

Supervisor - Today's Statistics - ACD Group

Column File: AcdSupervisor.Wallboard.Statistics.#{column.name}.xhtml

Caption

Meaning

Meaning Totals

Criteria Used

Group Name

AcdGroupsName

Name of the ACD group

Group Number

AcdGroupsNumber

Number of the ACD group

Waiting Time Max.

WaitingTimeMax

Maximum Waiting Time for completed calls, from the perspective of the ACD Group. That means only the waiting time in the respective ACD group is considered.

The waiting time is measured before the entry in the ACD group until:

  • Connection to an agent, if connected
  • otherwise until the execution of the first group rule (for example the recording of Voice Mail)
  • otherwise until the exit of the ACD Group (Call End or Overflow)

The maximum value of the column “Waiting Time Max”.

Include+
spaceKeyJPW
scrollPageId0A2A8004017279244CDC653A0E6EDE52

IFNULL( MAX( CASE
       WHEN dtAgentConnect IS NOT NULL THEN ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400
       WHEN dtGroupActionStart IS NOT NULL THEN ( JULIANDAY( dtGroupActionStart ) - JULIANDAY( dtGroupStart ) ) * 86400
       WHEN dtGroupEnd IS NOT NULL THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
       ELSE 0
      END
     ), 0 ) AS TodayWaitingTimeMax

Waiting Time Ø

WaitingTimeAvg

Average waiting time for closed calls. The calculation is carried out analogously to the maximum waiting time.

The sum of the total waiting time for all displayed ACD groups divided by the sum “total calls”.

Include+
spaceKeyJPW
scrollPageId0A2A8004017279244CDC653A0E6EDE52

IFNULL( SUM( CASE
       WHEN dtAgentConnect IS NOT NULL THEN ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400
       WHEN dtGroupActionStart IS NOT NULL THEN ( JULIANDAY( dtGroupActionStart ) - JULIANDAY( dtGroupStart ) ) * 86400
       WHEN dtGroupEnd IS NOT NULL THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
       ELSE 0
      END
     ), 0 ) AS TodayWaitingTime


Waiting Time Ø = TodayWaitingTime / TodayGroupCalls

Duration (All) Max.

DurationAllCallsMax

The maximum retention time in the ACD Group for all calls, measured from the time of the entrance in the ACD group until the exit of the ACD group (independent of the reason).

The maximum value of the column “Duration (All) Max”.

Include+
spaceKeyJPW
scrollPageId0A2A8004017279244CDC653A0E6EDE52

IFNULL( MAX( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
     ), 0 ) AS TodayGroupCallsTimeMax

Duration (All) Ø

DurationAllCallsAvg


The average retention time in the ACD Group for all calls. The calculation is carried out analogously to the Duration (All) Max.

Sum of all times of the calls today divided by the number of calls today.

Include+
spaceKeyJPW
scrollPageId0A2A8004017279244CDC653A0E6EDE52

IFNULL( SUM( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
     ), 0 ) AS TodayGroupCallsTime


Duration (All) Ø = TodayGroupCallsTime / TodayGroupCalls

Duration (Agents) max.

DurationAgentCallsMax

Maximum call length of the agent calls without Whisper Transfer Time (only for connected calls)

Maximum value of the column "Duration (Agents) max."

dtGroupEnd IS NOT NULL

AND AcdStatisticsPartB.bOutbound = 0

IFNULL( MAX( CASE
       WHEN ( CONNRES = 1 ) AND ( bTransferExternalNumber = 0 ) AND ( dtCallConnect IS NOT NULL ) AND ( dtCallEnd IS NOT NULL ) THEN 
        CASE
         WHEN ( dtWhisperEnd IS NOT NULL ) THEN ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtWhisperEnd ) ) * 86400
         ELSE ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtCallConnect ) ) * 86400
        END
       ELSE 0
      END
     ), 0 ) AS TodayDurationAgentCallsMax

See also Value Reference - CONNRES

Duration (Agents) Ø

DurationAgentCallsAvg


Average call length of the agent calls without Whisper Transfer Time  (only for connected calls)The total time of the agent calls for the displayed groups divided by the sum "Calls - Agents".

dtGroupEnd IS NOT NULL

AND AcdStatisticsPartB.bOutbound = 0

IFNULL( SUM( CASE
       WHEN ( CONNRES = 1 ) AND ( bTransferExternalNumber = 0 ) AND ( dtCallConnect IS NOT NULL ) AND ( dtCallEnd IS NOT NULL ) THEN 
        CASE
         WHEN ( dtWhisperEnd IS NOT NULL ) THEN ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtWhisperEnd ) ) * 86400
         ELSE ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtCallConnect ) ) * 86400
        END
       ELSE 0
      END
     ), 0 ) AS TodayDurationAgentCalls

See also Value Reference - CONNRES


Duration (Agents) Ø = TodayDurationAgentCalls / TodayAgentCalls

Calls Total

CallsTotal

Number of all received calls in this ACD group with regard to the group entrance (if a call enters the ACD group by several forwarding or overflows, it will be calculated several times).

The sum of the calls for all displayed ACD groups.

Include+
spaceKeyJPW
scrollPageId0A2A8004017279244CDC653A0E6EDE52

COUNT(*) AS TodayGroupCalls

Calls Control

CallsControl

The number Control is the sum of the columns:

  • Calls-Agents
  • Calls - Busy
  • Hangup Announcement- Total
  • Short Hangups- Total
  • Hangup Queue- Total
  • Overflow - Queue Timeout
  • Calls - Other

and serves for control of the number “Calls - Total”.

If the system works correctly, the numbers “Calls - Control” and “Calls - Total” are equal.

The calculated sum of the total row of the columns:

  • Calls-Agents
  • Calls - Busy
  • Hangup Announcement- Total
  • Short Hangups- Total
  • Hangup Queue- Total
  • Overflow - Queue Timeout
  • Calls - Other

and serves for control of the number “Calls - Total”.

If the system works correctly the sum “Calls - Control” is equal to the sum “Calls - Total”.

CallsControl = ( TodayAgentCalls

+TodayDroppedByACDBusyCalls

+TodayHangupAnnouncementCalls

+TodayShortHangupCalls

+TodayHangupQueueCalls

+TodayOverflowQueueTimeoutCalls

+TodayOtherCalls )

Overflow Level

OverflowLevelIndicator

The maximum overflow level indicator associated with calls of this group, if it were calls which used the extended group search algorithm to find an agent, and the agent was in an extended group.The sum of the column "Overflow Level"


IFNULL( MAX(  IFNULL( nOverflowLevelIndicator, 0 ) 
     ), 0 ) AS OverflowLevelIndicator

Overflow Out

OverflowCallsOutToOtherGroup

Calls which overflowed from these groups to others groups of the extended group search.


The sum of the column "Overflow Out".

Include+
spaceKeyJPW
scrollPageId0A2A8004017279244CDC653A0E6EDE52

IFNULL( SUM( CASE
       WHEN (
         ( ExtendedGroupSearchAcdGroupsID IS NOT NULL )
         AND
         ( ExtendedGroupSearchAcdGroupsID NOT IN ( $ACDGROUPSIDS ) )
       ) THEN 1
       ELSE 0
      END
     ), 0 ) AS OverflowCallsOutToOtherGroup

Overflow In

OverflowCallsInFromOtherGroup

Calls which overflowed from groups of the extended group search to these groups.


The sum of the column "Overflow In".

COUNT( AcdStatisticsPartB.ID )

ExtendedGroupSearchAcdGroupsID IN ( $ACDGROUPSIDS )

AND AcdGroupsID NOT IN ( $ACDGROUPSIDS )

AND dtGroupEnd IS NOT NULL 

Calls Agents

CallsAgents

Calls which entered the ACD group and were connected to an agent (after whisper).

The sum of the column “ Calls Agents”.

Include+
spaceKeyJPW
scrollPageId0A2A8004017279244CDC653A0E6EDE52

ASUM( CASE
       WHEN dtAgentConnect IS NOT NULL THEN 1
       ELSE 0
      END
     ), 0 ) AS TodayAgentCalls

Unanswered Calls

CallsUnanswered

Calls which entered the ACD group but were not connected to the agent.The sum of the column "Unanswered Calls"


CallsUnanswered = TodayGroupCalls - TodayAgentCalls


Calls - Busy

CallsDroppedByACDBusy

Calls which entered the ACD group but did not reach the

Calls which entered the ACD group but did not reach the

queue because either:

the ACD queue was full (Cause for group end 205),

no agents were logged-in

waren

(Cause for group end 207),

or an error

occured

occurred (200)

and the system hung up, because no rule was defined.

The sum of the column “ Calls Busy”.

Include+

scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria

spaceKeyJPW

scrollEditorDisplayTitle

Supervisor - Inbound Since: Common Criteria

scrollPageId0A2A8004017279244CDC653A0E6EDE52

AND dtAgentConnect IS NULL

AND AcdGroupEndReasonsID IN ( 200, 205, 207 )

AS TodayDroppedByACDBusyCalls

See also Value Reference - AcdGroupEndReasons

17

Calls - Other

(TodayOtherCalls)

CallsOther

All Calls, which:

  • were not connected to an agent (Column “Calls-Agents")
  • didn’t hang up before entering the queue (column "Hangup Announcement", "Short Hangups", "Hangups Queue")
  • did not end in a timeout in the queue (Column “Overflow Queue Timeout”)
  • did not receive a “busy” from the ACD (column “Calls - Busy”)

The sum of the column “Calls - Other”.

Include+

scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
spaceKeyJPW
scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
scrollPageId0A2A8004017279244CDC653A0E6EDE52

spaceKeyJPW
scrollPageId0A2A8004017279244CDC653A0E6EDE52

AND dtAgentConnect IS NULL

AND AcdGroupEndReasonsID NOT IN (1, 2, 3, 4)

AND AcdGroupEndReasonsID NOT IN (106, 206)

AnD

AND AcdGroupEndReasonsID NOT IN (200, 205, 207)

AS TodayOtherCalls

See also Value Reference - AcdGroupEndReasons

18

Overflow Queue Timeout

(TodayOverflowQueueTimeoutCalls)

Rejected Calls

CallsReject


Calls which entered the ACD group but were not connected to the agent because he was busy  (Cause for code 17),

The number of calls which left the ACD

  • after Timeout with Rule (106),
    • after Timeout without Rule (206, System Hangup)

    		The sum of the column "
    Overflow Queue Timeout".

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID IN ( 106, 206 )

    See also Value Reference - AcdGroupEndReasons

    19

    Last-Agent

    (TodayLastAgentCalls)

    The number of calls which were connected to the Last Agent.

    The sum of column “Last Agent”.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NOT NULL

    AND bLastAgentConnect = 1

    20

    Last-Agent %

    As percentage the relation between the column “Last Agent” and “Calls Agents”.

    Over all displayed groups the percentage of the calls, which were connected to the Last Agent with the Last Agent algorithm as relation to the number of Agent Calls.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    (TodayLastAgentCalls / TodayAgentCalls)*100

    21

    Hangup Announcement

    (TodayHangupAnnouncementCalls)

    The number of calls which hung up

    • in the Announcement 1 or Tarif Prompt (Cause for Group end 1),
    • In the Routing Application (Cause for Group end 2),
    • In the Announcement 2 or Call Recording Announcement: (Cause for Group end 3)

    The sum of the column “Hangup Announcement”.

    Calls Rejected"

    acdb.AcdGroupsID IN ( $ACDGROUPSIDS )

    AND a.bOutbound = 0

    AND a.CauseCodesID = 17

    a.dtCallConnect IS NULL

    AS TodayRejectCalls

    Outbound Total

    OutboundTotal


    		Outgoing calls - initiated by a dialer or a click to dial - from this ACD group.The sum of the column "Outbound Total"

    acdb.dtGroupEnd IS NOT NULL

    AND acdb.bOutbound = 1

    AS TodayOutboundTotalCalls

    Agent Calls (↑•↓)

    AgentCallsSkillTotal

    The number of calls to agents

    Note - in this column also forwarding to agents are counted. This number can exceed the number of agent calls in the section "calls".

    		The sum of the column "Agent Calls (↑•↓)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN ( CONNRES = 1 )
             AND
             ( bTransferExternalNumber = 0 )
             AND 
             ( dtCallConnect IS NOT NULL )
             AND 
             ( dtCallEnd IS NOT NULL )
             THEN 1
           ELSE 0
          END
         ), 0 ) AS TodaySuccessfulAgentCalls

    See also Value Reference - CONNRES

    Agent Calls (↑)

    AgentCallsSkillUpSkill

    The number of calls to agents, who have a higher skill level than configured in the ACD due to a skill correction (Agent Status)

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    		The sum of the column "Agent Calls (↑)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN ( CONNRES = 1 ) 
             AND
             ( bTransferExternalNumber = 0 )
             AND 
             ( dtCallConnect IS NOT NULL )
             AND 
             ( dtCallEnd IS NOT NULL )
             AND
             ( nSkillAfterCorrection > nSkillReal )
             THEN 1
           ELSE 0
          END
         ), 0 ) AS TodaySuccessfulAgentCallsUpSkill

    See also Value Reference - CONNRES

    Agent Calls (•)

    AgentCallsSkillSameSkill

    The number of calls to agents, who don't have a skill correction by Agent Status.

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    		The sum of the column "Agent Calls (•)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN ( CONNRES = 1 ) 
             AND
             ( bTransferExternalNumber = 0 )
             AND 
             ( dtCallConnect IS NOT NULL )
             AND 
             ( dtCallEnd IS NOT NULL )
             AND
             ( nSkillAfterCorrection = nSkillReal )
             THEN 1
           ELSE 0
          END
         ), 0 ) AS TodaySuccessfulAgentCallsSameSkill

    See also Value Reference - CONNRES

    Agent Calls (↓)

    AgentCallsSkillDownSkill

    The numer of calls to agents, who have a lower skill level than configured in the ACD due to a skill correction (Agent Status).

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    		The sum of the column "Agent Calls (↓)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    IFNULL( SUM( CASE
           WHEN ( CONNRES = 1 ) 
             AND
             ( bTransferExternalNumber = 0 )
             AND 
             ( dtCallConnect IS NOT NULL )
             AND 
             ( dtCallEnd IS NOT NULL )
             AND
             ( nSkillAfterCorrection < nSkillReal )
             THEN 1
           ELSE 0
          END
         ), 0 ) AS TodaySuccessfulAgentCallsDownSkill

    See also Value Reference - CONNRES

    Queue Timeout

    OverflowQueueTimeout

    The number of calls which left the ACD

    • after Timeout with Rule (106),
    • after Timeout without Rule (206, System Hangup)


    The sum of the column "Overflow Queue Timeout".

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID IN ( 106, 206 ) THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayOverflowQueueTimeoutCalls

    See also Value Reference - AcdGroupEndReasons

    Last-Agent

    LastAgentCalls

    The number of calls which were connected to the Last Agent.

    The sum of column “Last Agent”.

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NOT NULL AND bLastAgentConnect = 1 THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayLastAgentCalls

    Last-Agent %

    LastAgentPercent

    As percentage the relation between the column “Last Agent” and “Calls Agents”.

    Over all displayed groups the percentage of the calls, which were connected to the Last Agent with the Last Agent algorithm as relation to the number of Agent Calls.


    LastAgentPercent = TodayLastAgentCalls * 100 / TodayAgentCalls


    Hangup Announcement

    HangupAnnouncementTotal


    The number of calls which hung up

    • in the Announcement 1 or Tarif Prompt (Cause for Group end 1),
    • In the Routing Application (Cause for Group end 2),
    • In the Announcement 2 or Call Recording Announcement: (Cause for Group end 3)


    The sum of the column “Hangup Announcement”.

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID IN ( 1, 2, 3 ) THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayHangupAnnouncementCalls

    See also Value Reference - AcdGroupEndReasons

    Hangup Announcement Ø

    HangupAnnouncementAvg


    The average duration of the calls, measured from the group entry until the hangup (Group end), which

    • in the Announcement 1 or Tarif Prompt (Cause for Group end 1),
    • In the Routing Application (Cause for Group end 2),
    • In the Announcement 2 or Call Recording Announcement: (Cause for Group end 3)

    hung up.

    The sum of the call duration for all calls which interrupted the prompt divided by the sum of “Hangup Announcement”.


    HangupAnnouncementAvg = TodayShortHangupCallsTime / HangupAnnouncementTotal

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 <= $SHORT_HANGUP_SECONDS ) THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
           ELSE 0
          END
         ), 0 ) AS TodayShortHangupCallsTime

    See also Value Reference - AcdGroupEndReasons

    Short Hangups

    ShortHangupsTotal


    Number of callers, who hung up in the ACD Queue (Cause for Group end 4), but were in the queue for less than the set Short Hangups time.

    The sum of the column “Hangup Announcement”.

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 > $SHORT_HANGUP_SECONDS ) THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayHangupQueueCalls

    See also Value Reference - AcdGroupEndReasons

    Short Hangups Ø

    ShortHangupsAvg


    Average time in the ACD group measured from the group entry to the hang up (Group end), for callers who hung up in the ACD queue (Cause for group end 4), but were in the queue for less than or equal the set Short Hangups time.

    The sum of the call duration in the ACD group, for all calls hung up in the queue <= Short Hangups divided by the sum of the column “Short Hangups”.


    ShortHangupsAvg = TodayShortHangupCallsTime / TodayShortHangupCalls

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) <= SHORT_HANGUP_SECONDS

    AS TodayShortHangupCallsTime

    See also Value Reference - AcdGroupEndReasons

    Hangups Queue

    HangupsQueueTotal

    Number of callers, who hung up in the ACD Queue (Cause for Group end 4), but were in the queue longer than the set Short Hangups time.

    The sum of the column “Hangups Queue”.

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) > SHORT_HANGUP_SECONDS

    AS TodayHangupQueueCalls

    See also Value Reference - AcdGroupEndReasons

    Hangups Queue max.

    HangupsQueueMax


    Maximum time in the ADC group, measured from the group entry to the hang up (Group end), for callers who hung up in the queue after the set Short Hangups time.

    The maximum value of the column “Hangups Queue - max.”

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    IFNULL( MAX( CASE
           WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 > $SHORT_HANGUP_SECONDS ) THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
           ELSE 0
          END
         ), 0 ) AS TodayHangupQueueCallsTimeMax

    See also Value Reference - AcdGroupEndReasons

    Hangups Queue Ø

    HangupsQueueAvg

    Average time in the ADC group, measured from the group entry to the hang up (Group end), for callers who hung up in the queue after the set Short Hangups time.

    The sum of the call duration in the ACD group, for all calls hung up in the queue > Short Hangups divided by the sum of the column “Hangup Queue - Total”.


    HangupsQueueAvg = TodayHangupQueueCallsTime / TodayHangupQueueCalls

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 > $SHORT_HANGUP_SECONDS ) THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
           ELSE 0
          END
         ), 0 ) AS TodayHangupQueueCallsTime

    See also Value Reference - AcdGroupEndReasons

    Hangups

    HangupsTotal

    The sum of ("Supervisor - Daily Statistics - Hang up Announcement") + ("Supervisor - Daily Statistics - Hangups Queue") + ("Supervisor - Daily Statistics - Short Hangups")

    The sum of the column “Hangups”.


    HangupsTotal = TodayHangupAnnouncementCalls +TodayHangupQueueCalls

    +TodayShortHangupCalls


    Transferred

    TransferredNumber

    Transferred calls from/to this group.

    Since this can happen several times during a call, this number can exceed the total number of calls.

    The sum of the column “Transferred”.

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    IFNULL( SUM( CASE
           WHEN AcdOverflowGroupsID <> AcdStatisticsPartB.AcdGroupsID THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayTransferGroupCalls

    Enquiry Calls

    EnquiryCallsTotal

    		The number of enquiry calls (conversations in which the agent spoke to a target but did not forward).The sum of the column "Enquiry Calls"

    IFNULL( SUM( CASE
           WHEN ( dtEnquiryStart IS NOT NULL ) AND ( dtEnquiryEnd IS NOT NULL ) THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayEnquiryCalls

    Handling Time Ø

    HandlingTimeAvg

    		Average time taken by the agent to handle the call from the connection to his line to the end of the call inclusive the duration of the processing time after the call end.The sum of "Handling Time" divided by "Agent Calls"

    IFNULL( SUM( CASE
           WHEN ( dtCallConnect IS NOT NULL ) AND ( dtCallEnd IS NOT NULL ) AND ( bTransferExternalNumber = 0 ) THEN ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtCallConnect ) ) * 86400 + IFNULL( PostCallInterval, 0 )
           ELSE 0
          END
         ), 0 ) AS TodayHandlingTimeAgentCalls

    HandlingTimeAvg = TodayHandlingTimeAgentCalls / TodayAgentCalls

    Service Level (s)

    ServiceLevelSeconds

    Service level seconds set in the ACD Group.

    His column doesn’t have a sum.

    AcdGroups.ServiceLevelSeconds AS ServiceLevelSeconds

    In Service

    ServiceLevelInService

    If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

    • With regard to the service level seconds set in the ACD the percentage of calls is determined, which were connnected successfully to an agent within the Service Level time measured from the entry in the ACD Group

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID in (1, 2, 3)

    See also Value Reference - AcdGroupEndReasons

    22

    Hangup Announcement Ø

    (TodayHangupAnnouncementCallsTime)

    The average duration of the calls, measured from the group entry until the hangup (Group end), which

    • in the Announcement 1 or Tarif Prompt (Cause for Group end 1),
    • In the Routing Application (Cause for Group end 2),
    • In the Announcement 2 or Call Recording Announcement: (Cause for Group end 3)

    hung up.

    The sum of the call duration for all calls which interrupted the prompt divided by the sum of “Hangup Announcement”.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID in (1, 2, 3)

    See also Value Reference - AcdGroupEndReasons

    23

    Short Hangups

    (TodayShortHangupCalls)

    Number of callers, who hung up in the ACD Queue (Cause for Group end 4), but were in the queue for less than the set Short Hangups time.

    The sum of the column “Hangup Announcement”.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND  dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) <= SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

    24

    Short Hangups Ø

    (TodayShortHangupCallsTime)

    Average time in the ACD group measured from the group entry to the hang up (Group end), for callers who hung up in the ACD queue (Cause for group end 4), but were in the queue for less than or equal the set Short Hangups time.

    The sum of the call duration in the ACD group, for all calls hung up in the queue <= Short Hangups divided by the sum of the column “Short Hangups”.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) <= SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

    25

    Hangups Queue

    (TodayHangupQueueCalls)

    Number of callers, who hung up in the ACD Queue (Cause for Group end 4), but were in the queue longer than the set Short Hangups time.

    The sum of the column “Hangups Queue”.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) > SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

    26

    Hangups Queue max.

    (TodayHangupQueueCallsTimeMax)

    Average time in the ADC group, measured from the group entry to the hang up (Group end), for callers who hung up in the queue after the set Short Hangups time.

    The maximum value of the column “Hangups Queue - max.”

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) > SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

    27

    Hangups Queue Ø

    Average time in the ADC group, measured from the group entry to the hang up (Group end), for callers who hung up in the queue after the set Short Hangups time.

    The sum of the call duration in the ACD group, for all calls hung up in the queue > Short Hangups divided by the sum of the column “Hangup Queue - Total”.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND AcdGroupEndReasonsID = 4

    AND ( dtGroupEnd - dtQueueStart ) > SHORT_HANGUP_SECONDS

    See also Value Reference - AcdGroupEndReasons

    28

    Hangups

    The sum of ("Supervisor - Daily Statistics - Hang up Announcement") + ("Supervisor - Daily Statistics - Hangups Queue") + ("Supervisor - Daily Statistics - Short Hangups")

    The sum of the column “Hangups”.

    (TodayHangupAnnouncementCalls

    +TodayHangupQueueCalls

    +TodayShortHangupCalls)

    29

    Transferred

    (TodayTransferGroupCalls)

    Transferred calls from/to this group.

    Since this can happen several times during a call, this number can exceed the total number of calls.

    The sum of the column “Transferred”.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND AcdOverflowGroupsID <> AcdStatisticsPartB.AcdGroupsID

    30

    VoiceMails

    (TodayVoiceMailCalls)

    Voicemails leaved by calls which wen through this group.The sum of the column “Voicemails”.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND (AcdGroupActionTypesID = 3 OR AcdGroupActionTypesID = 10)

    AND bCallbackVoiceMailBooked = 1

    31

    Callbacks

    (TodayCallBackCalls)

    The number of callbacks (calls in which the agent talked to a destination but did not forward the call).

    The sum of the column “Callbacks”.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NULL

    AND (AcdGroupActionTypesID = 8 OR AcdGroupActionTypesID = 11)

    AND bCallbackVoiceMailBooked = 1

    32

    Service Level (s)

    (ServiceLevelSeconds)

    Service level seconds set in the ACD Group.

    His column doesn’t have a sum.

    AcdGroups.ServiceLevelSeconds

    33

    In Service

    • (TodayInServiceLevelCalls)
    • (TodayInServiceLevelCalls2)

    If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

    • With regard to the service level seconds set in the ACD the percentage of calls is determined, which were connnected successfully to an agent within the Service Level time measured from the entry in the ACD Group.

    If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

    • Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” (with usage of the setting “Service Level (s)” of the ACD group) and the number of calls in all displayed ACD Groups, which:
      • entered the queue (didn’t hang up during the voice prompt).
      • > Short Hangups time in the queue (no short hangups)

    If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

    • Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” per group (with usage of the setting “Service Level (s)” of the ACD group) and the number of calls in all displayed ACD Groups.

    If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

    • Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” (with usage of the setting “Service Level - Service Level (s)” of the ACD group) and the number of calls in all displayed ACD Groups, which:
      • entered the queue (didn’t hang up during the voice prompt).
      • > Short Hangups time in the queue (no short hangups)

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    AND dtAgentConnect IS NOT NULL

    Code Block
    languagesql
    themeEclipse
    titleIf service parameter ACD.Wallboard.ServiceLevelCalculation = 0
    AND (dtAgentConnect - dtGroupStart) <= AcdGroups.ServiceLevelSeconds
    Code Block
    languagesql
    themeConfluence
    titleIf System Parameter ACD.Wallboard.ServiceLevelCalculation = 1
    AND (dtAgentConnect - dtQueueStart) <= AcdGroups.ServiceLevelSeconds
    34

    Availability

    If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

    • The Column “Calls-Agents” as percentage of “Calls Total”.

    If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

    • Indicated as percentage, the relation between the number “Calls - Agents” and the number of calls in the ACD Group, which
      • entered the queue (didn’t hang up during the voice prompt).
      • > Short Hangups time in the queue (no short hangups)

    If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

    Indicated as percentage, the relation between the sum “Calls-Agents” and the sum “Calls Total”
    • .

    If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

    • Indicated as percentage, the relation between the sum
    “Calls-Agents”
    • of the calls which were labelled as “In Service” (with usage of the setting “Service Level (s)” of the ACD group) and the number of calls in all displayed ACD
    groupslanguagesqlthemeEclipsetitleIf service parameter ACD
    • Groups, which:
      • entered the queue (didn’t hang up during the voice prompt).
      • > Short Hangups time in the queue (no short hangups)
    Code Block

    If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

    (TodayAgentCalls / TodayGroupCalls)*100
    Code Block
    • Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” per group (with usage of the setting “Service Level (s)” of the ACD group) and the number of calls in all displayed ACD Groups.

    If System Parameter ACD

    languagesqlthemeEclipsetitleIf service parameter ACD

    .Wallboard.ServiceLevelCalculation =

    0
    ( TodayAgentCalls / ( TodayGroupCalls - TodayHangupAnnouncementCalls - TodayShortHangupCalls )*100
    35

    Answered in s X

    With regard to the Servicelevel set in Header the percentage of calls is determined, which were connnected successfully to an agent within the Service Level time measured from the entry in the ACD Group.

    1

    • Indicated as percentage, the
    Indicated as percentage, the
    • relation between the sum of the calls which were labelled as “In Service”
    per group
    • (with usage of the setting
     Servicelevel in the header
    • “Service Level - Service Level (s)” of the ACD group) and the
    total
    • number of calls in all displayed ACD Groups
    .

    ( ( TodayInServiceLevelCalls OR TodayInServiceLevelCalls2 ) / TodayGroupCalls  )*100

    36

    Y% answered in (s)

    (TodayVariableServiceQuotaCalls)

    The maximum response time (difference between the connection with the agent and entry into the ACD group) for the first $SERVICE_QUOTA_PERCENT of answered calls (sorted by answering time ascending).

    Note: If you set as Service Quota for example 80%, and you have one answered and one not answered call in the ACD group, a dash will appear, because not 80% of the calls were answered!

    His column doesn’t have a sum.

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    MAX( dtAgentConnect - dtGroupStart )

    37

    Ø Waiting Time 

    (TodayTotalWaitingTime)

    The amount of time calls which entered this acd group wait until a successful connected to the destination.The sum of the column "Ø Total Waiting Time"

    dtAgentConnect IS NOT NULL

    SUM ( dtAgentConnect - dtCallStart )

    38

    Calls Not In Stand. Service Times

    (TodayNotInStandardServiceTimesCalls)

    Calls which entered this group outside of the standard service times.The sum of the column "Calls Not In Stand. Service Times"

    dtGroupEnd IS NOT NULL

    AND bCallInStandardServiceTimes = 0

    Today's Statistics - Agent Calls (StatisticsPartB)

    ValueCommentSource
    AcdStatisticsPartB, StatisticsPartB (CACHE)
    Query
    DataCache_AcdGroups_TodaysStatisticsPartB.sql
    RestrictionFor the displayed ACD group, only completed calls.MeaningCompleted agent calls assigned to the respective ACD group

    Supervisor - Today's Statistics - Agent Calls

    CaptionMeaningMeaning TotalsCriteria Used1

    Agent Calls (↑)

    (TodaySuccessfulAgentCallsUpSkill)

    The number of calls to agents, who have a higher skill level than configured in the ACD due to a skill correction (Agent Status)

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    The sum of the column "Agent Calls (↑)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    AND CONNRES = 1

    AND bTransferExternalNumber = 0

    AND dtCallConnect IS NOT NULL

    AND dtCallEnd IS NOT NULL

    AND nSkillAfterCorrection > nSkillReal

    2

    Agent Calls (↓)

    (TodaySuccessfulAgentCallsDownSkill)

    The numer of calls to agents, who have a lower skill level than configured in the ACD due to a skill correction (Agent Status).

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    The sum of the column "Agent Calls (↓)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    AND CONNRES = 1

    AND bTransferExternalNumber = 0

    AND dtCallConnect IS NOT NULL

    AND dtCallEnd IS NOT NULL

    AND nSkillAfterCorrection < nSkillReal

    3

     (•)

    The number of calls to agents, who don't have a skill correction by Agent Status.

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    The sum of the column "Agent Calls (•)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    AND CONNRES = 1

    AND bTransferExternalNumber = 0

    AND dtCallConnect IS NOT NULL

    AND dtCallEnd IS NOT NULL

    AND nSkillAfterCorrection = nSkillReal

    4

     (↑•↓)

    (TodaySuccessfulAgentCalls)

    The number of calls to agents

    Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

    The sum of the column "Agent Calls (↑•↓)"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    AND CONNRES = 1

    AND bTransferExternalNumber = 0

    AND dtCallConnect IS NOT NULL

    AND dtCallEnd IS NOT NULL

    5

    Duration (Agents) Ø

    (TodayDurationAgentCalls)

    Average call length of the agent calls without Whisper Transfer Time  (only for connected calls)The total time of the agent calls for the displayed groups divided by the sum "Calls - Agents".

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    AND CONNRES = 1

    AND bTransferExternalNumber = 0

    AND dtCallConnect IS NOT NULL

    AND dtCallEnd IS NOT NULL

    SUM ( IF dtWhisperEnd IS NOT NULL THEN ( dtCallEnd - dtWhisperEnd ) ELSE ( dtCallEnd - dtCallConnect ) ) / TodayAgentCalls

    6

    Duration (Agents) max.

    (TodayDurationAgentCallsMax)

    Maximum call length of the agent calls without Whisper Transfer Time (only for connected calls)

    Maximum value of the column "Duration (Agents) max."

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    AND CONNRES = 1

    AND bTransferExternalNumber = 0

    AND dtCallConnect IS NOT NULL

    AND dtCallEnd IS NOT NULL

    IF dtWhisperEnd IS NOT NULL THEN ( dtCallEnd - dtWhisperEnd ) ELSE ( dtCallEnd - dtCallConnect)

    7

    Post Call Time Ø

    (TodayPostCallInterval)

    Per call the post call time is measured

    • Whisper Time
    • Call Time
    • Post Call Interval

    This time summed for all calls and divided by the number of successful agent calls. This results in the average processing time.

    The sum of the processing time for all agent calls divided by the sum "Calls-Agents"

    dtGroupEnd IS NOT NULL

    AND AcdStatisticsPartB.bOutbound = 0

    AND PostCallInterval IS NOT NULL

    • , which:
      • entered the queue (didn’t hang up during the voice prompt).
      • > Short Hangups time in the queue (no short hangups)

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    IF service parameter ACD.Wallboard.ServiceLevelCalculation = 0 THEN

    IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NOT NULL AND ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400 <= AcdGroups.ServiceLevelSeconds THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayInServiceLevelCalls

    ServiceLevelPercent = TodayInServiceLevelCalls * 100 /  TodayGroupCalls


    IF System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 THEN
      IFNULL( SUM( CASE
           WHEN dtAgentConnect IS NOT NULL AND ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtQueueStart ) ) * 86400 <= AcdGroups.ServiceLevelSeconds THEN 1
           ELSE 0
          END
         ), 0 ) AS TodayInServiceLevelCalls2

    ServiceLevelPercent2 = TodayInServiceLevelCalls2 * 100 /  (TodayGroupCalls - TodayNonQueueCalls - TodayShortHangupCalls)


    Availability

    ServiceLevelAvailability

    If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

    • The Column “Calls-Agents” as percentage of “Calls Total”.

    If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

    • Indicated as percentage, the relation between the number “Calls - Agents” and the number of calls in the ACD Group, which
      • entered the queue (didn’t hang up during the voice prompt).
      • > Short Hangups time in the queue (no short hangups)

    If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

    • Indicated as percentage, the relation between the sum “Calls-Agents” and the sum “Calls Total”.

    If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

    • Indicated as percentage, the relation between the sum “Calls-Agents” and the number of calls in all displayed ACD groups, which
      • entered the queue (didn’t hang up during the voice prompt).
      • > Short Hangups time in the queue (no short hangups)

    IF service parameter ACD.Wallboard.ServiceLevelCalculation = 0 THEN

    AvailabilityPercent = TodayAgentCalls * 100 /  TodayGroupCalls


    IF System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 THEN

    AvailabilityPercent2 = TodayAgentCalls * 100 /  (TodayGroupCalls - TodayNonQueueCalls - TodayShortHangupCalls)




    Answered in s X

    ServiceLevelAnsweredIn

    With regard to the Servicelevel set in Header the percentage of calls is determined, which were connnected successfully to an agent within the Service Level time measured from the entry in the ACD Group.

    Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” per group (with usage of the setting Servicelevel in the header) and the total number of calls in all displayed ACD Groups.


    ServiceLevelAnsweredIn = TodayVariableInServiceLevelCalls * 100 / TodayGroupCalls

    TodayVariableInServiceLevelCalls  = TodayInServiceLevelCalls OR TodayInServiceLevelCalls2

    Y% answered in (s)

    ServiceLevelPercentAnsweredIn

    The maximum response time (difference between the connection with the agent and entry into the ACD group) for the first $SERVICE_QUOTA_PERCENT of answered calls (sorted by answering time ascending).

    Note: If you set as Service Quota for example 80%, and you have one answered and one not answered call in the ACD group, a dash will appear, because not 80% of the calls were answered!

    His column doesn’t have a sum.

    Include+
    spaceKeyJPW
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    MAX( IFNULL( ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400, 999999 ) ) AS TodayVariableServiceQuotaCalls

    Calls Not In Stand. Service Times

    NotInStandardServiceTimesCalls


    		Calls which entered this group outside of the standard service times.The sum of the column "Calls Not In Stand. Service Times"

    dtGroupEnd IS NOT NULL

    AND bCallInStandardServiceTimes = 0

    AS TodayNotInStandardServiceTimesCalls

    PBX Outbound Calls

    PBXClick2DialCallsTotal


    Outbound Calls made from PBX to external destinations

    Sum of the column "PBX Outbound Calls"

    bIFNULL( SUM( CASE
           WHEN ( ( bOutbound = 1 ) AND ( bExternal = 1) AND ( nConnSeconds IS NOT NULL )  )THEN 1
           ELSE 0
          END
       ), 0 ) AS TodayPBXClick2DialCalls

    Table: StatisticsPartTI

    PBX Outbound Total Time

    PBXClick2DialCallsTotalConnectionTime


    Duration of Outbound Calls made from PBX to external destinations

    Sum of the column "PBX Outbound Total Time"

    IFNULL( SUM( CASE
           WHEN ( ( bOutbound = 1 ) AND ( bExternal = 1) AND ( nConnSeconds IS NOT NULL ) )THEN nConnSeconds
           ELSE 0
          END
       ), 0 ) AS TodayPBXClick2DialCallsTotalConnctionTime

    Table: StatisticsPartTI

    PBX Outbound Ø Time

    PBXClick2DialCallsTotalConnectionTimeAvg


    		The average duration of Outbound Calls made from PBX to external destinationsSum of the column "PBX Outbound Ø Time"


    todaysPBXClick2DialCalls_Calculated_ConnctionTimeAvg = TodayPBXClick2DialCallsTotalConnctionTime / TodayPBXClick2DialCalls


    Service Service Skill 1 Agents Logged In 

    Service.LoggedInAcdSkillsID1

    The number of agents logged into the ACD group in any status with any value of skill 1, at the time the call entered the ACD group.


    		Sum of the column "Service Service Skill 1 Agents Logged In"AcdStatisticsPartB.GroupStart_LoggedInAcdSkillsID1AgentCount

    Service Skill 1 Agents Free

    Service.FreeAcdSkillsID1

    The number of available agents with skill 1 (any value):

    • Logged into the ACD group

    • For calls

    • Not with the mandatory transaction code popup still showing

    • Not in pause

    • Telephone is free

    • Not in manual post call

    at the time the call entered the ACD group. Note, this could include agents who are in automatic post call.

    		Sum of the column "Service Skill 1 Agents Free"AcdStatisticsPartB.GroupStart_FreeAcdSkillsID1AgentCount

    Service Service Skill 2 Agents Logged In

    Service.LoggedInAcdSkillsID2

    		The number of agents logged into the ACD group in any status with any value of skill 2, at the time the call entered the ACD group.Sum of the column "Service Service Skill 2 Agents Logged In"AcdStatisticsPartB.GroupStart_LoggedInAcdSkillsID2AgentCount

    Service Skill 2 Agents Free

    Service.FreeAcdSkillsID2

    The number of available agents with skill 2 (any value):

    • Logged into the ACD group

    • For calls

    • Not with the mandatory transaction code popup still showing

    • Not in pause

    • Telephone is free

    • Not in manual post call

    at the time the call entered the ACD group. Note, this could include agents who are in automatic post call.

    		Sum of the column "Service Skill 2 Agents Free"AcdStatisticsPartB.GroupStart_FreeAcdSkillsID2AgentCount

    Service Service Skill 3 Agents Logged In

    Service.LoggedInAcdSkillsID3

    		The number of agents logged into the ACD group in any status with any value of skill 3, at the time the call entered the ACD group.Sum of the column "Service Service Skill 3 Agents Logged In"AcdStatisticsPartB.GroupStart_LoggedInAcdSkillsID3AgentCount

    Service Skill 3 Agents Free

    Service.FreeAcdSkillsID3

    The number of available agents with skill 3 (any value):

    • Logged into the ACD group

    • For calls

    • Not with the mandatory transaction code popup still showing

    • Not in pause

    • Telephone is free

    • Not in manual post call

    at the time the call entered the ACD group. Note, this could include agents who are in automatic post call.

    		Sum of the column "Service Skill 3 Agents Free"AcdStatisticsPartB.GroupStart_FreeAcdSkillsID3AgentCount

    Ø Waiting Time 

    WaitingTimeTotalAvg

    		The amount of time calls which entered this ACD group wait until a successful connected to the destination.The sum of the column "Ø Total Waiting Time"


    WaitingTimeTotalAvg = TodayTotalWaitingTime / TodayAgentCalls

    IFNULL( SUM( ( SELECT  CASE   
             WHEN dtAgentConnect IS NOT NULL THEN ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtCallStart ) ) * 86400
             ELSE 0
            END
          FROM StatisticsPartA
          WHERE AcdStatisticsPartB.StatisticsPartAID = StatisticsPartA.ID 
      ) ), 0 ) AS TodayTotalWaitingTime

    Action

    Details:

    Under Action, the details of the respective selected group are displayed.

    Card:

    Under this action the caller card of the respective caller is displayed.

    8

    Enquiry Calls

    (TodayEnquiryCalls)

    dtEnquiryStart IS NOT NULL

    AND dtEnquiryEnd IS NOT NULL

    9

    Handling Time Ø

    (TodayHandlingTimeAgentCalls)

    dtCallConnect IS NOT NULL

    AND dtCallEnd IS NOT NULL

    AND bTransferExternalNumber = 0

    ( dtCallEnd - dtCallConnect + PostCallInterval)

    Supervisor - Today's Statistics - PBX Calls (StatisticsPartTI )

    ValueCommentSource
    StatisticsPartTI (CACHE)
    Query
    DataCache_PBX_TodaysStatisticsPartTI.sql
    RestrictionFor the TK UsersMeaningOutbound Calls from PBX to external destionations

    Caption

    Meaning

    Meaning Totals

    Criteria Used1

    PBX Outbound Calls

    (TodayPBXClick2DialCalls)

    bOutbound = 1

    AND bExternal = 1

    AND nConnSeconds IS NOT NULL 

    2

    PBX Outbound Total Time

    (TodayPBXClick2DialCallsTotalConnctionTime)

    bOutbound = 1

    AND bExternal = 1

    AND nConnSeconds IS NOT NULL

    3PBX Outbound Ø Time



    Table of Contents
    maxLevel2
    outlinetrue
    typeflat

    Sv translation
    languagede

    Supervisor - Header Einstellungen

    VariableWert
    $SERVICE_LEVEL_SECONDS

    $STATISTICS_FROM_HOUR
    $STATISTICS_FROM_MINUTE
    $SHORT_HANGUP_SECONDS
    $SERVICE_QUOTA_PERCENT

    Tagesstatistik - ACD Gruppe (AcdStatisticsPartB)

    WertKommentar
    Quelle
    AcdStatisticsPartB (CACHE)

    Query

    DataCache_AcdGroups_TodaysAcdStatisticsPartB.sql
    Eingrenzung

    Für die aktuelle ACD Gruppe, nur abgeschlossene Anrufe.

    BedeutungAbgeschlossene Anrufe für die jeweilige ACD Gruppe.



    ÜberschriftBedeutungBedeutung Summenzeile
    Wartezeit Max.
    • Maximale Wartezeit für abgeschlossene Anrufe, aus Sicht der ACD Gruppe. D.h. es wird nur die Wartezeit in der jeweiligen ACD Gruppe gezählt.
    • Die Wartezeit wird gemessen von Eintritt in die ACD Gruppe bis zur:
      • Verbindung mit einem Agenten, falls erfolgt,
      • ansonsten bis zur Ausführung der ersten Gruppenregel (beispielsweise Aufzeichnung einer Voice-Mail),
      • ansonsten bis Austritt aus der ACD Gruppe (Anrufende oder Überlauf)

    Der maximale Wert der Spalte "Wartezeit Max.".

    Wartezeit ØDurchschnittliche Wartezeit für abgeschlossene Anrufe. Die Berechnung erfolgt analog zur maximalen Wartezeit.Die Summe der Gesamtwartezeit über alle angezeigten ACD Gruppen geteilt durch die Summe "Anrufe - Gesamt".
    Dauer (Alle) Max.Die maximale Verweildauer in der ACD Gruppe über alle Anrufe, gemessen vom Zeitpunkt des Eintritts in die ACD Gruppe bis zum Austritt aus der ACD Gruppe (unabhängig vom Grund).Der maximale Wert der Spalte "Dauer (Alle) Max."
    Dauer (Alle) ØDie durchschnittliche Verweildauer in der ACD Gruppe über alle Anrufe. Die Berechnung erfolgt analog zur Dauer (Alle) Max.Summe aller Zeiten für die Anrufe heute geteilt durch die Anzahl aller Anrufe heute.
    Anrufe GesamtGesamtzahl der eingegangene Anrufe in diese ACD Gruppe bezogen auf den Gruppeneintritt (wenn ein Anruf durch mehrere Weiterleitungen oder Überläufe mehrmals in die ACD Gruppe eintritt, so wird dies auch mehrmals gezählt).Die Summe der Anrufe für alle angezeigten ACD Gruppen.
    Anrufe Kontrolle

    Die Zahl Kontrolle ist die Summe der Spalten:

    • Anrufe - Agenten
    • Anrufe - Besetzt
    • Abbrecher Ansage - Gesamt
    • Kurzabbrecher - Gesamt
    • Abbrecher Queue - Gesamt
    • Überlauf - Warteschleife Timeout
    • Anrufe - Sonstiges

    und dient als Kontrolle der Zahl "Anrufe - Gesamt".

    Wenn das System korrekt funktioniert, dann sind die Zahlen "Anrufe - Kontroll" und "Anrufe - Gesamt" gleich.

    Die berechnete Summe der Summenzeile aus den Spalten:

    • Anrufe - Agenten
    • Anrufe - Besetzt
    • Abbrecher Ansage - Gesamt
    • Kurzabbrecher - Gesamt
    • Abbrecher Queue - Gesamt
    • Überlauf - Warteschleife Timeout
    • Anrufe - Sonstiges

    und dient als Kontrolle der Zahl "Anrufe - Gesamt".

    Wenn das System korrekt funktioniert ist die Summe "Anrufe - Kontrolle" gleich mit der Summe "Anrufe - Gesamt".

    Anrufe AgentenAnzahl der Anrufe die in der ACD Gruppe eingegangen sind und dort auch mit einem Agenten verbunden wurden (nach Whisper).Die Summe der Spalte "Anrufe Agenten".
    Anrufe Besetzt

    Anrufe, die in die ACD Gruppe eingegangen sind, die aber nicht in die Warteschleife gelangen konnten weil entweder:

    • die ACD Warteschleife voll war (Grund für Gruppenende 205),
    • keine Agenten angemeldet waren (Grund für Gruppenende 207),
    • oder einen Fehler passiert ist (200)

    und das System aufgelegt hat, weil keine Regel definiert war.

    		Die Summe der Spalte "Anrufe Besetzt".
    Anrufe Sonstiges

    Alle Anrufe, die:

    • nicht an einen Agenten verbunden wurden (Spalte "Anrufe - Agenten")
    • nicht vor oder in der Warteschleife aufgelegt haben (Spalten "Abbrecher Ansage", "Kurzabbrecher", "Abbrecher Queue") 
    • nicht in einen Timeout in der Warteschleife gelaufen sind (Spalte "Warteschleife Timeout") 
    • nicht ein Besetzt von der ACD Erhalten haben (Spalte "Anrufe - Besetzt").
    		Die Summe der Spalte "Anrufe Sonstiges".
    Warteschleife Timeout

    Anzahl der Anrufe, die die ACD Warteschleife

    • nach Timeout mit Regel (106),
    • nach Timeout ohne Regel (206, System Hangup) 

    verlassen haben.

    		Die Summe der Spalte "Warteschleife Timeout".
    Last-AgentDie Anzahl der Anrufe, die an den Last-Agent verbunden wurden.Die Summe der Spalte "Last-Agent".
    Last-Agent %Als Prozentzahl die Relation zwischen der Spalte "Last-Agent" und "Anrufe Agenten".Über alle angezeigten Gruppen die Prozentzahl der Anrufe, die mit dem Last-Agent Algorithmus dem Last-Agent zugestellt wurden als Relation zur Anzahl der Agenten Anrufe.
    Abbrecher Ansage

    Die Anzahl der Anrufe, die

    • in der Ansage 1 oder Tarifansage (Grund für Gruppenende 1),
    • Routing-Applikation (Grund für Gruppenende 2), 
    • Ansage 2 oder Call Recording Ansage (Grund für Gruppenende 3) 

    aufgelegt haben. 

    		Die Summe der Spalte "Abbrecher Ansage".
    Abbrecher Ansage Ø

    Die Durchschnittszeit der Anrufe, gemessen von Gruppeneintritt bis zum Auflegen (Gruppenende), die

    • in der Ansage 1 oder Tarifansage (Grund für Gruppenende 1),
    • Routing-Applikation (Grund für Gruppenende 2),
    • Ansage 2 oder Call Recording Ansage (Grund für Gruppenende 3) 

    aufgelegt haben. 

    		Die Summe der Anrufzeit für alle Anrufe die in der Ansage abgebrochen haben geteilt durch die Summe "Abbrecher Ansage".
    Kurzabbrecher

    Anzahl der Anrufer, die in der ACD Warteschleife aufgelegt haben (Grund für Gruppenende 4), die jedoch in der Warteschleife waren für kleinergleich der eingestellten $SHORT_HANGUP_SECONDS Zeit.

    		Die Summe der Spalte "Kurzabbrecher".
    Kurzabbrecher ØDurchschnittliche Zeit gemessen von Gruppeneintritt bis zum Auflegen (Gruppenende), die Anrufer, die in der ACD Warteschleife aufgelegt haben (Grund für Gruppenende 4), die jedoch in die Warteschleife waren für kleinergleich der eingestellten $SHORT_HANGUP_SECONDS Zeit, in der ACD Gruppe verweilt haben.Die Summe der Verweildauer in der ACD Gruppe, für alle Anrufe die in der Warteschleife <= $SHORT_HANGUP_SECONDS aufgelegt haben, geteilt durch die Summe der Spalte "Kurzabbrecher".
    Abbrecher QueueAnzahl der Anrufer, die in der ACD Warteschleife aufgelegt haben (Grund für Gruppenende 4), jedoch länger in der Warteschleife verweilt haben, als die eingestellte $SHORT_HANGUP_SECONDS Zeit.Die Summe der Spalte "Abbrecher Queue".
    Abbrecher Queue Max.

    Maximale Zeit gemessen von Gruppeneintritt bis zum Auflegen (Gruppenende), die Anrufer die in der Warteschleife nach $SHORT_HANGUP_SECONDS Zeit aufgelegt haben, in der ACD Gruppe verbracht haben.

    		Der Maximalwert der Spalte "Abbrecher Queue - Max.".
    Abbrecher Queue ØDurchschnittliche Zeit gemessen von Gruppeneintritt bis zum Auflegen (Gruppenende), die Anrufer, die in der Warteschleife nach $SHORT_HANGUP_SECONDS Zeit aufgelegt haben, in der ACD Gruppe verbracht haben. Die Summe der Verweildauer in der ACD Gruppe für alle Anrufe, die in der Warteschleife > $SHORT_HANGUP_SECONDS aufgelegt haben geteilt durch die Summe der Spalte "Abbrecher Queue - Gesamt".
    AuflegerDie Summe von ("Supervisor - Tagesstatistik - Abbrecher Ansage") + ("Supervisor - Tagesstatistik - Abbrecher Queue") + ("Supervisor - Tagesstatistik - Kurzabbrecher")Die Summe der Spalte "Aufleger"
    Weitergeleitet

    Gesamtzahl der Weiterleitungen.

    Da dies sich mehrfach innerhalb eines Gesprächs ergeben kann, kann diese Zahl ggf. auch die Gesamtzahl der Gespräche übersteigen.

    		Die Summe der Spalte "Weitergeleitet".
    RückfragenDie Anzahl der Rückfragen (Gespräche, in welchen der Agent mit einem Ziel gesprochen hat, jedoch nicht weitergeleitet hat).Die Summer der Spalte "Rückfragen"
    Servicelevel (s)Die in der ACD Gruppe eingestellten Service Level Sekunden.Diese Spalte hat keine Summe.
    In Service
    1. Wenn Systemparameter ACD.Wallboard.ServiceLevelCalculation = 0
      • Bezogen auf die in der ACD Gruppe eingestellte Service Level Sekunden wird die Prozentzahl der Anrufe ermittelt, die erfolgreich innerhalb der Service Level Zeit mit einem Agenten verbunden wurden gemessen ab dem Zeitpunkt des Eintritts in die ACD Gruppe.

    2. Wenn Systemparameter ACD.Wallboard.ServiceLevelCalculation = 1
      • Als Prozentzahl die Relation zwischen der Summe der Anrufe, die in der Gruppe als "In Service" gekennzeichnet wurden (mit Nutzung der Einstellung "Servicelevel (s)" der ACD Gruppe) und der Anzahl der Anrufe in alle angezeigten ACD Gruppen, die
        • in die Warteschleife eingetreten sind (also nicht während der Ansage aufgelegt haben)
        • > $SHORT_HANGUP_SECONDS lang in der Warteschleife warten (keine Kurzaufleger)
    1. Wenn Systemparameter ACD.Wallboard.ServiceLevelCalculation = 0
      • Als Prozentzahl die Relation zwischen die Summe der Anrufe die je Gruppe als "In Service" gekennzeichnet wurden (mit Nutzung der Einstellung "Servicelevel (s)" der ACD Gruppe) und die Gesamtzahl der Anrufe in alle angezeigten ACD Gruppen.

    2. Wenn Systemparameter ACD.Wallboard.ServiceLevelCalculation = 1
      • Als Prozentzahl die Relation zwischen der Summe der Anrufe, die je Gruppe als "In Service" gekennzeichnet wurden (mit Nutzung der Einstellung "Servicelevel - Servicelevel (s)" der ACD Gruppe) und der Anzahl der Anrufe in alle angezeigten ACD Gruppen, die
        • in die Warteschleife eingetreten sind (also nicht während der Ansage aufgelegt haben)
        • > $SHORT_HANGUP_SECONDS lang in der Warteschleife warten (keine Kurzaufleger)
    Erreichbarkeit
    1. Wenn Systemparameter ACD.Wallboard.ServiceLevelCalculation = 0
      • Die Spalte "Anrufe - Agenten" als Prozentzahl der "Anrufe - Gesamt".

    2. Wenn Systemparameter ACD.Wallboard.ServiceLevelCalculation = 1
      • Als Prozentzahl die Relation zwischen der Anzahl "Anrufe - Agenten" und der Anzahl der Anrufe in der ACD Gruppe, die
        • in die Warteschleife eingetreten sind (also nicht während der Ansage aufgelegt haben)
        • > $SHORT_HANGUP_SECONDS lang in der Warteschleife warten (keine Kurzaufleger)
    1. Wenn Systemparameter ACD.Wallboard.ServiceLevelCalculation = 0
      • Als Prozentzahl die Relation zwischen der Summe "Anrufe - Agenten" und der Summe "Anrufe - Gesamt".

    2. Wenn Systemparameter ACD.Wallboard.ServiceLevelCalculation = 1
      • Als Prozentzahl die Relation zwischen der Summe Anrufe - Agenten" und der Anzahl der Anrufe in alle angezeigten ACD Gruppen, die
        • in die Warteschleife eingetreten sind (also nicht während der Ansage aufgelegt haben)
        • > $SHORT_HANGUP_SECONDS lang in der Warteschleife warten (keine Kurzaufleger)
    Beantwortet in X sBezogen auf die in Header eingestellte $SERVICE_LEVEL_SECONDS wird die Prozentzahl der Anrufe ermittelt, die erfolgreich innerhalb der Service Level Zeit mit einem Agenten verbunden wurden gemessen vom Zeitpunkt des Eintritts in die ACD Gruppe.Als Prozentzahl die Relation zwischen der Summe der Anrufe die je Gruppe als "In Service" gekennzeichnet wurden (mit Nutzung der Einstellung $SERVICE_LEVEL_SECONDS im Header) und der Gesamtzahl der Anrufe in alle angezeigten ACD Gruppen.
    Y% beantwortet in (s)

    Die Maximale Antwortzeit (Differenz zwischen Verbindung mit Agent und Eintritt in die ACD Gruppe) für die ersten $SERVICE_QUOTA_PERCENT der beantworteten Anrufe (nach Antwortzeit aufsteigend sortiert).

    Beachte: Stellen Sie als $SERVICE_QUOTA_PERCENT beispielsweise 80% ein, und Sie haben einen beantworteten und einen nicht beantworteten Anruf in der ACD Gruppe, so erscheint hier einen Strich, da nicht 80% der Anrufe beantwortet wurden!

    		Diese Spalte hat keine Summe.

    Tagesstatistik - Agentenanrufe (StatisticsPartB)

    WertKommentar
    Quelle
    AcdStatisticsPartB, StatisticsPartB (CACHE)

    Query

    DataCache_AcdGroups_TodaysStatisticsPartB.sql
    Eingrenzung

    Für die angezeigte ACD Gruppe, nur abgeschlossene Anrufe.

    BedeutungAbgeschlossene Agentenanrufe, die der jeweiligen ACD Gruppe zugeordnet sind.

    Zähler pro Gruppe

    ÜberschriftBedeutungBedeutung Summenzeile
    Dauer (Agenten) Max.

    Maximale Gesprächslänge der Agentengespräche ohne Whisper Transfer Zeit (nur für verbundene Gespräche)

    		Der Maximalwert der Spalte "Dauer (Agenten) Max.".
    Dauer (Agenten) Ø

    Durchschnittliche Gesprächslänge der Agentengespräche ohne Whisper Transfer Zeit (nur für verbundene Gespräche)

    		Die Gesamtzeit der Agentenanrufe für die angezeigten Gruppen geteilt durch die Summe "Anrufe - Agenten".
    Agentenanrufe (↑•↓)

    Anzahl der Anrufe an Agenten.

    Beachte - in dieser Spalte werden auch Weiterleitungen an Agenten gezählt. Diese Zahl kann durchaus größer als die Anzahl der Agentenanrufe im Bereich "Anrufe" sein.

    		Die Summe der Spalte "Agentenanrufe (↑•↓)".
    Agentenanrufe (↑)

    Anzahl der Anrufe an Agenten, die durch eine Skill-Korrektur (Agentenstatus) einen höheren Skill als in der ACD Gruppe konfiguriert inne hatten.

    Beachte - in dieser Spalte werden auch Weiterleitungen an Agenten gezählt. Diese Zahl kann durchaus größer als die Anzahl der Agentenanrufe im Bereich "Anrufe" sein.

    		Die Summe der Spalte "Agentenanrufe (↑)".
    Agentenanrufe (•)

    Anzahl der Anrufe an Agenten, die keine Skill-Korrektur durch Agentenstatus inne hatten.

    Beachte - in dieser Spalte werden auch Weiterleitungen an Agenten gezählt. Diese Zahl kann durchaus größer als die Anzahl der Agentenanrufe im Bereich "Anrufe" sein.

    		Die Summe der Spalte "Agentenanrufe (•)".
    Agentenanrufe (↓)

    Anzahl der Anrufe an Agenten, die durch eine Skill-Korrektur (Agentenstatus) einen niedrigeren Skill als in der ACD Gruppe konfiguriert inne hatten.

    Beachte - in dieser Spalte werden auch Weiterleitungen an Agenten gezählt. Diese Zahl kann durchaus größer als die Anzahl der Agentenanrufe im Bereich "Anrufe" sein.

    		Die Summe der Spalte "Agentenanrufe (↓)".
    Bearbeitungszeit Ø

     Pro Anruf wird die Bearbeitungszeit gemessen:

    • Whisper Zeit
    • Gesprächszeit
    • Nachbearbeitungszeit

    Diese Zeit summiert über alle Anrufe und geteilt durch die Anzahl der erfolgreichen Agentenanrufe. Dies ergibt die durchschnittliche Bearbeitungszeit.

    		Die Summe der Bearbeitungszeit über alle Agentenanrufe geteilt durch die Summe "Anrufe - Agenten".

    Tagesstatistik - Autologoff (AcdStatisticsLogin)

    WertKommentar
    Quelle
    AcdStatisticsLogin (CACHE)

    Query

    DataCache_AcdGroups_TodaysAgentLoginData.sql
    Eingrenzung

    Für die jeweilige ACD Gruppe.

    BedeutungLogin / Logout Statistiken der Agenten.

    Zähler pro Gruppe

    ÜberschriftBedeutungBedeutung Summenzeile
    Auto-Logoff GesamtAnzahl der Agenten Auto-Logoffs in der jeweiligen ACD Gruppe weil der Gesamtzähler für verpasste Anrufe überschritten wurde.Die Summe der Spalte "Auto-Logoff - Gesamt"
    Auto-Logoff Keine AntwortAnzahl der Agenten Auto-Logoffs in der jeweiligen ACD Gruppe weil der Keine-Antwort Zähler für verpasste Anrufe überschritten wurde.Die Summe der Spalte "Auto-Logoff - Keine Antwort"
    Auto-Logoff BesetztAnzahl der Agenten Auto-Logoffs in der jeweiligen ACD Gruppe weil der Besetzt-Antwort Zähler für verpasste Anrufe überschritten wurde.Die Summe der Spalte "Auto-Logoff - Besetzt"
    Auto-Logoff ZeitgesteuertAnzahl der Agenten Auto-Logoffs in der jeweiligen ACD Gruppe die systembedingt durch die Zeitsteuerung für das Automatische Abmelden durchgeführt wurden.Die Summe der Spalte "Auto-Logoff - Zeitgesteuert"
    Sv translation
    languagefr
    Antwort"
    Auto-Logoff BesetztAnzahl der Agenten Auto-Logoffs in der jeweiligen ACD Gruppe weil der Besetzt-Antwort Zähler für verpasste Anrufe überschritten wurde.Die Summe der Spalte "Auto-Logoff - Besetzt"
    Auto-Logoff ZeitgesteuertAnzahl der Agenten Auto-Logoffs in der jeweiligen ACD Gruppe die systembedingt durch die Zeitsteuerung für das Automatische Abmelden durchgeführt wurden.Die Summe der Spalte "Auto-Logoff - Zeitgesteuert"

    Table of Contents
    maxLevel2
    outlinetrue
    typeflat

    Info
    title
    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Code BlocklanguagesqlthemeEclipsetitle
    AND (dtAgentConnect - dtGroupStart) <= AcdGroups.ServiceLevelSeconds
    Code BlocklanguagesqlthemeConfluencetitle
    AND (dtAgentConnect - dtQueueStart) <= AcdGroups.ServiceLevelSeconds
    Code BlocklanguagesqlthemeEclipsetitle
    (TodayAgentCalls / TodayGroupCalls)*100
    Code BlocklanguagesqlthemeEclipsetitle
    ( TodayAgentCalls / ( TodayGroupCalls - TodayHangupAnnouncementCalls - TodayShortHangupCalls )*100

    Include+
    scrollEditorUrlhttps://wiki.jtel.de/display/JPW/Supervisor+-+Inbound+Since%3A+Common+Criteria
    spaceKeyJPW
    scrollEditorDisplayTitleSupervisor - Inbound Since: Common Criteria
    scrollPageId0A2A8004017279244CDC653A0E6EDE52

    Table of ContentsmaxLevel2outlinetruetypeflat