Field | Calculation | Notes |
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ACD Total # | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NOT NULL ) AND ( acdb.AcdOriginGroupsID IS NULL ) THEN 1 ELSE 0 | Count 1 for each inbound call to the ACD made to the service number.
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ACD Not Serviced # | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NOT NULL ) AND ( acdb.AcdOriginGroupsID IS NULL ) AND ( acdb.dtAgentConnect IS NULL ) THEN 1 ELSE 0 | Count 1 for each call which was not connected to an agent. |
ACD Not Serviced Short | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NOT NULL ) AND ( acdb.AcdOriginGroupsID IS NULL ) AND ( acdb.dtAgentConnect IS NULL ) AND ( acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ) AND ( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, acdb.dtGroupStart, acdb.dtGroupEnd ) ) <= _HangUpSeconds ) THEN 1 ELSE 0 | Count 1 for each call which was not connected to an agent which hungup before the queue or in the queue on or before the Hangup Seconds parameter was reached in the group (dtGroupEnd - dtGroupStart). |
ACD Not Serviced Long | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NOT NULL ) AND ( acdb.AcdOriginGroupsID IS NULL ) AND ( acdb.dtAgentConnect IS NULL ) AND ( acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ) AND ( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, acdb.dtGroupStart, acdb.dtGroupEnd ) ) <= _HangUpSeconds ) THEN 1 ELSE 0 | Count 1 for each call which was not connected to an agent which hungup before the queue or in the queue after the Hangup Seconds parameter was reached in the group (dtGroupEnd - dtGroupStart). |
ACD Not Serviced Others | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NOT NULL ) AND ( acdb.AcdOriginGroupsID IS NULL ) AND ( acdb.dtAgentConnect IS NULL ) AND ( NOT acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ) THEN 1 ELSE 0 | Count 1 for each call which was not connected to an agent and which exited the group for another reason - for example returning to the IVR or executing a group action. |
ACD Serviced # | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NOT NULL ) AND ( acdb.AcdOriginGroupsID IS NULL ) AND ( acdb.dtAgentConnect IS NOT NULL ) THEN 1 ELSE 0 | Count 1 for each call which was connected to an agent. |
ACD Serviced INS | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NOT NULL ) AND ( acdb.AcdOriginGroupsID IS NULL ) AND ( acdb.dtAgentConnect IS NOT NULL ) AND ( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, acdb.dtGroupStart, acdb.dtAgentConnect ) ) <= _ServiceLevelSeconds ) THEN 1 ELSE 0 | Count 1 for each call which was connected to an agent where the time difference dtAgentConnect - dtGroupStart is lower or equal to the Service Level parameter. |
ACD Serviced OOS | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NOT NULL ) AND ( acdb.AcdOriginGroupsID IS NULL ) AND ( acdb.dtAgentConnect IS NOT NULL ) AND ( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, acdb.dtGroupStart, acdb.dtAgentConnect ) ) > _ServiceLevelSeconds ) THEN 1 ELSE 0 | Count 1 for each call which was connected to an agent where the time difference dtAgentConnect - dtGroupStart is higher than the Service Level parameter. |
ACD Waiting Time Sum (s) / hh:mm:ss | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NOT NULL ) AND ( acdb.AcdOriginGroupsID IS NULL ) AND ( acdb.dtAgentConnect IS NOT NULL ) THEN JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, acdb.dtGroupStart, acdb.dtAgentConnect ) ) ELSE NULL | Sum of the waiting time (dtAgentConnect - dtGroupStart) for connected agent calls in the group. |
ACD Waiting Time Avg. (s) / hh:mm:ss | ( ACD Waiting Time Sum (s) / ACD Serviced # ) | Average of the waiting time (dtAgentConnect - dtGroupStart) for connected agent calls in the group. |
ACD Talk Time Sum (s) / hh:mm:ss | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NOT NULL ) AND ( acdb.AcdOriginGroupsID IS NULL ) AND ( acdb.dtAgentConnect IS NOT NULL ) AND ( b.dtCallConnect IS NOT NULL ) AND ( b.dtCallEnd IS NOT NULL ) THEN JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, b.dtCallConnect, b.dtCallEnd ) ) ELSE 0 | Sum of the connected time with all agents (b.dtCallEnd - b.dtCallStart) for connected agent calls in the group. |
ACD Talk Time Avg. (s) / hh:mm:ss | ( ACD Talk Time Sum (s) / ACD Serviced # ) | Average of the connected time with all agents (b.dtCallEnd - b.dtCallStart) for connected agent calls in the group. |
ACD Post Call Time Sum (s) / hh:mm:ss | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NOT NULL ) AND ( acdb.AcdOriginGroupsID IS NULL ) AND ( acdb.dtAgentConnect IS NOT NULL ) AND ( b.dtCallConnect IS NOT NULL ) AND ( b.dtCallEnd IS NOT NULL ) THEN PostCallInterval ELSE 0 | Sum of the post call time for all agents (b.PostCallInterval) for connected agent calls in the group. |
ACD Post Call Time Avg. (s) / hh:mm:ss | ( ACD Post Call Time Sum (s) / ACD Serviced # ) | Average of the post call time for all agents (b.PostCallInterval) for connected agent calls in the group. |