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DescriptionThis report contains aggregated data for calls to and from service number(s) over the time period chosen. Data is presented aggregated over the complete time period selected. Warning |
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title | Important Information |
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| This report produces a row in the data, even if the service number has received no calls. In the selection criteria, the condition a.ID IS NOT NULL is used technically to ensure correct data counting. |
Selection CriteriaThe following selection criteria are provided: Criteria | Description |
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Output Format | The format to produce the report in | Period | The time period over which to produce the report | Service Level (s) | Calls which enter the ACD queue and are answered by an agent before the calculation dtAgentConnect - dtQueueStart exceeds this parameter will be considered as "in service" in the report. | Hangup Threshold (s) | Calls which enter the ACD and either never reach the queue or hangup in the queue (AcdGroupEndReasonsID = 4) before the time difference dtGroupEnd - dtQueueStart exceeds this parameter will be considered as "Short Hangups" in the report. | Service Numbers | The service numbers for which to produce the report. |
ColumnsLegendService NumberThe following fields are provided per unique service number: Field | Database Field | Value |
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Platform | ServiceNumbers.RootNumber | The platform destination (actually physically called number on the platform). | Number | ServiceNumbers.Name | The service number (used for outbound signalling) for this service number. | Name | ServiceNumbers.Name2 | The name of the service number. | ID | ServiceNumbers.ID | The ID of the service number. | Billing Number | ServiceNumbers.BillingNumber | The associated billing number for this service number. |
e CallsThe following fields are provided summarizing all calls to the service number: Field | Calculation | Notes |
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Calls Total # | WHEN ( a.ID IS NOT NULL ) THEN 1 ELSE 0 | Count 1 for each unique call made to / from the service number. |
OutboundThe following fields are provided summarizing all outbound calls from the service number: Field | Calculation | Notes |
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Outbound Total # | WHEN ( a.bOutbound = 1 ) THEN 1 ELSE 0 | Count 1 for each unique outbound call made from the service number. | Outbound Connected # | WHEN ( a.bOutbound = 1 ) AND ( a.dtCallConnect IS NOT NULL ) THEN 1ELSE 0 | Count 1 for each answered outbound call made from the service number. | Outbound Connected Sum (s) / hh:mm:ss | WHEN ( a.bOutbound = 1 ) AND ( a.dtCallConnect IS NOT NULL ) THEN IFNULL( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, a.dtCallConnect, a.dtCallEnd ) ), 0 ) ELSE 0 | Sum connected time for each answered outbound call made from the service number. | Outbound Connected Avg (s) / hh:mm:ss | ( Outbound Connected Sum (s) / Outbound Connected # ) | Average of connected time for each answered outbound call made from the service number. |
InboundThe following fields are provided summarizing all inbound calls to the service number: Field | Calculation | Notes |
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Inbound Total # | WHEN ( a.bOutbound = 0 ) THEN 1 ELSE 0 | Count 1 for each unique inbound call made to the service number. |
IVRThe following fields are provided summarizing all IVR calls to the service number: Field | Calculation | Notes |
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IVR Only # | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NULL ) THEN 1 ELSE 0 | Count 1 for each inbound call to the IVR only (not an ACD call) made to the service number. | IVR Only Sum (s) / hh:mm:ss | WHEN ( a.bOutbound = 0 ) AND ( acdb.ID IS NULL ) THEN IFNULL( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, a.dtCallConnect, a.dtCallEnd ) ), 0 ) ELSE 0 | Sum connected time for each inbound call to the IVR only (not an ACD call) made to the service number. | IVR Only Avg (s) / hh:mm:ss | ( IVR Only Sum (s) / IVR Only # ) | Average of connected time for each inbound call to the IVR only (not an ACD call) made to the service number. |
ACDThe following fields are provided summarizing all ACD calls to the service number (which either entered the ACD directly, or via the IVR): 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. | 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| ACD Waiting Time Avg. (s) / hh:mm:ss |
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| 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 |
| ACD Talk Time Avg. (s) / hh:mm:ss |
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| 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 |
| ACD Post Call Time Avg. (s) / hh:mm:ss |
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