...
- Calls to Service Numbers
- Calls made to ACD groups
- Calls made to agents (summary for the ACD group)
- Outbound calls made by agents
Information such as:
- The number of calls
- Answered
- Busy
- Rejected
- Abandoned
- Service indicators for calls
- Calls received in standard service times
- Calls in service level according to 4 different criteria
- Call transfers
- Agent to agent
- Agent to group
- Agent to external destination
- Times for calls
- From call start to end
- From offhook to end
- From call start to connection to agent
- ...
...
Further partitioning is according to the CONNRES field.
Outbound
Condition | Partitioning |
DiallerCampaignsID IS NULL | ClickToDial_ |
| DiallerCampaignsID IS NOT NULL | Dialler_ |
Inbound and Outbound: Partitioning on CONNRES
CONNRES | Result |
1 | OK |
2 | NoAnswer |
3 | Busy |
4 | CallerHangup |
6 | Rejected |
0, 5, > 6 | Failure |
Tables
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