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maxLevel | 2 |
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outline | true |
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type | flat |
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DescriptionThis report contains aggregated data for incoming calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups, and not presented individually per group. Status |
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subtle | true |
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colour | Yellow |
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title | Caution |
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| : if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution.P. S. ACD-G-002-02, instead of containing the data of all selected ACD-Groups in one table, consist of one table per selected ACD-Group. The tables contain the same fields and are listed horizontally. P. S. ACD-G-002-03 have an additional column "Line" containing the name of the Acd group. Service Level CalculationThe service level calculation in this report considers: ColumnsThe following columns are provided. LegendCalls - Offered Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177B617CC6683EB198EF80E |
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Calls - In Service Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177B63B1449A2277FA1CC50 |
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Calls - Not In Service Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B01783AB751596E457F9F7209 |
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Calls - Hungup <= Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177DF44A88B63A9200DF49A |
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Calls - Hungup > Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B01783AD52E113DC1531FEA6A |
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Calls - Number of Call Backs Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177DED3F6E92D6874FECBD1 |
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Calls - ErrorThis column is the result of the following calculation: |
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OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls |
Calls - Queue Closed
Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177E4FB0A4E64A43CC6BBB8 |
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Calls - Queue Full Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177E4FE826A74C3396061F4 |
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Calls - Queue Timeout Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177E50988EB10205BA2D116 |
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Calls - Busy Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177E513B94A5E847626D968 |
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Calls - AccessibilityThis column is the result of the following calculation: |
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( In Service + Not In Service ) * 100.0 / Offered |
Calls - Service LevelThis column is the result of the following calculation: |
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In Service * 100.0 / Offered |
Answer Time - Ø Duration and Max. DurationThe average and maximum duration of the following KPI: Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B01783ADE487980F17C2CB70F |
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Hang Up Time - Ø Duration and Max. DurationThe average and maximum duration of the following KPI: Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177DF2131D7D6EC0B5D5DD6 |
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Talk Time - Ø Duration and Max. DurationThe average and maximum duration of the following KPI: Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177DF16C1667FB3179FA4FA |
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Post Call Time - Ø Duration and Max. DurationThe average and maximum duration of the following KPI: Include+ |
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spaceKey | JPW |
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scrollPageId | 2D881E6B0177DF16C1667FB3179FA4FA |
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maxLevel | 2 |
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outline | true |
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type | flat |
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