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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. Caution: 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. Selection CriteriaService Level CalculationThe service level calculation in this report considers: This report is optimised for the following output formats: Status |
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subtle | true |
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colour | Red |
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title | PDF |
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Status |
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subtle | true |
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colour | Blue |
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title | HTML |
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![](/download/attachments/36241614/image2021-3-16_20-3-2.png?version=1&modificationDate=1615921383000&api=v2)
Sample Report (Output)![](/download/attachments/36241614/image2021-3-16_20-7-33.png?version=1&modificationDate=1615921653000&api=v2)
ColumnsThe following columns are provided. Offered Calls Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetGroupCalls_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetGroupCalls_GroupServiceNumber |
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scrollPageId | 2D881E6B0177B617CC6683EB198EF80E |
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In Service Calls Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInServiceCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B0177B63B1449A2277FA1CC50 |
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Not In Service Calls Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B01783AB751596E457F9F7209 |
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Hungup Calls <= Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DF44A88B63A9200DF49A |
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Hungup Calls > Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B01783AD52E113DC1531FEA6A |
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Relevant for SLAIn Service CallsNumber of Call Backs Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInServiceCallsByParamAcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetInServiceCallsByParamAcdGetCallbackVoiceMailBooked_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DED3F6E92D6874FECBD12D881E6B0177B63B1449A2277FA1CC50 |
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Calls ErrorNot In Service
Calls Queue Closed Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB + - +AcdGetNotInServiceCallsByParamAcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B01783AB751596E457F9F7209 |
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Hungup Calls <= Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DF44A88B63A9200DF49A |
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Hungup Calls > | Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNotInTimeHangupCallsByParamAcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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| AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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scrollEditorDisplayTitle | AcdB - AcdGetNotInTimeHangupCallsByParamAcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B01783AD52E113DC1531FEA6A |
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Call Backs Quantity2D881E6B0177E4FB0A4E64A43CC6BBB8 |
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Calls Queue Full Include+ |
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| AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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| includeplus | scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallbackVoiceMailBookedAcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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| AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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scrollEditorDisplayTitle | AcdB - AcdGetCallbackVoiceMailBookedAcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DED3F6E92D6874FECBD12D881E6B0177E4FE826A74C3396061F4 |
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Calls Queue Timeout Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber |
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scrollPageId | 2D881E6B0177E50988EB10205BA2D116 |
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Calls Busy
Calls AccessibilityThis column is the result of the following calculation: ( In Service + Not In Service ) * 100.0 / Offered Calls Service LevelThis column is the result of the following calculation: 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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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAnswerDuration_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetAnswerDuration_GroupServiceNumber |
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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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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallerHangupCallsDuration_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber |
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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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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetCallDuration_GroupServiceNumber |
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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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scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetCallDuration_GroupServiceNumber |
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spaceKey | JPW |
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scrollEditorDisplayTitle | AcdB - AcdGetCallDuration_GroupServiceNumber |
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scrollPageId | 2D881E6B0177DF16C1667FB3179FA4FA |
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Table of Contents |
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maxLevel | 2 |
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outline | true |
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type | flat |
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