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Description

This report contains aggregated data for inbound and outbound calls to the selected ACD groups and service numbers over the time period and granularity chosen. Data is aggregated over the selected ACD groups and service numbers, and not presented individually per group or per service number.

Status
subtletrue
colourYellow
titleCaution
: 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-003-002 contains three additional columns: All Calls which calculates Inbound plus Outbound Calls, Voicemail Calls and Callback Calls. 

Service Level Calculation

The service level calculation in this report considers:

  • Calls answered by agents within "ServiceLevelSeconds" measured from the time call entered the groups

  • All calls which were offered to the groups

Sample Execution (Input) → Sample Report (Output)

Columns

The following columns are provided.

Legend

Table

Alias

StatisticsPartA (See also Table Reference - StatisticsPartA (A) )

a

AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) )

acdb

StatisticsPartB (See also Table Reference - StatisticsPartB (B) )b
AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin)login

Calls - Offered

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Calls - Availability

Formula Used

Description

Availability = Answered Calls / Offered Calls

The ratio between the number of total calls answered and the number of calls that entered the selected groups and service number within a particular time slice.

Calls - Availability %

Formula Used

Description

Availability = Answered Calls / Offered Calls*100

The percentage ratio between the number of total calls answered and the number of calls that entered the selected groups and service number within a particular time slice.


Calls - Service Level

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 Calls - Service Level %

Formula Used

Description

Service Level Calls % = Service Level Calls / Offered Calls*100

The ratio between the number of calls answered within the service level chosen and the number of calls that entered the selected groups and service number within a particular time slice.

Calls - Outbound Calls

Criteria Used

Description

acdb.AcdOriginGroupsID IS NULL

acdb.bOutbound = TRUE

acdb.CONNRES <> 1

The total number of outbound calls initiated from the selected groups and service number within a particular time slice.

Calls - Outbound Talks

Criteria Used

Description

acdb.AcdOriginGroupsID IS NULL

acdb.bOutbound = TRUE

acdb.CONNRES = 1

acdb.dtCallConnect IS NOT NULL

The total number of outbound calls initiated from the selected groups and service number within a particular time slice and that were answered by the destination.

Calls - Hungup <=

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Calls - Hungup >

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Calls - Error

Formula Used

Description

ErrorHangupCalls = OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls

The difference between the offered calls and all other hungup calls.

Calls - Queue Closed

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Calls - Queue Full

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Calls - Queue Timeout

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Calls - Queue Leave

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Calls - Busy

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Answer Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

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Hang Up Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

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Talk Time Inbound - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

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Talk Time Outbound - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Formula Used

Description

acdb.AcdOriginGroupsID IS NULL

acdb.bOutbound = TRUE

acdb.CONNRES = 1

acdb.dtCallConnect IS NOT NULL

The total number of outbound calls initiated from the selected groups and service number within a particular time slice and that were answered by the destination.

Occupancy %

Formula Used

Description

Occupancy = CallTimeTotal*100 / TotalAgentLoginTime

The ratio between the cumulated duration of all offered calls in the selected groups and service numbers and the cumulated login time of all agents.

All Calls

Status
colourGreen
titleACD-G-003-002 ONLY

The total number of inbound and outbound calls

Offered Calls + Outbound Calls OK

Voicemail Calls

Status
colourGreen
titleACD-G-003-02 002 ONLY

Calls which resulted in a voicemail being left

acdb.AcdGroupActionTypesID = 3

Callback Calls

Status
colourGreen
titleACD-G-003-002 ONLY

Calls which resulted in a callback request being left

acdb.AcdGroupActionTypesID IN (8, 10, 11, 12) OR ( e.AcdEventTypesID = 3 )
PS. AcdGroupActionTypesID 10 is for "Request Callback or Voice-Mail" so if we have this rule action type, it will be counted as a Callback call.


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