| 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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Description
This report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen. Data is aggregated over the selected service numbers, and not presented individually per service number.
Caution: This report is designed to be viewed by the operation manager in question, so aggregated data should be viewed with caution.
Selection Criteria
Service Level Calculation
The service level calculation in this report considers:
Calls answered by agents within ServiceLevelSeconds measured from the time call entered the service numbers
All calls which were offered to the service numbers
Output Formats
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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Columns
The following columns are provided.
Total Calls
| Include+ |
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| A - AcdGetCalls_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetCalls_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetCalls_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetCalls_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E4188AA635A6E3ABB15 |
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|
Total Parallel Calls
| Include+ |
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| A - AcdGetParallelCallsMax_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetParallelCallsMax_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetParallelCallsMax_ServiceNumbers |
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| scrollEditorDisplayTitle | A - |
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|
...
| AcdGetParallelCallsMax_ServiceNumbers | | scrollPageId | 2D881E6B01787E42BE6A30730C5F262E |
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|
Post Call Duration ???
| Include+ |
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| A - AcdGetParallelCallsMax_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetParallelCallsMax_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetParallelCallsMax_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetParallelCallsMax_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E42BE6A30730C5F262E |
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|
In Service
| Include+ |
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| A - AcdGetInServiceCalls_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetInServiceCalls_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetInServiceCalls_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetInServiceCalls_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E59D4CAB55E00EFD45C |
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|
Not In Service
| Include+ |
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| A - AcdGetNotInServiceCalls_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetNotInServiceCalls_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetNotInServiceCalls_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetNotInServiceCalls_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E5ABD62576223DE24D3 |
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|
Hungup <=
| Include+ |
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| A - AcdGetInTimeHangupCalls_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetInTimeHangupCalls_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetInTimeHangupCalls_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetInTimeHangupCalls_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E5E30C4FEED663FC41D |
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|
Hungup >
| Include+ |
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| A - AcdGetNotInTimeHangupCalls_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetNotInTimeHangupCalls_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetNotInTimeHangupCalls_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetNotInTimeHangupCalls_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E60881E606C20EF116F |
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|
Total Duration Ringing Incoming Time
| Include+ |
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| A - AcdGetRingingIncomingDuration_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetRingingIncomingDuration_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetRingingIncomingDuration_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetRingingIncomingDuration_ServiceNumbers |
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|
...
| scrollPageId | 2D881E6B01787E61B2E521C970C903FE |
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|
Ø Duration Ringing Incoming Time
| Include+ |
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| A - AcdGetRingingIncomingDurationAvg_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetRingingIncomingDurationAvg_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetRingingIncomingDurationAvg_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetRingingIncomingDurationAvg_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E6327EBDA000C4C75A1 |
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|
Total Duration Ringing Agent Time
A - AcdGetRingingAgentDuration_ServiceNumbers
Average Duration Ringing Agent Time
A -AcdGetRingingAgentDurationAvg_ServiceNumbers
...
| Include+ |
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| A -AcdGetRingingAgentDurationAvg_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-AcdGetRingingAgentDurationAvg_ServiceNumbers |
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| spaceKey | JPW |
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| A -AcdGetRingingAgentDurationAvg_ServiceNumbers |
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| scrollEditorDisplayTitle | A -AcdGetRingingAgentDurationAvg_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E65A6946A9212DC7B47 |
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|
Ø Duration Ringing Agent Time
| Include+ |
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| A - AcdGetCalls_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetCalls_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetCalls_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetCalls_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E4188AA635A6E3ABB15 |
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|
Total Agents
| Include+ |
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| A - AcdGetTotalAgents_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetTotalAgents_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetTotalAgents_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetTotalAgents_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E67B334657F2B046610 |
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|
Total VoiceMail
| Include+ |
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| A - AcdGetVoiceMailCalls_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetVoiceMailCalls_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetVoiceMailCalls_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetVoiceMailCalls_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E6B5B7515023A8C695D |
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|
Number Call Backs
| Include+ |
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| A - AcdGetCallBackCalls_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetCallBackCalls_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetCallBackCalls_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetCallBackCalls_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E69958EB2C6067CA666 |
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|
Hangups before Queue
| Include+ |
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| A - AcdGetHangupsBeforeQueue_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetHangupsBeforeQueue_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetHangupsBeforeQueue_ServiceNumbers |
|---|
| scrollEditorDisplayTitle | A - AcdGetHangupsBeforeQueue_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E6CD6024CCA476F2FFF |
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|
Hangups Queue
| Include+ |
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| A - AcdGetHangupsQueue_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetHangupsQueue_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetHangupsQueue_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetHangupsQueue_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E6DE32A4F72766D3673 |
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|
Not Offered Calls
A - AcdGetTotalOtherCalls_ServiceNumbers
| Include+ |
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| A - AcdGetTotalOtherCalls_ServiceNumbers |
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| scrollEditorUrl | /display/JPW/A+-+AcdGetTotalOtherCalls_ServiceNumbers |
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| spaceKey | JPW |
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| A - AcdGetTotalOtherCalls_ServiceNumbers |
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| scrollEditorDisplayTitle | A - AcdGetTotalOtherCalls_ServiceNumbers |
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| scrollPageId | 2D881E6B01787E6ED83FB0C74A7385E4 |
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|
| Table of Contents |
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| maxLevel | 2 |
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| outline | true |
|---|
| type | flat |
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|
