...
Calls Offered during Opening Hours
CallsTotal
| Criteria UsesUsed | Description |
|---|---|
a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 | Total number of calls routed to the selected ACD group(s) during the opening hours and within a particular time slice. |
Calls Answered by Agent
CallsAnswered
| Criteria UsesUsed | Description |
|---|---|
a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 AND acdb.dtAgentConnect IS NOT NULL | Total number of calls routed to the selected ACD group(s) during the opening hours, within a particular time slice and were successfully connected to the destination. |
Short Hangups < 5 Seconds
CallsShortHangup
| Criteria UsesUsed | Description |
|---|---|
a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 AND acdb.dtGroupEnd - acdb.dtQueueStart <= 5 | Total number of calls routed to the selected ACD group(s) during the opening hours, within a particular time slice and were hungup within the first 5 seconds in the queue. |
Average Talk Time
| Criteria UsesUsed | Description |
|---|---|
sum(acdb.dtGroupEnd - acdb.dtAgentConnect) / CallsTotal AND a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 | The total talk time duration divided by the total number of calls offered during the opening hours. |
Availability
| Formula Used | Description |
|---|---|
| CallsAnswered / CallsTotal | The ratio between the calls answered by agent and the total number of calls offered within the opening time. |