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VariantsThis report is available in two variants.
DescriptionThe incoming calls report consists of two sections. The first section lists all calls received in ACD groups including calls forwarded from one group to another. In the second area, an event is documented if:
Sample Execution (Input) → Sample Report (Output)This report is optimised for the following output formats:
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subtle | true | |||||||||||||||||||||||||||||||||
colour | Blue | title | HTML
Table | Alias |
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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 |
Columns of the first area
Name | Value |
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ACD Group | Name of the group followed by the group number in brackets |
Entry | If this is the original conversation:
If it is a call that was forwarded from another group:
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Rule | If it is not the original call, the following values can be present here:
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SRN (Origin) | Service number with optional service number Name in brackets of the original call |
Columns of the second area (overflow)
Name | Value |
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ACD Group |
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Entry | Group name followed by the group number in brackets of the group from which the call was forwarded |
Rule | The following values can be present here:
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SRN (Origin) | See first table |
Calls - Offered
Include Page AcdB - AcdGetGroupCalls_GroupServiceNumber AcdB - AcdGetGroupCalls_GroupServiceNumber
Calls - In Service
Include Page AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
Calls - Not In Service
Include Page AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
Calls - Serviced
Criteria Used | Report Variant | Description | ||||||||
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"Calls - In Service" + "Calls - Not In Service" |
| The total number of inbound calls which were serviced within a particular time slice. |
Calls - Serviced %
Criteria Used | Report Variant | Description | ||||||||
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( "Calls - In Service" + "Calls - Not In Service" ) / ( "Calls - Offered" ) |
| The percentage of offered calls which were serviced within the time slice. |
Calls - Hungup <=
Include Page AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Calls - Hungup >
Include Page AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Calls - Hungup %
Criteria Used | Report Variant | Description | ||||||||
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( "Calls - Hungup <=" + "Calls - Hungup >" ) / ( "Calls - Offered" ) |
| The percentage of offered calls which hungup within the time slice. |
Calls - Error
Include Page AcdB - AcdGetErrorHangupCallsByGroupEndReason_GroupServiceNumber AcdB - AcdGetErrorHangupCallsByGroupEndReason_GroupServiceNumber
Queue - Closed
Include Page AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Queue - Full
Include Page AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Queue - Timeout
Include Page AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
Queue - Leave
Include Page AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber
Queue - Busy
Include Page AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
Times - Ø Answer Time
This column is the result of the following calculation: Ø Answer Time = Answer Time / (In Service Calls + Not In Service Calls)
Include Page AcdB - AcdGetAnswerDuration_GroupServiceNumber AcdB - AcdGetAnswerDuration_GroupServiceNumber
Times - Ø Call Time
This column is the result of the following calculation: Ø Call Time = Call Time / (In Service Calls + Not In Service Calls)
Include Page AcdB - AcdGetCallDuration_GroupServiceNumber AcdB - AcdGetCallDuration_GroupServiceNumber
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VariantsCe rapport est disponible en deux variantes.
DescriptionLe rapport sur les appels entrants se compose de deux sections. La première section liste tous les appels reçus dans les groupes ACD, y compris les appels transférés d'un groupe à l'autre. Dans le second domaine, un événement est documenté si :
Exemple d'exécution (entrée) → Exemple de rapport (sortie)Ce rapport est optimisé pour les formats de sortie suivants :
ColonnesLes colonnes suivantes sont fournies. Légende
Colonnes de la première zone
Colonnes de la deuxième zone (débordement)
Appels - Offerts
Appels - En service
Appels - Hors service
Appels - Avec service
Appels - Avec service %
Appels - Raccrochage <=
Appels - Raccrochage >
Appels - Raccrochage %
Appels - Erreur
File d'attente - Fermée
File d'attente - pleine
File d'attente - Timeout
File d'attente - Quitter
File d'attente - Occupé
Temps - Ø Temps de réponseCette colonne est le résultat du calcul suivant: Ø Temps de réponse = Temps de réponse / (Appels en service + Appels hors service)
Heures - Ø Heure d'appelCette colonne est le résultat du calcul suivant: Ø Temps s'appel = Temps d'appel / (Appels en service + Appels hors service)
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