Description
The 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:
- the accepting agent either
- forwards the call to another agent
- forwards the call to an external number
- forwards the call to a synonym
- or the conversation through a rule:
- ends in a callback request
- ends with the recording of a voicemail
- is forwarded to an external number
Columns
Columns of the second area
Name | Value |
---|---|
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:
|
Rule | If it is not the original call, the following values can be present here:
|
SRN (Origin) | Service number with optional service number Name in brackets of the original call |
Columns of the second area (overflow)
Name | Value |
---|---|
ACD Group |
|
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:
|
SRN (Origin) | See first table |
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Calls - In Service
Include Page AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
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