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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
...
Output Formats
This report is optimised for the following output formats:
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Column
Legend
Table | Alias |
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StatisticsPartO (See also Table Reference - StatisticsPartO ) | o |
StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
StatisticsPartA (See also Table Reference - StatisticsPartA (A) ) | a |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
| AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin) | login |
Columns of the second area
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Include Page AcdB - AcdGetCallDuration_GroupServiceNumber AcdB - AcdGetCallDuration_GroupServiceNumber
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