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This report is optimised for the following output formats:
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Column
Legend
Table | Alias |
|---|---|
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
Total
Criteria Used | Description |
|---|---|
Inbound OR Outbound OR Dialler | 1 if an inbound, click-to-dial outbound or dialler outbound call was routed/made to/by this agent at this point of time within the selected time slice. Else 0. |
Inbound
Criteria Used | Description |
|---|---|
WHEN b.bOutbound = 0 THEN 1 | 1 if an inbound call was routed to this agent at this point of time within the selected time slice. Else 0. |
Outbound
Criteria Used | Description |
|---|---|
WHEN (b.bOutbound = 1 AND a.DiallerContactsID IS NULL) THEN 1 | 1 if a click-to-dial outbound call was made by this agent at this point of time within the selected time slice. Else 0. |
Dialler
Criteria Used | Description |
|---|---|
WHEN (b.bOutbound = 1 AND a.DiallerContactsID IS NOT NULL) THEN 1 | 1 if a dialler outbound call was made by this agent at this point of time within the selected time slice. Else 0. |
Ringing Time
Criteria Used | Description |
|---|---|
( b.dtCallConnect - b.dtCallAlert ) IF WHEN (b.bOutbound = 0 AND b.CONNRES = 1 | Ringing duration of the inbound/outbound call routed/made to/by the current agent at this point of time within the selected time slice.. Whether the call was answered by the destination or not. See also Value Reference - CONNRES |
Calls Time (s)
Criteria Used | Description |
|---|---|
WHEN ( b.dtCallEnd - b.dtCallConnect ) IF b.bOutbound = 0 AND b.CONNRES = 1) THEN ( ab.dtCallEnd - ab.dtCallConnect ) WHEN ( IF b.bOutbound = 1 AND IFNULL( a.CONNRES, b.CONNRES ) = 1) THEN (a.dtCallEnd - a.dtCallConnect) | Answer duration of the inbound call sucessfully successfully connected the current agent at this point of time within the selected time slice and answer duration of the outbound call made by the current agent and successfully connected to the destination at this point of time within the selected time slice. See also Value Reference - CONNRES |
Connected
Criteria Used | Description |
|---|---|
| WHEN b.bOutbound = 0 AND THEN b.CONNRES = 1 b.bOutbound = 1 AND IFNULL( a.CONNRES, b.CONNRES ) = 1dtCallConnect ELSE a.dtCallConnect | 1 if the inbound call routed to the current agent was successfully connected or the outbound call made by the current agent was successfully connected to the destination at this point of time within the selected time slice. Else 0. See also Value Reference - CONNRES |
Busy
Criteria Used | Description |
|---|---|
WHEN (b.bOutbound = 0 AND b.CONNRES = 3) THEN 1 |
OR
WHEN b.bOutbound = 1 AND IFNULL( a.CONNRES, b.CONNRES ) = 3) THEN 1 | 1 if the inbound call routed to the current agent at this point of time within the selected time slice was not successfully connected because his extension line was busy. Also 1 if the outbound call made by the current agent at this point of time within the selected time slice was not successfully connected to the destination because his extension was busy. Else 0. See also Value Reference - CONNRES |
No Answer
Criteria Used | Description |
|---|---|
WHEN (b.bOutbound = 0 AND b.CONNRES = 2) THEN 1 | 1 if the inbound call routed to the current agent at this point of time within the selected time slice was not answered. Also 1 if the outbound call made by the current agent at this point of time within the selected time slice was not answered by the destination. Else 0. See also Value Reference - CONNRES |
Stopped
Criteria Used | Description |
|---|---|
1 IF WHEN ((StatisticsPartBb.bOutbound = 0 AND StatisticsPartBb.CONNRES = 4) THEN 1 WHEN (b OR IF (StatisticsPartB.bOutbound = 1 AND IFNULL( StatisticsPartAa.CONNRES, StatisticsPartBb.CONNRES ) = 4) THEN 1 | 1 if the inbound caller at this point of time within the selected time slice hungup whilst the call to the current agent was being made. Also 1 if the outbound call made by the current agent at this point of time within the selected time slice was aborted by the system. Else 0. See also Value Reference - CONNRES |
Invalid
Criteria Used | Description |
|---|---|
WHEN (b.bOutbound = 0 AND b.CauseCodesID in (1, 21, 28)) THEN 1 OR WHEN (b.bOutbound = 1 AND a.CauseCodesID in (1, 21, 28)) THEN 1 | 1 if the inbound/outbound call routed/made to/by the current agent at this point of time within the selected time slice was rejected or the destination number was either unallocated (unassigned) or in an invalid format (address incomplete). Else 0. See also Value Reference - CauseCodes |
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