...
Sample Report (Output)
Column
Legend
Table | Alias |
|---|
StatisticsPartA (See also Table Reference - |
a |
AcdStatisticsPartB (See also Table Reference - |
AcdB) ) |
acdb |
| StatisticsPartB (See also Table Reference - |
| StatisticsPartB ( |
| B) ) |
| b |
| AcdStatisticsLogin (See also |
| Table Reference - |
| AcdStatisticsLogin) |
| login |
Calls Offered during Opening Hours
...
| Criteria Used | 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 * 100 / CallsTotal | The ratio between the calls answered by agent and the total number of calls offered during the opening time within a particular time |
| slice. |
Current TAC as % of Calls Answered
| Formula Used | Description |
|---|---|
| TAC set * 100 / CallsAnswered | The ratio between the amount of time the current TAC was set and the total number of calls answered by agent during the opening time within a particular time slice. |
| Table of Contents | ||||||
|---|---|---|---|---|---|---|
|