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Description

This report contains aggregated data for inbound calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups and, and not presented individually per group. The output data are cumulated per group then time slice.

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: if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution.

cumulated per time slice over selected groups and service numbers within a particular time slice.

Sample Execution (Input) → Sample Report (Output)

This report is optimised for the following output formats:

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Columns

The following columns are provided.

...

Table

Alias

StatisticsPartA (See also Table Reference - StatisticsPartA (A) )

a

AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) )

acdb

StatisticsPartB (See also Table Reference - StatisticsPartB (B) )

b

...

Counter - Received

Counter - Taken 

Counter - Taken directly

Counter - Taken indirectly

Counter - Aborted

Counter - Transferred

Percent - Service Level

Percent - Efficiency

Percent - Aborted

Duration - Longest Time in queue

Duration - Longest Time waiting until abort

Duration - Call

Duration - Post Call

Average Duration - Answer Time

Average Duration - Call Time

Average Duration - Post Call

Average Duration - Edited