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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
Sample Execution (Input) → Sample Report (Output)
This report is optimised for the following output formats:
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Column
Legend
Table | Alias |
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StatisticsPartA (See also Table Reference - StatisticsPartA (A) ) | a |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin) | login |
Columns of the first area
Name | Value |
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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:
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Rule | If it is not the original call, the following values can be present here:
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SRN (Origin) | Service number with optional service number Name in brackets of the original call |
Columns of the second area (overflow)
Name | Value |
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ACD Group |
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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:
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SRN (Origin) | See first table |
Calls - In Service
Include Page AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
Calls - Not In Service
Include Page AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
Calls - Hungup <=
Include Page AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Calls - Hungup >
Include Page AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Calls - Error
Include Page AcdB - AcdGetErrorHangupCallsByGroupEndReason_GroupServiceNumber AcdB - AcdGetErrorHangupCallsByGroupEndReason_GroupServiceNumber
Queue - Closed
Include Page AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Queue - Full
Include Page AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Queue - Timeout
Include Page AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
Queue - Leave
Include Page AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber
Queue - Busy
Include Page AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
Times - Answer Time
Include Page AcdB - AcdGetAnswerDuration_GroupServiceNumber AcdB - AcdGetAnswerDuration_GroupServiceNumber
Times - Call Time
Include Page AcdB - AcdGetCallDuration_GroupServiceNumber AcdB - AcdGetCallDuration_GroupServiceNumber
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