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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.
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- 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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