Table of Contents |
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maxLevel | 2 |
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outline | true |
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type | flat |
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Description
This report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen. Data is aggregated over the selected service numbers, and not presented individually per service number.
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subtle | true |
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colour | Yellow |
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title | Caution |
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:This report is designed to be viewed by the operation manager in question, so aggregated data should be viewed with caution.
Service Level Calculation
The service level calculation in this report considers:
This report is optimised for the following output formats:
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subtle | true |
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colour | Red |
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title | PDF |
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Status |
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subtle | true |
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colour | Blue |
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title | HTML |
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Columns
The following columns are provided.
Legend
Calls - Total Calls
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetCalls_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetCalls_ServiceNumbers |
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scrollPageId | 2D881E6B01787E4188AA635A6E3ABB15 |
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Calls - Maximum Parallel Calls
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetParallelCallsMax_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetParallelCallsMax_ServiceNumbers |
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scrollPageId | 2D881E6B01787E42BE6A30730C5F262E |
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Calls - ACD Post Calls
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetPostCallCount_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetPostCallCount_ServiceNumbers |
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scrollPageId | 2D881E6B01787E44DF0EED2B0DAD57EC |
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In Service - Quantity
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetInServiceCalls_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetInServiceCalls_ServiceNumbers |
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scrollPageId | 2D881E6B01787E59D4CAB55E00EFD45C |
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In Service - % Percentage
Formula Used | Description |
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InServiceCalls * 100 / (InserviceCalls + NotInserviceCalls) | Percentage of calls processed within the specified service time seconds |
Not In Service - Quantity
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetNotInServiceCalls_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetNotInServiceCalls_ServiceNumbers |
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scrollPageId | 2D881E6B01787E5ABD62576223DE24D3 |
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Not In Service - % Percentage
Formula Used | Description |
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NotInserviceCalls * 100 / (InserviceCalls + NotInserviceCalls) | Percentage of calls processed outside the specified service time seconds |
Hungup <= - Quantity
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetInTimeHangupCalls_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetInTimeHangupCalls_ServiceNumbers |
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scrollPageId | 2D881E6B01787E5E30C4FEED663FC41D |
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Hungup <= - % Percentage
Formula Used | Description |
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Hungup <= * 100 / (Hungup <= + Hungup >) | Percentage of calls terminated within the specified hang up time |
Hungup > - Quantity
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetNotInTimeHangupCalls_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetNotInTimeHangupCalls_ServiceNumbers |
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scrollPageId | 2D881E6B01787E60881E606C20EF116F |
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Hungup > - % Percentage
Formula Used | Description |
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Hungup > * 100 / (Hungup <= + Hungup >) | Percentage of calls terminated outside the specified hang up time |
Ringing Incoming Time - Total Duration
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetRingingIncomingDuration_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetRingingIncomingDuration_ServiceNumbers |
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scrollPageId | 2D881E6B01787E61B2E521C970C903FE |
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Ringing Incoming Time - Ø Duration
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetRingingIncomingDurationAvg_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetRingingIncomingDurationAvg_ServiceNumbers |
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scrollPageId | 2D881E6B01787E6327EBDA000C4C75A1 |
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Ringing Agent Time - Total Duration
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-AcdGetRingingAgentDurationAvg_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A -AcdGetRingingAgentDurationAvg_ServiceNumbers |
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scrollPageId | 2D881E6B01787E65A6946A9212DC7B47 |
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Ringing Agent Time - Ø Duration
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetCalls_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetCalls_ServiceNumbers |
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scrollPageId | 2D881E6B01787E4188AA635A6E3ABB15 |
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Total Agents - Quantity
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetTotalAgents_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetTotalAgents_ServiceNumbers |
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scrollPageId | 2D881E6B01787E67B334657F2B046610 |
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Total VoiceMail - Quantity
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetVoiceMailCalls_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetVoiceMailCalls_ServiceNumbers |
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scrollPageId | 2D881E6B01787E6B5B7515023A8C695D |
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Number Call Backs - Quantity
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetCallBackCalls_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetCallBackCalls_ServiceNumbers |
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scrollPageId | 2D881E6B01787E69958EB2C6067CA666 |
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Hangups before Queue - Quantity
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetHangupsBeforeQueue_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetHangupsBeforeQueue_ServiceNumbers |
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scrollPageId | 2D881E6B01787E6CD6024CCA476F2FFF |
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Hangups Queue - Quantity
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetHangupsQueue_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetHangupsQueue_ServiceNumbers |
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scrollPageId | 2D881E6B01787E6DE32A4F72766D3673 |
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Not Offered Calls - Quantity
Include+ |
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scrollEditorUrl | https://wiki.jtel.de/display/JPW/A+-+AcdGetTotalOtherCalls_ServiceNumbers |
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spaceKey | JPW |
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scrollEditorDisplayTitle | A - AcdGetTotalOtherCalls_ServiceNumbers |
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scrollPageId | 2D881E6B01787E6ED83FB0C74A7385E4 |
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Table of Contents |
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maxLevel | 2 |
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outline | true |
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type | flat |
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