Table of Contents
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Description

This report contains aggregated data for incoming calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups, and not presented individually per group. It also contains the total number of incoming calls connected to an agent (see also AcdB - AcdGetTotalAgents_Group), the total number of “callback“ media events (see also AcdB - AcdGetCallBackCalls_Group ), and the total number of “voicemails“ media events (see also AcdB - AcdGetVoiceMailCalls_Group ) created during the call flow.

Status
subtle true colour Yellow title Caution

: 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.

Sample Execution (Input) → Sample Report (Output)

This report is optimised for the following output formats:

Status
subtle true colour Red title PDF

Status
subtle true colour Blue title HTML

Columns

The following columns are provided.

Legend

Ø Number Agents

Include Page
AcdB - AcdAverageNumberAgents_Group AcdB - AcdAverageNumberAgents_Group

Calls - Total Calls

Include Page
AcdB - AcdGetCalls_Group AcdB - AcdGetCalls_Group

Calls - Maximum Parallel Calls

Include Page
AcdB - AcdGetParallelCallsMax_Group AcdB - AcdGetParallelCallsMax_Group

Calls - Transferred Calls into Groups

Include Page
AcdB - AcdGetTranferredCalls_Group AcdB - AcdGetTranferredCalls_Group

Calls - ACD Post Calls

Include Page
AcdB - AcdGetPostCallCount_Group AcdB - AcdGetPostCallCount_Group

In Service - Quantity

Include Page
AcdB - AcdGetInServiceCallsByParam_Group AcdB - AcdGetInServiceCallsByParam_Group

In Service - % Persent

Not In Service - Quantity

Include Page
AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber

Not In Service - % Persent

Hungup <= - Quantity

Include Page
AcdB - AcdGetInTimeHangupCalls_Group AcdB - AcdGetInTimeHangupCalls_Group

Hungup <= - % Persent

Hungup > - Quantity

Include Page
AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber

Hungup > - % Persent

Ringing Incoming Time - Total Duration (From a system perspective)

Include Page
AcdB - AcdGetRingingIncomingDuration_Group AcdB - AcdGetRingingIncomingDuration_Group

Ringing Incoming Time - Ø Duration (From a system perspective)

Include Page
AcdB - AcdGetRingingIncomingDurationAvg_Group AcdB - AcdGetRingingIncomingDurationAvg_Group

Ringing Agent Time - Total Duration (From an agent's perspective)

Include Page
AcdB - AcdGetRingingDuration_Group AcdB - AcdGetRingingDuration_Group

Ringing Agent Time - Ø Duration (From an agent's perspective)

Include Page
AcdB - AcdGetRingingDurationAvg_Group AcdB - AcdGetRingingDurationAvg_Group

Total Agents - Ø Duration

Include Page
AcdB - AcdGetTotalAgents_Group AcdB - AcdGetTotalAgents_Group

Total Voicemails - Max. Duration

Include Page
AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber

Number Call Back - Quantity

Include Page
AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber

Hangups before - Quantity

Include Page
AcdB - AcdGetHangupsBeforeQueue_Group AcdB - AcdGetHangupsBeforeQueue_Group

Hungups queue - Quantity

Include Page
AcdB - AcdGetHangupsQueue_Group AcdB - AcdGetHangupsQueue_Group

Not Offered Calls - Quantity

Include Page
AcdB - AcdGetTotalOtherCalls_Group AcdB - AcdGetTotalOtherCalls_Group

...