Table of Contents |
---|
maxLevel | 2 |
---|
outline | true |
---|
type | flat |
---|
|
Description
This report contains inbound calls cumulated per time slice over selected groups and service numbers within a particular time slice.
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
Counter - Received
Include Page |
---|
| AcdB - AcdGetGroupCalls_GroupServiceNumber |
---|
| AcdB - AcdGetGroupCalls_GroupServiceNumber |
---|
|
Counter - Taken
Formula | Description |
---|
(Calls Taken directly) + ( Calls Taken indirectly) | All inbound calls which entered an ACD group and service number within a particular time slice and which were connected to an agent. |
Counter - Taken directly
Include Page |
---|
| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
---|
| AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber |
---|
|
Counter - Taken indirectly
Include Page |
---|
| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
---|
| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
---|
|
Counter - Aborted
Include Page |
---|
| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
---|
| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
---|
|
Counter - Transferred
Include Page |
---|
| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
---|
| AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber |
---|
|
Percent - Service Level
Percent - Efficiency
Percent - Aborted
Duration - Longest Time in queue
Include Page |
---|
| AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
---|
| AcdGetMaxDurationTimeInQueue_GroupServiceNumber |
---|
|
Duration - Longest Time waiting until abort
Include Page |
---|
| AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
---|
| AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber |
---|
|
Duration - Call
Include Page |
---|
| AcdB - AcdGetCallDuration_GroupServiceNumber |
---|
| AcdB - AcdGetCallDuration_GroupServiceNumber |
---|
|
Duration - Post Call
Include Page |
---|
| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
---|
| AcdB - AcdGetPostCallDuration_GroupServiceNumber |
---|
|
Average Duration - Answer Time
Average Duration - Call Time
Average Duration - Post Call
Average Duration - Edited
Table of Contents |
---|
maxLevel | 2 |
---|
outline | true |
---|
type | flat |
---|
|
...