Calls - Queue Closed

Sv translation

language	en

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.

Status

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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.

Service Level Calculation

The service level calculation in this report considers:

Calls answered by agents within "ServiceLevelSeconds" measured from the time call entered the groups
All calls which were offered to the groups

Sample Execution (Input) → Sample Report (Output)

This report is optimised for the following output formats:

Status

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title	PDF

Status

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colour	Green
title	XLS

Status

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colour	Blue
title	HTML

Temporary screenshot

Image Added

Columns

The following columns are provided.

Legend

Table	Alias
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

Calls - Offered

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Calls -

In Service

Queue Closed

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Calls -

Not In Service

Queue Full

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Other

Calls - Hungup <=

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Calls - Hungup >

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Calls - Number of Call Backs

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Calls - Error

Formula Used

Description

ErrorHangupCalls = OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls

The difference between the offered calls and all other hungup calls.

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Calls - Relevant for SLA

Calls -

Queue Full

Hungup >

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Calls -

Queue Timeout

In Service

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Calls -

Busy

Not In Service

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Calls - Accessibility

This column is the result of the following calculation:

( In Service + Not In Service ) * 100.0 / Offered

Calls - Service Level

This column is the result of the following calculation:

In Service * 100.0 / Offered

Answer Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

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Hang Up Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

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Talk Time - Ø Duration

and

, Max. and Total Duration

The average, maximum and maximum total duration of the following KPI:

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Post Call Time -

Ø Duration and Max.

Total Duration

The average and maximum total duration of the following KPI:

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Table of Contents

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...

Page tree

Versions Compared

Old Version 7

New Version 8

Key

Calls - Queue Closed

Description

Service Level Calculation

Sample Execution (Input) → Sample Report (Output)

Columns

Legend

Calls - Offered

Calls -

Queue Closed

Calls -

Queue Full

Other

Calls - Hungup <=

Calls - Hungup >

Calls - Number of Call Backs

Calls - Error

Calls - Relevant for SLA

Calls -

Hungup >

Calls -

In Service

Calls -

Not In Service

Calls - Accessibility

Calls - Service Level

Answer Time - Ø Duration and Max. Duration

Hang Up Time - Ø Duration and Max. Duration

Talk Time - Ø Duration

, Max. and Total Duration

Post Call Time -

Total Duration

Page tree

Page History

Versions Compared

Old Version 7

New Version 8

Key

Description

Service Level Calculation

Sample Execution (Input) → Sample Report (Output)

Columns

Legend

Calls - Offered

Calls -

Queue Closed

Calls -

Queue Full

Other

Calls - Hungup <=

Calls - Hungup >

Calls - Number of Call Backs

Calls - Error

Calls - Queue Closed

Calls - Relevant for SLA

Calls -

Hungup >

Calls -

In Service

Calls -

Not In Service

Calls - Accessibility

Calls - Service Level

Answer Time - Ø Duration and Max. Duration

Hang Up Time - Ø Duration and Max. Duration

Talk Time - Ø Duration

, Max. and Total Duration

Post Call Time -

Total Duration