...
Calls ended in IVR (before ACD)
CallsEndedBeforeACD
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NULL | Total number of inbound calls ended in the IVR application |
...
Calls Offered outside Opening Hours
CallsOffered3
| Description |
|---|
Calls Offered during Opening Hours
CallsOffered2
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 | Total number of inbound calls offered during opening hours. |
Calls Answered by Agent
CallsAnswered
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) | Total calls answered by agent during opening hours. |
Overflow queue (timeout and other)
CallsEndAfterQueue
| Criteria Used | Description |
|---|---|
Calls which ended before entering the ACD queue
CallsEndBeforeQueueOther
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 1, 2, 3 ) |
...
Calls which did not enter the queue because it was full
CallsEndBeforeQueueFull
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 105, 205 ) | See also Value Reference - AcdGroupEndReasons |
Total hangups in queue
HangupsInQueueTotal
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) | See also Value Reference - AcdGroupEndReasons |
Hangups before <Short Hangups (s) > in Queue
CallsShortHangup
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Short Hangups (s) | See also Value Reference - AcdGroupEndReasons |
Hangups after <Hangup Threshold (s) > in Queue
HangupsInQueueLong1
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Hangup Threshold (s) | See also Value Reference - AcdGroupEndReasons |
Calls Answered In Service Level
CallsInService
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) AND ( acdb.dtAgentConnect - a.dtCallStart ) <= Service Level (s) | Total calls successfully connected to an agent before <Service Level (s)>. See also Value Reference - AcdGroupEndReasons |
Calls Answered Out of Service Level
CallsOutOfService
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) AND ( acdb.dtAgentConnect - a.dtCallStart ) > Service Level (s) | Total calls successfully connected to an agent after <Service Level (s)>. See also Value Reference - AcdGroupEndReasons |
Average Talk Time
CallsAverageTime
| This column is the result of the following calculation: |
|---|
| Agent Calls Time Total / Average Agent Count |
Service Level
ServiceLevel
| This column is the result of the following calculation: |
|---|
...
Agents (Status Calls and Automatic Post Call)
AverageAgentCount
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