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| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 should be ( _bNotStandardOpeningTimes = 0 box not checked or call during service time | Total number of inbound calls to the selected service number(s), which were 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 bynumber of inbound calls to the selected service number(s), which were successfully connected to an agent during opening hours. See also Value Reference - AcdGroupEndReasons |
Overflow queue (timeout and other)
CallsEndAfterQueue
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 106, 107, 108, 109, 206, 207, 200 ) | Total number of inbound calls to the selected service number(s), which left the ACD group during opening hours, because of the AcdGroupEndReasons with ID 106, 107, 108, 109, 206, 207, 200. See also Value Reference - AcdGroupEndReasons |
Calls which ended before entering the ACD queue
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