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This report contains aggregated data for inbound calls to the selected service numbers over the time period and granularity chosen. Data is presented individually per granularity then per service number.
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Answered not in Service Calls
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| This column is the result of the following calculation: |
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| Number Answered - Answered in Service Calls |
Hungup <=
Group_CallerHangupCallsTotal
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| Include Page |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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| AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber |
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Lost Calls
| This column is the result of the following calculation: |
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| Number Offered - Number Answered - Hungup <= |
| Formula | Description |
|---|
| Group_OfferedCalls - Group_CallsAnswered - Group_CallerHangupCallsTotal |
Quote Accessibility
| This column is the result of the following calculation: |
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| Number Answered * 100 / Number Offered |
| Formula | Description |
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| Group_CallsAnswered / Group_OfferedCalls |
Quote Hangups
| This column is the result of the following calculation: |
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| Hungup <= * 100 / Number Offered |
| Formula | Description |
|---|
| Group_CallerHangupCallsTotal / Group_OfferedCalls |
Quote Lost Calls
| This column is the result of the following calculation: |
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| Lost Calls * 100 |
| Formula | Description |
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| (Group_OfferedCalls - Group_CallsAnswered - Group_CallerHangupCallsTotal) / Group_OfferedCalls |
Service Level
| This column is the result of the following calculation: |
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| Answered in Service Calls / Number Offered |
| Formula | Description |
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| Group_InServiceCalls / Group_OfferedCalls |
| Table of Contents |
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| maxLevel | 2 |
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| outline | true |
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| type | flat |
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