...
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NULL | Total number of inbound calls to the selected service number(s), which ended in the IVR application. |
Calls Offered
...
ACD
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0AND acdb.bCallInStandardServiceTimes = 0 ) | Total number of inbound calls to the selected service number(s), which were offered outside opening hours.routed to an ACD group. |
Calls Offered outside Opening Hours
| This column is the result of the following calculation: |
|---|
| Calls Offered ACD - Calls Offered during Opening Hours |
Calls Offered during Opening Hours
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 should be ( _bNotStandardOpeningTimes = 0 | Total number of inbound calls to the selected service number(s), which were offered during opening hours. |
...
Calls Answered by Agent
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) | Total number of inbound calls to the selected service number(s), which were successfully connected to an agent during opening hours and ended because of an AcdGroupEndReason with ID 5, 103, 104, 203 or 204. See also Value Reference - AcdGroupEndReasons |
...
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) | Total number of inbound calls to the selected service number(s), which ended in the ACD group's queue during opening hours, because the caller hunguphung up. See also Value Reference - AcdGroupEndReasons |
...
| Criteria Used | Description |
|---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Short Hangups (s) | Total number of inbound calls to the selected service number(s), which ended before <Short Hangups (s)> seconds in the ACD group's queue during opening hours, because the caller hunguphung up. See also Value Reference - AcdGroupEndReasons |
...