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Comment: Content imported from a Scroll Translations translation file.
Sv translation
languageen

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Description

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.

Service Level Calculation

The service level calculation in this report considers:

  • Calls answered by agents within "ServiceLevelSeconds" measured from the time call entered the service numbers

  • All calls which were offered to the service numbers

Sample Execution (Input) → Sample Report (Output)

This report is optimised for the following output formats: 

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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

Number Offered

Include Page
AcdB - AcdGetGroupCalls_GroupServiceNumber
AcdB - AcdGetGroupCalls_GroupServiceNumber

Number Answered

Include Page
B - AcdGetAgentCalls_ServiceNumbers
B - AcdGetAgentCalls_ServiceNumbers

Answered in Service Calls

Include Page
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber

Answered not in Service Calls

This column is the result of the following calculation:
Number Answered - Answered in Service Calls

Hungup <= 

Group_CallerHangupCallsTotal

Include Page
AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber
AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber

Lost Calls

This column is the result of the following calculation:
Number Offered - Number Answered - Hungup <=

Quote Accessibility

This column is the result of the following calculation:
Number Answered * 100 / Number Offered

Quote Hangups

This column is the result of the following calculation:
Hungup <= * 100 / Number Offered

Quote Lost Calls

This column is the result of the following calculation:
Lost Calls * 100 / Group_OfferedCalls

Service Level

This column is the result of the following calculation:
Answered in Service Calls / Number Offered


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Sv translation
languagefr

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Description

Ce rapport contient des données agrégées pour les appels entrants vers les numéros de service sélectionnés sur la période et la granularité choisies. Les données sont présentées par granularité individuelle puis par numéro de service.

Calcul du niveau de service

Le calcul du niveau de service dans ce rapport prend en compte:

  • Appels auxquels les agents ont répondu dans un délai de "ServiceLevelSeconds" mesuré à partir du moment où l'appel est entré dans les numéros de service.

  • Tous les appels qui ont été proposés aux numéros de service

Exemple d'exécution (entrée) → Exemple de rapport (sortie)

Ce rapport est optimisé pour les formats de sortie suivants : 

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Colonnes

Les colonnes suivantes sont fournies.

Légende

Tableau

Alias

StatisticsPartA (Voir aussi Tableau de référence - StatisticsPartA (A) )

a

AcdStatisticsPartB (Voir aussi Tableau de référence - AcdStatisticsPartB (AcdB) )

acdb

StatisticsPartB (Voir aussi Tableau de référence - StatisticsPartB (B) )b

Numéro offert

Include Page
AcdB - AcdGetGroupCalls_GroupServiceNumber
AcdB - AcdGetGroupCalls_GroupServiceNumber

Nombre de réponses

Include Page
B - AcdGetAgentCalls_ServiceNumbers
B - AcdGetAgentCalls_ServiceNumbers

Répondus aux appels de service

Include Page
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber

Répondus pas dans les appels de service

Include Page
AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber

FormuleDescription
Group_CallsAnswered - Group_InServiceCalls

Raccrochage <=

Include Page
AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber
AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber

Appels perdus

FormuleDescription
Group_OfferedCalls - Group_CallsAnswered - Group_CallerHangupCallsTotal

Accessibilité des devis

FormuleDescription
Group_CallsAnswered / Group_OfferedCalls

Accrochage des citations

FormuleDescription
Group_CallerHangupCallsTotal / Group_OfferedCalls

Devis Appels perdus

FormuleDescription
(Group_OfferedCalls - Group_CallsAnswered - Group_CallerHangupCallsTotal) / Group_OfferedCalls

Niveau de service

FormuleDescription
Group_InServiceCalls / Group_OfferedCalls


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