DescriptionThis report shows individual inbound calls in ACD groups. You can see to which agents calls were routed, and with what result. The connection times are shown. This report is optimised for the following output formats: | Status |
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| subtle | true |
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| colour | Red |
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| title | PDF |
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| Status |
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| subtle | true |
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| colour | Green |
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| title | XLS |
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| Status |
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| subtle | true |
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| colour | Blue |
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| title | HTML |
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ColumnsThe following columns are provided. Legend
Name | Description | Criteria Used |
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Calls
| Date / Time | The date the call was initiated | a.dtCallStart |
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Start | The time the call was started | a.dtCallStart | End | The time the call was ended | a.dtCallEnd | Numbers
| Caller | Telephone number of the caller(A Number) |
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Service Number | Platform Destination (B Number) |
| Group
| Name | Name of the group |
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Start | The time the call entered the ACD group | acdb.dtGroupStart | End | The time the call quit the ACD group | IF ( b.dtCallEnd ='00-00-00 00:00:00', NULL, b.dtCallEnd ) | Connected | The time when the agent answered the call | acdb.dtAgentConnect | Duration | Total duration of the call | a.dtCallEnd - a.dtCallStart | Agent
| Name | The name of the agent followed by the agent number in brackets |
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Destination Number | Telephone number of the agent (B Number) | b.BNumber | Duration | The connection time with the agent | IF ( b.dtCallConnect IS NOT NULL, (b.dtCallEnd - b.dtCallConnect, ), NULL ) | Result | Result | Final result of the conversation with the agent: OK - the agent and caller held a conversation. Caller Hangup - the caller hung up. Agent No Answer – the agent did not answer the call. Agent busy – the called agent was busy.
| b.CONNRES |
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