Caption | Meaning | Meaning Toal Row |
| The number of calls which are currently active in this ACD group, regardless of the Call Status. | The total number of the column “Current Calls” from all displayed data sets. |
Current Calls (*) | Proportionate number of current calls for which agents with special skills must be available | The total number of the column "Current Calls (*)" from all displayed data series. |
Current Calls (o) | Proportionate number of current calls for which agents with special skills do not have to be available. | The total number of the column "Current Calls (o)" from all displayed data series. |
Pre Queue | All calls, which are in one of the following Call Status: - Call Status 0 - Group Start
- Call Status 1 - Announcement 1
- Call Status 2 - Routing Application (only backwards compatibility)
- Call Status 3 - Announcement 2
- Call Status 9 - Tarif Prompt
- Call Status 10 - Call Recording Prompt
| The total number in the column “Pre Queue” of all displayed data series. |
Pre Queue (*) | Proportionate number of current calls pre queue (see definition Pre Queue), for which agents with special skills must be available | The total number of the column " Pre Queue (*)" from all displayed data series. |
Pre Queue (o) | Proportionate number of current calls before queue (see definition Before Queue), for which agents with special skills do not have to be available. | The total number of the column " Pre Queue (o)" from all displayed data series. |
In Queue | All calls, which are in one of the following Call Status: - Call Status 4 - Queue
- Call Status 5 - Call Distribution, whereas agent hasn’t answered yet (dtAgentConnect not yet set)
- Call Status 8 - Queue (Prio) - Transfer in einer group from agent
| The total number of the column “In Queue” of all displayed data series. |
In Queue (*) | Proportionate number of current calls in queue (see definition In Queue), for which agents with special skills must be available | The total number of the column "In Queue (*)" from all displayed data series. |
In Queue (o) | Proportionate number of current calls in queue (see definition In Queue), for which agents with special skills do not have to be available. | The total number of the column "In Queue (o)" from all displayed data series. |
Service Level | If System Parameter ACD.Wallboard.ServiceLevelCalculation = 0 - Related to the time difference between entering the ACD group and first successful connection with an agent, if it is smaller than the set $SERVICE_LEVEL_SECONDS, the call is considered "In Service".
- All other calls are considered as “Not In Service”.
- The total number of calls “In Service” will be shown in percentage, in relation to the total number of calls.
If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 - Related to the time difference between entry in the ACD Group and first successful connection with an agent, if it is smaller than the set $SERVICE_LEVEL_SECONDS, the call is considered as “In Service”.
- All other calls are considered as “Not In Service”.
- The number of "In Service" Calls is shown in relation to the total number of calls:
- which are in the ACD group
- minus the number of calls which are Pre Queue (Call Status 0, 1, 2, and 3)
- minus the number of calls which are in the queue, but shorter than $SHORT_HANGUP_SECONDS
- The result is shown as a percentage.
| If System Parameter ACD.Wallboard.ServiceLevelCalculation = 0 - The sum of column “Calls in Service Level” for all displayed data sets, divided by the sum of the column “Current Calls” shown as percentage.
If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 - The sum of column “Calls in Service Level” for all displayed data sets, divided by:
- the sum of the column “Current Calls”
- minus the sum of the column “Pre Queue”
- minus the sum of the column "In Queue", but only calls in the queue for <= $SHORT_HANGUP_SECONDS.
- The result is shown as a percentage.
|
Availability | If service parameter ACD.Wallboard.ServiceLevelCalculation = 0 - A call is considered as “Agent Call” if it is connected with an agent in the current ACD group.
- The total number of “Agent Calls” will be shown in percentage, in relation to the total number of calls in the ACD group.
If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 - A call is considered as “Agent Call” if it is connected with an agent in the current ACD group.
- The number of calls will be put in relation to the number of calls:
- which are in the ACD group
- minus the number of calls that are in front of the queue (call status 0, 1, 2 and 3)
- minus the number of calls that are in the queue, but shorter than $SHORT_HANGUP_SECONDS
- The result is shown as a percentage.
| If service parameter ACD.Wallboard.ServiceLevelCalculation = 0 - The sum of the column “Agent Calls” for all displayed data rows, divided by the sum of the column “Current Calls” shown as a percentage.
If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 - The sum of column “Agent Calls” for all displayed data sets, divided by:
- the sum of the column “Current Calls”,
- minus the sum of the column “Pre Queue”
- minus the sum of the column "In Queue", but only calls in the queue for <= $SHORT_HANGUP_SECONDS.
- The result is shown as a percentage.
|
Last-Agent % | The identification "Last-Agent Call" is assigned to a call if the Last-Agent algorithm successfully connected the caller with the last-agent. The number of “Last Agent Calls” is shown in relation to the number of agent calls as percentage- so you can see which percentage of current agent calls were actually connected to the last-agent. | The sum of the column “Last-Agent Calls” for all displayed data sets, divided by the sum of the column “Agent Calls”, shown as percentage. |
Agent Calls | A call is considered as Agent Call if it is connected to an agent in the current ACD Group. | The sum of column “Agent Calls” for all displayed data sets. |
Agent Calls (↑) | If a call is distributed to an agent with an upward skill correction, the call is calculated in this column. | The sum of the column “Agent Calls” for all displayed data sets. |
Agent Calls (•) | If a call is distributed to an agent without skill correction the call is calculated in this column. | The sum of the column “Agent Calls” for all displayed data sets. |
Agent Calls (↓) | If a call is distributed to an agent with a downward skill correction, the call is calculated in this column. | The sum of the column “Agent Calls” for all displayed data sets. |
Agent Calls (*) | Proportionate number of agent calls served by agents with special skills for the respective call | The sum of the column "Agent Calls (*)" for all displayed data series. |
Agent Calls (o) | Proportionate number of agent calls served by agents without special skills for the respective call | The sum of the column "Agent Calls (o)" for all displayed data series. |
Calls in Service Level | 1. If service parameter ACD.Wallboard.ServiceLevelCalculation = 0 With regard - Related to the time difference between entry in the ACD Group and first successful connection with an agent, if it is
minor - smaller than the set $SERVICE_LEVEL_SECONDS, the call is considered as “In Service”.
- All other calls are considered as “Not In Service”.
- The number of "In Service" Calls is shown as a number.
2. If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 With regard - Related to the time difference between entry in the ACD Group and first successful connection with an agent, if it is
minor - smaller than the set $SERVICE_LEVEL_SECONDS, the call is considered as “In Service”.
- All other calls are considered as “Not In Service”.
- The number of "In Service" Calls is shown as a number.
| Sum of the column “Calls in Service Level” for all displayed data sets. |
Last-Agent Calls | - The identification "Last-Agent Call" is assigned to a call if the Last-Agent algorithm successfully connected the caller with the last-agent.
- The number of “Last Agent Calls” is shown.
| The sum of the column “Last-Agent Calls” for all displayed data sets. |
Ø Waiting Time | - If the call is connected to an agent, the time between the first group entry and the first connection to an agent is measured as waiting time.
- If the call is channeled redirected out of the queue, for such purposes as recording a voice mail, the time between the first group entry and the execution of the rule is measured.
- Otherwise the time between the entry to the first ACD group and the current time is measured.
- This time corresponds to the waiting time of the caller since the enty entry into the first ACD Group.
- This number is divided by the number of current calls and displayed as average time.
| The sum of waiting times per call divided by the sum of the column “current Calls” |
Max. Waiting Time | This value is the maximum of all waiting times which are used for the calculation of the average “Ø Waiting Time”. | The maximum value of the column “max. Waiting Time”. |
Ø Queue Time | - For all calls which are currently in the ACD queue.
- If the call is connected to an agent, the time between the first ACD queue entry and the first connection to an agent is measured as queue time.
- Otherwise the time between the entry to the first ACD queue and the current time is measured.
- This time corresponds to the queue time of the caller since the enty into the first ACD Group.
- This number is divided by the number of current calls and displayed as average time.
| The sum of the queue times per call, divided by the sum of the column “In Queue”. |
Max. Ø Queue Time | For all calls which are currently in the ACD queue. This value is the maximum of all queue times used for the calculation of the average “Ø Queue Time”. | The maximum value of the column “max. Queue Time”. |
PostCall Duration Ø | The calculation is based on the following formula: Total Post Call time / number of calls answered that Post Call had. | The average of the post call duration average among all the groups |