Table of Contents |
---|
maxLevel | 2 |
---|
outline | true |
---|
type | flat |
---|
|
DescriptionThis report contains aggregated data for incoming calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups, and not presented individually per group. It also contains the total number of incoming calls connected to an agent (see also AcdB - AcdGetTotalAgents_Group), the total number of “callback“ media events (see also AcdB - AcdGetCallBackCalls_Group ), and the total number of “voicemails“ media events (see also AcdB - AcdGetVoiceMailCalls_Group ) created during the call flow. Status |
---|
subtle | true |
---|
colour | Yellow |
---|
title | Caution |
---|
| : if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution.This report is optimised for the following output formats: Status |
---|
subtle | true |
---|
colour | Red |
---|
title | PDF |
---|
|
Status |
---|
subtle | true |
---|
colour | Blue |
---|
title | HTML |
---|
|
ColumnsThe following columns are provided. LegendØ Number Agents Include Page |
---|
| AcdB - AcdAverageNumberAgents_Group |
---|
| AcdB - AcdAverageNumberAgents_Group |
---|
|
Calls - Total Calls Include Page |
---|
| AcdB - AcdGetCalls_Group |
---|
| AcdB - AcdGetCalls_Group |
---|
|
Calls - Maximum Parallel Calls Include Page |
---|
| AcdB - AcdGetParallelCallsMax_Group |
---|
| AcdB - AcdGetParallelCallsMax_Group |
---|
|
Calls - Transferred Calls into Groups Include Page |
---|
| AcdB - AcdGetTranferredCalls_Group |
---|
| AcdB - AcdGetTranferredCalls_Group |
---|
|
Calls - ACD Post Calls Include Page |
---|
| AcdB - AcdGetPostCallCount_Group |
---|
| AcdB - AcdGetPostCallCount_Group |
---|
|
In Service - Quantity Include Page |
---|
| AcdB - AcdGetInServiceCallsByParam_Group |
---|
| AcdB - AcdGetInServiceCallsByParam_Group |
---|
|
In Service - % PersentFormula | Description |
---|
AcdGetInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls in service and the number of incalls calls connected to agents. |
Not In Service - Quantity Include Page |
---|
| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
---|
| AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber |
---|
|
Not In Service - % PersentFormula | Description |
---|
AcdGetNotInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls not in service and the number of inbound calls connected to agents. |
Hungup <= - Quantity Include Page |
---|
| AcdB - AcdGetInTimeHangupCalls_Group |
---|
| AcdB - AcdGetInTimeHangupCalls_Group |
---|
|
Hungup <= - % PersentFormula | Description |
---|
AcdGetInTimeHangupCalls_Group * 100 / AcdGetCalls_Group | Ratio between the number of calls hungup before the hungup threshold and the total number of inbound calls routed to ACD groups. |
Hungup > - Quantity Include Page |
---|
| AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
---|
| AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber |
---|
|
Hungup > - % PersentFormula | Description |
---|
AcdGetNotInTimeHangupCallsByParam_Group * 100 / AcdGetCalls_Group | Ratio between the number of calls hungup after the hungup threshold and the total number of inbound calls routed to ACD groups. |
Ringing Incoming Time - Total Duration (From a system perspective) Include Page |
---|
| AcdB - AcdGetRingingIncomingDuration_Group |
---|
| AcdB - AcdGetRingingIncomingDuration_Group |
---|
|
Ringing Incoming Time - Ø Duration (From a system perspective) Include Page |
---|
| AcdB - AcdGetRingingIncomingDurationAvg_Group |
---|
| AcdB - AcdGetRingingIncomingDurationAvg_Group |
---|
|
Ringing Agent Time - Total Duration (From an agent's perspective) Include Page |
---|
| AcdB - AcdGetRingingDuration_Group |
---|
| AcdB - AcdGetRingingDuration_Group |
---|
|
Ringing Agent Time - Ø Duration (From an agent's perspective) Include Page |
---|
| AcdB - AcdGetRingingDurationAvg_Group |
---|
| AcdB - AcdGetRingingDurationAvg_Group |
---|
|
Total Agents - Ø Duration Include Page |
---|
| AcdB - AcdGetTotalAgents_Group |
---|
| AcdB - AcdGetTotalAgents_Group |
---|
|
Total Voicemails - Max. Duration Include Page |
---|
| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
---|
| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
---|
|
Number Call Back - Quantity Include Page |
---|
| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
---|
| AcdB - AcdGetCallbackVoiceMailBooked_GroupServiceNumber |
---|
|
Hangups before - Quantity Include Page |
---|
| AcdB - AcdGetHangupsBeforeQueue_Group |
---|
| AcdB - AcdGetHangupsBeforeQueue_Group |
---|
|
Hungups queue - Quantity Include Page |
---|
| AcdB - AcdGetHangupsQueue_Group |
---|
| AcdB - AcdGetHangupsQueue_Group |
---|
|
Not Offered Calls - Quantity Include Page |
---|
| AcdB - AcdGetTotalOtherCalls_Group |
---|
| AcdB - AcdGetTotalOtherCalls_Group |
---|
|
Table of Contents |
---|
maxLevel | 2 |
---|
outline | true |
---|
type | flat |
---|
|
|