This report shows individual calls, which were processed in the selected ACD groups. It shows, which agent was connected in a particular call, and with what result. Per call several ACD groups can be shown. Per ACD group several rows might be shown for each call distributed to an agent.
Settings of the Report
In addition to the standard settings "Output format" and "Period", the following additional settings are available
| Name | Value | Description |
|---|---|---|
| Groups |
| Selection of the groups for which the report is to be created |
Selection Criteria
| Criterion | Description |
|---|---|
Period | Call Start (dtCallStart) within the indicated time interval. |
Group | Groups passed through by the calls within the indicated group list |
Columns
| Name | Value | |
|---|---|---|
Calls | Date / Time | The date the call was initiated StatisticsPartA.dtCallStart |
Start | The time the call was started StatisticsPartA.dtCallStart | |
End | The time the call was ended (StatisticsPartA.dtCallEnd) | |
Caller | Telephone number of the caller(A Number) | |
Service Number | Field “Service Number” if available, otherwise “platform goal” | |
Group Details | Group | Name of the group followed by the group number in brackets |
Prio | The priority of the call on entry to the ACD group (AcdStatisticsPartB.nPriorityGroupStart) | |
Start | The time the call entered the ACD group (AcdStatisticsPartB.dtGroupStart) | |
Ann. 2 | Time of playback of the second Intro Prompt (if available) (AcdStatisticsPartB.dtAnnouncement2Start) | |
Queue | The time the call entered the queue of the ACD group (AcdStatisticsPartB.dtQueueStart) | |
End | The time the call quit the ACD group (AcdStatisticsPartB.dtGroupEnd) | |
Result | Resul at group exit (AcdStatisticsPartB.AcdGroupEndReasonsID) | |
Agent Details | Agent | The name of the agent followed by the agent number in brackets |
Start | Time the call was transferred to an agent (StatisticsPartB.dtCallStart) | |
Connected | The time when the agent answered the call (AcdStatisticsPartB.dtAgentConnect) | |
End | Time the agent call was ended (StatisticsPartB.dtCallEnd) | |
Duration | The connection time with the agent (StatisticsPartB.dtCallEnd - StatisticsPartB.dtCallConnect) | |
Result | Final result of the agent call (StatisticsPartB.CONNRES) | |