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Description

This report contains data - presented individually per agent - for inbound calls to, and outbound calls from the selected agents over the time period chosen.

Selection Criteria

Output Formats

This report is optimised for the following output formats: PDFHTML

Sample Execution (Input)

Sample Report (Output)

Columns

The following columns are provided.

Legend

Table

Alias

StatisticsPartO (See also Table Reference - StatisticsPartO )

o

StatisticsPartB (See also Table Reference - StatisticsPartB (B) )

b

StatisticsPartA (See also Table Reference - StatisticsPartA (A) )

a

AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) )

acdb

Total ACD Calls

B - AcdGetACDCalls_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

b.bOutbound = 0

b.bTransferAgent = 0

b.bTransferExternalNumber = 0

Total inbound calls distributed to agents within a particular time slice. Except calls transferred by an agent to another agent or to an external number.

ACD Calls Taken

B - AcdGetACDTakenCalls_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

b.bOutbound = 0

b.bTransferAgent = 0

b.bTransferExternalNumber = 0

b.CONNRES = 1

Total inbound calls answered by agents within a particular time slice. Except calls transferred by an agent to another agent or an external number.

ACD Calls Average Duration

B - AcdGetACDCallsDurationAvg_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

AVG(b.dtCallEnd - b.dtCallConnect)

b.bOutbound = 0

b.bTransferAgent = 0

b.bTransferExternalNumber = 0

b.CONNRES = 1

 Average duration of inbound calls answered by agents within a particular time slice. Except calls transferred by an agent to another agent or an external number.

ACD Calls Total Duration

B - AcdGetACDCallsDuration_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

SUM(b.dtCallEnd - b.dtCallConnect)

b.bOutbound = 0

b.bTransferAgent = 0

b.bTransferExternalNumber = 0

b.CONNRES = 1

Total duration of inbound calls answered by agents within a particular time slice. Except calls transferred by an agent to another agent or to an external number.

Total ACD Outdial Calls

B - AcdGetACDOutdialCalls_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

b.bOutbound = 1

b.bTransferAgent = 0

b.bTransferExternalNumber = 0

Total outbound calls made by agents within a particular time slice. Except calls transferred by an agent to another agent or to an external number.

ACD Outdial Calls Taken

B - AcdGetACDOutdialTakenCalls_Agent

Criteria Used (see also B - ACD Agents KPIs)

Description

b.bOutbound = 1

b.bTransferAgent = 0

b.bTransferExternalNumber = 0

b.CONNRES = 1

Total outbound calls made by agents and answered by the destination within a particular time slice. Except calls transferred by an agent to anothter agent or to an external number.

ACD Outdial Calls Average Duration

B - AcdGetACDOutdialCallsDurationAvg_Agent

Criteria Used (see also B - ACD Agents KPIs)

Description

AVG(b.dtCallEnd - b.dtCallConnect)

b.bOutbound = 1

b.bTransferAgent = 0

b.bTransferExternalNumber = 0

b.CONNRES = 1

Average duration of outbound calls made by agents within a particular time slice. Except calls transferred by an agent to anothter agent or to an external number.

ACD Outdial Calls Total Duration

B - AcdGetACDOutdialCallsDuration_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

SUM(b.dtCallEnd - b.dtCallConnect)

b.bOutbound = 1

b.bTransferAgent = 0

b.bTransferExternalNumber = 0

b.CONNRES = 1

Total duration of outbound calls made by agents within a particular time slice. Except calls transferred by an agent to anothter agent or to an external number.

Total ACD Transfer Calls

B - AcdGetACDTransferAgentCalls_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

b.bTransferAgent = 1

OR
b.bTransferExternalNumber = 1

Total inbound and outbound calls transferred to the agent from another agent .

ACD Transfer Calls Taken

B - AcdGetACDTransferAgentTakenCalls_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

b.bTransferAgent = 1

OR
b.bTransferExternalNumber = 1

b.CONNRES = 1

Total inbound and outbound calls transferred to the agent from another agent and which were answered.

ACD Transfer Calls Average Duration

B - AcdGetACDTransferAgentCallsDurationAvg_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

AVG(b.dtCallEnd - b.dtCallConnect)

b.bTransferAgent = 1

OR
b.bTransferExternalNumber = 1

b.CONNRES = 1

Average duration of inbound and outbound calls transferred to the agent from another agent.

ACD Transfer Calls Total Duration

B - AcdGetACDTransferAgentCallsDuration_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

SUM(b.dtCallEnd - b.dtCallConnect)

b.bTransferAgent = 1

OR
b.bTransferExternalNumber = 1

b.CONNRES = 1

Total duration of inbound and outbound calls transferred to the agent from another agent.

Total ACD Post Calls

B - AcdGetPostCalls_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

 b.PostCallInterval > 0

b.CONNRES = 1

Total number of inbound calls distributed to agents and outbound calls distributed to the destination within a particular time slice were in status manual postcall and/or automatic postcall after the call end.

See also Value Reference - CONNRES

ACD Post Calls Taken

B - AcdGetPostTakenCalls_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

 b.PostCallInterval > 0

b.CONNRES = 1

Total number of inbound calls answered by agents and outbound calls answered by the destination within a particular time slice were in status manual postcall and/or automatic postcall after the call end.

See also Value Reference - CONNRES

ACD Post Calls Average Duration

B - AcdGetPostCallDurationAvg_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

AVG(b.dtCallEnd - b.dtCallStart)

b.PostCallInterval > 0

b.CONNRES = 1

Average duration of inbound calls distributed to agents and outbound calls distributed to the destination within a particular time slice - in status manual postcall and/or automatic postcall after the end .

See also Value Reference - CONNRES

ACD Post Calls Total Duration

B - AcdGetPostCallDuration_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

SUM(b.dtCallEnd - b.dtCallStart)

b.PostCallInterval > 0

b.CONNRES = 1

Total duration of inbound calls distributed to agents and outbound calls distributed to the destination within a particular time slice - in status manual Post Call and/or automatic Post Call after the end .

See also Value Reference - CONNRES

Agents that were in manual Post Call Time processing and/or automatic Post Call Time processing status after the call ended.
It should be noted that as of Release 3.29 manual Post Call Time processing, which is selected during the call by selecting the related agent status, is not counted statistically until the call is ended. This is because the agent is not considered in Post Call Time processing during the call.


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