Description
The incoming calls report consists of two sections. The first section lists all calls received in ACD groups including calls forwarded from one group to another.
In the second area, an event is documented if:
- the accepting agent either
- forwards the call to another agent
- forwards the call to an external number
- forwards the call to a synonym
- or the conversation through a rule:
- ends in a callback request
- ends with the recording of a voicemail
- is forwarded to an external number
Sample Execution (Input) → Sample Report (Output)
Column
The following columns are provided.
Legend
Table | Alias |
|---|---|
StatisticsPartA (See also Table Reference - StatisticsPartA (A) ) | a |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
| StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
Columns of the first area
| Name | Value |
|---|---|
| ACD Group | Name of the group followed by the group number in brackets |
| Entry | If this is the original conversation:
If it is a call that was forwarded from another group:
|
| Rule | If it is not the original call, the following values can be present here:
|
| SRN (Origin) | Service number with optional service number Name in brackets of the original call |
Columns of the second area (overflow)
| Name | Value |
|---|---|
ACD Group |
|
| Entry | Group name followed by the group number in brackets of the group from which the call was forwarded |
| Rule | The following values can be present here:
|
| SRN (Origin) | See first table |
Calls - Offered
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 All inbound calls which entered an ACD group and service number within a particular time slice.AcdB - AcdGetGroupCalls_GroupServiceNumber
Calls - In Service
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 ( dtAgentConnect - dtGroupStart ) <= ServiceLevelSeconds All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent within (less than or equal to) the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is set to all calls connected to agents (i.e. ServiceLevelSeconds is ignored).AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
Calls - Not In Service
Criteria Used (see also ACD Group Service Number KPIs) Description dtAgentConnect IS NOT NULL ( acdb.dtAgentConnect - acdb.dtGroupStart ) > ServiceLevelSeconds All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent outside of the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is 0.AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
Calls - Hungup <=
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) <= HangupSeconds All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue within the specified HangupSeconds. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Calls - Hungup >
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) > HangupSeconds All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue after the sepecified HangupSeconds. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Calls - Error
Criteria Used (see also ACD Group Service Number KPIs) Description acdb.bOutbound = 0 AND acdb.AcdGroupEndReasonsID IS NULL OR acdb.AcdGroupEndReasonsID NOT IN (1, 2, 3, 4, 100, 101, 102, 105, 106, 107, 108, 109, 205, 206, 207) AND acdb.dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent because of an unspecified reason or reason other than the AcdGroupEndReasons with ID (1, 2, 3, 4, 100, 101, 102, 105, 106, 107, 108, 109, 205, 206 or 207). See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetErrorHangupCallsByGroupEndReason_GroupServiceNumber
Queue - Closed
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (100, 101, 102, 107, 108) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call was handled by a rule at one of the specified AcdGroupEndReasons: Group Start, Routing Application, Queue, Queue No Agents, Queue All Tried. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Queue - Full
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (105, 205) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call could not enter the queue because the queue was full. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Queue - Timeout
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (106, 206) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call left the queue becasue the configured queue timeout was reached. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
Queue - Leave
Criteria Used (see also ACD Group Service Number KPIs) Description acdb.bOutbound = 0 acdb.AcdGroupEndReasonsID = 109 acdb.dtAgentConnect IS NULL acdb.AcdGroupActionTypesID IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call left the queue because the caller pressed a valid DTMF whilst in the queue which was associated with a rule configured at the checkpoint “Queue Leave on DTMF” which was then executed.. See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes .AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber
Queue - Busy
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 0 AcdGroupEndReasonsID IN (1, 2, 3, 4, 207) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the system hungup the call when executing a defined group rule or when there was no rule however one would have been required to continue processing. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
Times - Answer Time
AcdB - AcdGetAnswerDuration_GroupServiceNumber Criteria Used (see also ACD Group Service Number KPIs) Description acdb.bOutbound = 0 acdb.dtAgentConnect IS NOT NULL SUM (acdb.dtAgentConnect - acdb.dtGroupStart) The total talking time duration between a caller and an agent or a destination in the selected ACD groups and via the selected service numbers within a particular time slice.
Times - Call Time
This KPI references all data from the StatisticsPartB table (agent calls) for each found entry in the AcdStatisticsPartB table. This enables the times agents were actually connected with callers to be measured. Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 b.CONNRES = 1 b.dtCallConnect IS NOT NULL b.UsersID IS NOT NULL The time difference between b.dtCallConnect or b.dtWhisperEnd (whichever is not NULL and later) and b.dtCallEndfor calls answered by agents (UsersID NOT NULL).AcdB - AcdGetCallDuration_GroupServiceNumber