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Description

This report contains aggregated data for calls to and from service number(s) over the time period chosen. Data is presented aggregated over the complete time period selected. 

Important Information

This report produces a row in the data, even if the service number has received no calls. 

In the selection criteria, the condition a.ID IS NOT NULL is used technically to ensure correct data counting.

Sample Report (Output)

Selection Criteria

The following selection criteria are provided:

CriteriaDescription
Output FormatThe format to produce the report in 
PeriodThe time period over which to produce the report
Service Level (s)Calls which enter the ACD queue and are answered by an agent before the calculation dtAgentConnect - dtQueueStart exceeds this parameter will be considered as "in service" in the report.
Hangup Threshold (s)Calls which enter the ACD and either never reach the queue or hangup in the queue (AcdGroupEndReasonsID = 4) before the time difference dtGroupEnd - dtQueueStart exceeds this parameter will be considered as "Short Hangups" in the report.
Service NumbersThe service numbers for which to produce the report.

Columns

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

Service Number

The following fields are provided per unique service number:

FieldDatabase FieldValue
PlatformServiceNumbers.RootNumberThe platform destination (actually physically called number on the platform).
NumberServiceNumbers.NameThe service number (used for outbound signalling) for this service number.
NameServiceNumbers.Name2The name of the service number.
IDServiceNumbers.IDThe ID of the service number.
Billing NumberServiceNumbers.BillingNumberThe associated billing number for this service number.

e

Calls

The following fields are provided summarizing all calls to the service number:

FieldCalculationNotes
Calls Total #
WHEN ( a.ID IS NOT NULL ) 
THEN 1
ELSE 0
Count 1 for each unique call made to / from the service number.

Outbound

The following fields are provided summarizing all outbound calls from the service number:

FieldCalculationNotes
Outbound Total #
WHEN ( a.bOutbound = 1 )
THEN 1
ELSE 0
Count 1 for each unique outbound call made from the service number.
Outbound Connected #
WHEN ( a.bOutbound = 1 ) 
     AND 
     ( a.dtCallConnect IS NOT NULL ) 
THEN 1ELSE 0
Count 1 for each answered outbound call made from the service number.
Outbound Connected Sum (s) / hh:mm:ss
WHEN ( a.bOutbound = 1 ) 
     AND 
     ( a.dtCallConnect IS NOT NULL ) 
THEN IFNULL( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, a.dtCallConnect, a.dtCallEnd ) ), 0 )
ELSE 0
Sum connected time for each answered outbound call made from the service number.
Outbound Connected Avg (s) / hh:mm:ss
( Outbound Connected Sum (s) / Outbound Connected # )
Average of connected time for each answered outbound call made from the service number.

Inbound

The following fields are provided summarizing all inbound calls to the service number:

FieldCalculationNotes
Inbound Total #
WHEN ( a.bOutbound = 0 ) 
THEN 1
ELSE 0
Count 1 for each unique inbound call made to the service number.

IVR

The following fields are provided summarizing all IVR calls to the service number:

FieldCalculationNotes
IVR Only #
WHEN ( a.bOutbound = 0 ) 
     AND 
     ( acdb.ID IS NULL ) 
THEN 1
ELSE 0
Count 1 for each inbound call to the IVR only (not an ACD call) made to the service number.
IVR Only Sum (s) / hh:mm:ss
WHEN ( a.bOutbound = 0 ) 
     AND 
     ( acdb.ID IS NULL ) 
THEN IFNULL( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, a.dtCallConnect, a.dtCallEnd ) ), 0 )
ELSE 0
Sum connected time for each inbound call to the IVR only (not an ACD call) made to the service number.
IVR Only Avg (s) / hh:mm:ss
( IVR Only Sum (s) / IVR Only # )
Average of connected time for each inbound call to the IVR only (not an ACD call) made to the service number.

ACD

The following fields are provided summarizing all ACD calls to the service number (which either entered the ACD directly, or via the IVR):

FieldCalculationNotes
ACD Total #
WHEN ( a.bOutbound = 0 ) 
     AND 
     ( acdb.ID IS NOT NULL ) 
     AND
     ( acdb.AcdOriginGroupsID IS NULL )
THEN 1
ELSE 0
Count 1 for each inbound call to the ACD made to the service number.
ACD Not Serviced #
WHEN ( a.bOutbound = 0 ) 
     AND 
     ( acdb.ID IS NOT NULL ) 
     AND
     ( acdb.AcdOriginGroupsID IS NULL )
     AND 
     ( acdb.dtAgentConnect IS NULL )
THEN 1
ELSE 0

ACD Not Serviced Short
WHEN ( a.bOutbound = 0 ) 
     AND 
     ( acdb.ID IS NOT NULL ) 
     AND
     ( acdb.AcdOriginGroupsID IS NULL )
     AND 
     ( acdb.dtAgentConnect IS NULL )
     AND
     ( acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) )
     AND
     ( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, acdb.dtGroupStart, acdb.dtGroupEnd ) ) <= _HangUpSeconds )
THEN 1
ELSE 0

ACD Not Serviced Long
WHEN ( a.bOutbound = 0 ) 
     AND 
     ( acdb.ID IS NOT NULL ) 
     AND
     ( acdb.AcdOriginGroupsID IS NULL )
     AND 
     ( acdb.dtAgentConnect IS NULL )
     AND
     ( acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) )
     AND
     ( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, acdb.dtGroupStart, acdb.dtGroupEnd ) ) <= _HangUpSeconds )
THEN 1
ELSE 0

ACD Not Serviced Others
WHEN ( a.bOutbound = 0 ) 
     AND 
     ( acdb.ID IS NOT NULL ) 
     AND
     ( acdb.AcdOriginGroupsID IS NULL )
     AND
     ( acdb.dtAgentConnect IS NULL )
     AND
     ( NOT acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) )
THEN 1
ELSE 0

ACD Serviced #
WHEN ( a.bOutbound = 0 ) 
     AND 
     ( acdb.ID IS NOT NULL ) 
     AND
     ( acdb.AcdOriginGroupsID IS NULL )
     AND 
     ( acdb.dtAgentConnect IS NOT NULL )
THEN 1
ELSE 0

ACD Serviced INS
WHEN ( a.bOutbound = 0 ) 
     AND 
     ( acdb.ID IS NOT NULL ) 
     AND
     ( acdb.AcdOriginGroupsID IS NULL )
     AND 
     ( acdb.dtAgentConnect IS NOT NULL )
     AND
     ( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, acdb.dtGroupStart, acdb.dtAgentConnect ) ) <= _ServiceLevelSeconds ) 
THEN 1
ELSE 0

ACD Serviced OOS
WHEN ( a.bOutbound = 0 ) 
     AND 
     ( acdb.ID IS NOT NULL ) 
     AND
     ( acdb.AcdOriginGroupsID IS NULL )
     AND 
     ( acdb.dtAgentConnect IS NOT NULL )
     AND
     ( JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, acdb.dtGroupStart, acdb.dtAgentConnect ) ) > _ServiceLevelSeconds ) 
THEN 1
ELSE 0

ACD Waiting Time Sum (s) / hh:mm:ss
WHEN ( a.bOutbound = 0 )
     AND 
     ( acdb.ID IS NOT NULL ) 
     AND
     ( acdb.AcdOriginGroupsID IS NULL )
     AND 
     ( acdb.dtAgentConnect IS NOT NULL )
THEN JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, acdb.dtGroupStart, acdb.dtAgentConnect ) )
ELSE NULL

ACD Waiting Time Avg. (s) / hh:mm:ss

ACD Talk Time Sum (s) / hh:mm:ss
WHEN ( a.bOutbound = 0 )
     AND 
     ( acdb.ID IS NOT NULL ) 
     AND
     ( acdb.AcdOriginGroupsID IS NULL )
     AND 
     ( acdb.dtAgentConnect IS NOT NULL )
     AND
     ( b.dtCallConnect IS NOT NULL )
     AND
     ( b.dtCallEnd IS NOT NULL )
THEN JTELStats2.MICROSECONDS_TO_SECONDS_ROUNDED( TIMESTAMPDIFF( MICROSECOND, b.dtCallConnect, b.dtCallEnd ) )
ELSE 0

ACD Talk Time Avg. (s) / hh:mm:ss

ACD Post Call Time Sum (s) / hh:mm:ss
WHEN ( a.bOutbound = 0 )
     AND 
     ( acdb.ID IS NOT NULL ) 
     AND
     ( acdb.AcdOriginGroupsID IS NULL )
     AND 
     ( acdb.dtAgentConnect IS NOT NULL )
     AND
     ( b.dtCallConnect IS NOT NULL )
     AND
     ( b.dtCallEnd IS NOT NULL )
THEN PostCallInterval
ELSE 0

ACD Post Call Time Avg. (s) / hh:mm:ss

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