Supervisor - Header Settings

VariableValue
$SERVICE_LEVEL_SECONDS

$STATISTICS_FROM_HOUR

$STATISTICS_FROM_MINUTE

$SHORT_HANGUP_SECONDS

$SERVICE_QUOTA_PERCENT

Daily Statistics - ACD Group (AcdStatisticsPartB)

ValueComment
SourceAcdStatisticsPartB (Cache)
Query
DataCache_AcdGroups_TodaysAcdStatisticsPartB.sql
RestrictionFor the current ACD group, only completed calls.
MeaningClosed calls for the respective ACD group.

Supervisor - Today's Statistics - Agent Calls

ValueComment
Source
AcdStatisticsPartB, StatisticsPartB (CACHE)
Query
DataCache_AcdGroups_TodaysStatisticsPartB.sql
RestrictionFor the displayed ACD group, only completed calls.
MeaningCompleted agent calls assigned to the respective ACD group

Supervisor - Today's Statistics - PBX Calls (StatisticsPartTI )

ValueComment
Source
StatisticsPartTI (CACHE)
Query
DataCache_PBX_TodaysStatisticsPartTI.sql
RestrictionFor the TK Users
MeaningOutbound Calls from PBX to external destinations

Supervisor - Today's Statistics - ACD Group

Column File: AcdSupervisor.Wallboard.Statistics.#{column.name}.xhtml

Caption

Meaning

Meaning Totals

Criteria Used

Group Name

AcdGroupsName

Name of the ACD group

Group Number

AcdGroupsNumber

Number of the ACD group

Waiting Time Max.

WaitingTimeMax

Maximum Waiting Time for completed calls, from the perspective of the ACD Group. That means only the waiting time in the respective ACD group is considered.

The waiting time is measured before the entry in the ACD group until:

  • Connection to an agent, if connected
  • otherwise until the execution of the first group rule (for example the recording of Voice Mail)
  • otherwise until the exit of the ACD Group (Call End or Overflow)

The maximum value of the column “Waiting Time Max”.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( MAX( CASE
       WHEN dtAgentConnect IS NOT NULL THEN ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400
       WHEN dtGroupActionStart IS NOT NULL THEN ( JULIANDAY( dtGroupActionStart ) - JULIANDAY( dtGroupStart ) ) * 86400
       WHEN dtGroupEnd IS NOT NULL THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
       ELSE 0
      END
     ), 0 ) AS TodayWaitingTimeMax

Waiting Time Ø

WaitingTimeAvg

Average waiting time for closed calls. The calculation is carried out analogously to the maximum waiting time.

The sum of the total waiting time for all displayed ACD groups divided by the sum “total calls”.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( SUM( CASE
       WHEN dtAgentConnect IS NOT NULL THEN ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400
       WHEN dtGroupActionStart IS NOT NULL THEN ( JULIANDAY( dtGroupActionStart ) - JULIANDAY( dtGroupStart ) ) * 86400
       WHEN dtGroupEnd IS NOT NULL THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
       ELSE 0
      END
     ), 0 ) AS TodayWaitingTime


Waiting Time Ø = TodayWaitingTime / TodayGroupCalls

Duration (All) Max.

DurationAllCallsMax

The maximum retention time in the ACD Group for all calls, measured from the time of the entrance in the ACD group until the exit of the ACD group (independent of the reason).

The maximum value of the column “Duration (All) Max”.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( MAX( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
     ), 0 ) AS TodayGroupCallsTimeMax

Duration (All) Ø

DurationAllCallsAvg


The average retention time in the ACD Group for all calls. The calculation is carried out analogously to the Duration (All) Max.

Sum of all times of the calls today divided by the number of calls today.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( SUM( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
     ), 0 ) AS TodayGroupCallsTime


Duration (All) Ø = TodayGroupCallsTime / TodayGroupCalls

Duration (Agents) max.

DurationAgentCallsMax

Maximum call length of the agent calls without Whisper Transfer Time (only for connected calls)

Maximum value of the column "Duration (Agents) max."

dtGroupEnd IS NOT NULL

AND AcdStatisticsPartB.bOutbound = 0

IFNULL( MAX( CASE
       WHEN ( CONNRES = 1 ) AND ( bTransferExternalNumber = 0 ) AND ( dtCallConnect IS NOT NULL ) AND ( dtCallEnd IS NOT NULL ) THEN 
        CASE
         WHEN ( dtWhisperEnd IS NOT NULL ) THEN ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtWhisperEnd ) ) * 86400
         ELSE ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtCallConnect ) ) * 86400
        END
       ELSE 0
      END
     ), 0 ) AS TodayDurationAgentCallsMax

See also Value Reference - CONNRES

Duration (Agents) Ø

DurationAgentCallsAvg


Average call length of the agent calls without Whisper Transfer Time  (only for connected calls)The total time of the agent calls for the displayed groups divided by the sum "Calls - Agents".

dtGroupEnd IS NOT NULL

AND AcdStatisticsPartB.bOutbound = 0

IFNULL( SUM( CASE
       WHEN ( CONNRES = 1 ) AND ( bTransferExternalNumber = 0 ) AND ( dtCallConnect IS NOT NULL ) AND ( dtCallEnd IS NOT NULL ) THEN 
        CASE
         WHEN ( dtWhisperEnd IS NOT NULL ) THEN ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtWhisperEnd ) ) * 86400
         ELSE ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtCallConnect ) ) * 86400
        END
       ELSE 0
      END
     ), 0 ) AS TodayDurationAgentCalls

See also Value Reference - CONNRES


Duration (Agents) Ø = TodayDurationAgentCalls / TodayAgentCalls

Calls Total

CallsTotal

Number of all received calls in this ACD group with regard to the group entrance (if a call enters the ACD group by several forwarding or overflows, it will be calculated several times).

The sum of the calls for all displayed ACD groups.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

COUNT(*) AS TodayGroupCalls

Calls Control

CallsControl

The number Control is the sum of the columns:

  • Calls-Agents
  • Calls - Busy
  • Hangup Announcement- Total
  • Short Hangups- Total
  • Hangup Queue- Total
  • Overflow - Queue Timeout
  • Calls - Other

and serves for control of the number “Calls - Total”.

If the system works correctly, the numbers “Calls - Control” and “Calls - Total” are equal.

The calculated sum of the total row of the columns:

  • Calls-Agents
  • Calls - Busy
  • Hangup Announcement- Total
  • Short Hangups- Total
  • Hangup Queue- Total
  • Overflow - Queue Timeout
  • Calls - Other

and serves for control of the number “Calls - Total”.

If the system works correctly the sum “Calls - Control” is equal to the sum “Calls - Total”.

CallsControl = ( TodayAgentCalls

+TodayDroppedByACDBusyCalls

+TodayHangupAnnouncementCalls

+TodayShortHangupCalls

+TodayHangupQueueCalls

+TodayOverflowQueueTimeoutCalls

+TodayOtherCalls )

Overflow Level

OverflowLevelIndicator

The maximum overflow level indicator associated with calls of this group, if it were calls which used the extended group search algorithm to find an agent, and the agent was in an extended group.The sum of the column "Overflow Level"


IFNULL( MAX(  IFNULL( nOverflowLevelIndicator, 0 ) 
     ), 0 ) AS OverflowLevelIndicator

Overflow Out

OverflowCallsOutToOtherGroup

Calls which overflowed from these groups to others groups of the extended group search.


The sum of the column "Overflow Out".

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( SUM( CASE
       WHEN (
         ( ExtendedGroupSearchAcdGroupsID IS NOT NULL )
         AND
         ( ExtendedGroupSearchAcdGroupsID NOT IN ( $ACDGROUPSIDS ) )
       ) THEN 1
       ELSE 0
      END
     ), 0 ) AS OverflowCallsOutToOtherGroup

Overflow In

OverflowCallsInFromOtherGroup

Calls which overflowed from groups of the extended group search to these groups.


The sum of the column "Overflow In".

COUNT( AcdStatisticsPartB.ID )

ExtendedGroupSearchAcdGroupsID IN ( $ACDGROUPSIDS )

AND AcdGroupsID NOT IN ( $ACDGROUPSIDS )

AND dtGroupEnd IS NOT NULL 

Calls Agents

CallsAgents

Calls which entered the ACD group and were connected to an agent (after whisper).

The sum of the column “ Calls Agents”.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

ASUM( CASE
       WHEN dtAgentConnect IS NOT NULL THEN 1
       ELSE 0
      END
     ), 0 ) AS TodayAgentCalls

Unanswered Calls

CallsUnanswered

Calls which entered the ACD group but were not connected to the agent.The sum of the column "Unanswered Calls"


CallsUnanswered = TodayGroupCalls - TodayAgentCalls

Calls - Busy

CallsDroppedByACDBusy

Calls which entered the ACD group but did not reach the queue because either:

the ACD queue was full (Cause for group end 205),

no agents were logged-in (Cause for group end 207),

or an error occurred (200)

and the system hung up, because no rule was defined.

The sum of the column “ Calls Busy”.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

AND dtAgentConnect IS NULL

AND AcdGroupEndReasonsID IN ( 200, 205, 207 )

AS TodayDroppedByACDBusyCalls

See also Value Reference - AcdGroupEndReasons

Calls - Other

CallsOther

All Calls, which:

  • were not connected to an agent (Column “Calls-Agents")
  • didn’t hang up before entering the queue (column "Hangup Announcement", "Short Hangups", "Hangups Queue")
  • did not end in a timeout in the queue (Column “Overflow Queue Timeout”)
  • did not receive a “busy” from the ACD (column “Calls - Busy”)

The sum of the column “Calls - Other”.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

AND dtAgentConnect IS NULL

AND AcdGroupEndReasonsID NOT IN (1, 2, 3, 4)

AND AcdGroupEndReasonsID NOT IN (106, 206)

AND AcdGroupEndReasonsID NOT IN (200, 205, 207)

AS TodayOtherCalls

See also Value Reference - AcdGroupEndReasons

Rejected Calls

CallsReject


Calls which entered the ACD group but were not connected to the agent because he was busy  (Cause for code 17),

The sum of the column "Calls Rejected"

acdb.AcdGroupsID IN ( $ACDGROUPSIDS )

AND a.bOutbound = 0

AND a.CauseCodesID = 17

a.dtCallConnect IS NULL

AS TodayRejectCalls

Outbound Total

OutboundTotal


Outgoing calls - initiated by a dialer or a click to dial - from this ACD group.The sum of the column "Outbound Total"

acdb.dtGroupEnd IS NOT NULL

AND acdb.bOutbound = 1

AS TodayOutboundTotalCalls

Agent Calls (↑•↓)

AgentCallsSkillTotal

The number of calls to agents

Note - in this column also forwarding to agents are counted. This number can exceed the number of agent calls in the section "calls".

The sum of the column "Agent Calls (↑•↓)"

dtGroupEnd IS NOT NULL

AND AcdStatisticsPartB.bOutbound = 0

IFNULL( SUM( CASE
       WHEN ( CONNRES = 1 )
         AND
         ( bTransferExternalNumber = 0 )
         AND 
         ( dtCallConnect IS NOT NULL )
         AND 
         ( dtCallEnd IS NOT NULL )
         THEN 1
       ELSE 0
      END
     ), 0 ) AS TodaySuccessfulAgentCalls

See also Value Reference - CONNRES

Agent Calls (↑)

AgentCallsSkillUpSkill

The number of calls to agents, who have a higher skill level than configured in the ACD due to a skill correction (Agent Status)

Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

The sum of the column "Agent Calls (↑)"

dtGroupEnd IS NOT NULL

AND AcdStatisticsPartB.bOutbound = 0

IFNULL( SUM( CASE
       WHEN ( CONNRES = 1 ) 
         AND
         ( bTransferExternalNumber = 0 )
         AND 
         ( dtCallConnect IS NOT NULL )
         AND 
         ( dtCallEnd IS NOT NULL )
         AND
         ( nSkillAfterCorrection > nSkillReal )
         THEN 1
       ELSE 0
      END
     ), 0 ) AS TodaySuccessfulAgentCallsUpSkill

See also Value Reference - CONNRES

Agent Calls (•)

AgentCallsSkillSameSkill

The number of calls to agents, who don't have a skill correction by Agent Status.

Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

The sum of the column "Agent Calls (•)"

dtGroupEnd IS NOT NULL

AND AcdStatisticsPartB.bOutbound = 0

IFNULL( SUM( CASE
       WHEN ( CONNRES = 1 ) 
         AND
         ( bTransferExternalNumber = 0 )
         AND 
         ( dtCallConnect IS NOT NULL )
         AND 
         ( dtCallEnd IS NOT NULL )
         AND
         ( nSkillAfterCorrection = nSkillReal )
         THEN 1
       ELSE 0
      END
     ), 0 ) AS TodaySuccessfulAgentCallsSameSkill

See also Value Reference - CONNRES

Agent Calls (↓)

AgentCallsSkillDownSkill

The numer of calls to agents, who have a lower skill level than configured in the ACD due to a skill correction (Agent Status).

Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls".

The sum of the column "Agent Calls (↓)"

dtGroupEnd IS NOT NULL

AND AcdStatisticsPartB.bOutbound = 0

IFNULL( SUM( CASE
       WHEN ( CONNRES = 1 ) 
         AND
         ( bTransferExternalNumber = 0 )
         AND 
         ( dtCallConnect IS NOT NULL )
         AND 
         ( dtCallEnd IS NOT NULL )
         AND
         ( nSkillAfterCorrection < nSkillReal )
         THEN 1
       ELSE 0
      END
     ), 0 ) AS TodaySuccessfulAgentCallsDownSkill

See also Value Reference - CONNRES

Queue Timeout

OverflowQueueTimeout

The number of calls which left the ACD

  • after Timeout with Rule (106),
  • after Timeout without Rule (206, System Hangup)


The sum of the column "Overflow Queue Timeout".

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( SUM( CASE
       WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID IN ( 106, 206 ) THEN 1
       ELSE 0
      END
     ), 0 ) AS TodayOverflowQueueTimeoutCalls

See also Value Reference - AcdGroupEndReasons

Last-Agent

LastAgentCalls

The number of calls which were connected to the Last Agent.

The sum of column “Last Agent”.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( SUM( CASE
       WHEN dtAgentConnect IS NOT NULL AND bLastAgentConnect = 1 THEN 1
       ELSE 0
      END
     ), 0 ) AS TodayLastAgentCalls

Last-Agent %

LastAgentPercent

As percentage the relation between the column “Last Agent” and “Calls Agents”.

Over all displayed groups the percentage of the calls, which were connected to the Last Agent with the Last Agent algorithm as relation to the number of Agent Calls.


LastAgentPercent = TodayLastAgentCalls * 100 / TodayAgentCalls

Hangup Announcement

HangupAnnouncementTotal


The number of calls which hung up

  • in the Announcement 1 or Tarif Prompt (Cause for Group end 1),
  • In the Routing Application (Cause for Group end 2),
  • In the Announcement 2 or Call Recording Announcement: (Cause for Group end 3)


The sum of the column “Hangup Announcement”.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( SUM( CASE
       WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID IN ( 1, 2, 3 ) THEN 1
       ELSE 0
      END
     ), 0 ) AS TodayHangupAnnouncementCalls

See also Value Reference - AcdGroupEndReasons

Hangup Announcement Ø

HangupAnnouncementAvg


The average duration of the calls, measured from the group entry until the hangup (Group end), which

  • in the Announcement 1 or Tarif Prompt (Cause for Group end 1),
  • In the Routing Application (Cause for Group end 2),
  • In the Announcement 2 or Call Recording Announcement: (Cause for Group end 3)

hung up.

The sum of the call duration for all calls which interrupted the prompt divided by the sum of “Hangup Announcement”.

HangupAnnouncementAvg = TodayShortHangupCallsTime / HangupAnnouncementTotal

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( SUM( CASE
       WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 <= $SHORT_HANGUP_SECONDS ) THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
       ELSE 0
      END
     ), 0 ) AS TodayShortHangupCallsTime

See also Value Reference - AcdGroupEndReasons

Short Hangups

ShortHangupsTotal


Number of callers, who hung up in the ACD Queue (Cause for Group end 4), but were in the queue for less than the set Short Hangups time.

The sum of the column “Hangup Announcement”.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( SUM( CASE
       WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 > $SHORT_HANGUP_SECONDS ) THEN 1
       ELSE 0
      END
     ), 0 ) AS TodayHangupQueueCalls

See also Value Reference - AcdGroupEndReasons

Short Hangups Ø

ShortHangupsAvg


Average time in the ACD group measured from the group entry to the hang up (Group end), for callers who hung up in the ACD queue (Cause for group end 4), but were in the queue for less than or equal the set Short Hangups time.

The sum of the call duration in the ACD group, for all calls hung up in the queue <= Short Hangups divided by the sum of the column “Short Hangups”.

ShortHangupsAvg = TodayShortHangupCallsTime / TodayShortHangupCalls

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

AND dtAgentConnect IS NULL

AND AcdGroupEndReasonsID = 4

AND ( dtGroupEnd - dtQueueStart ) <= SHORT_HANGUP_SECONDS

AS TodayShortHangupCallsTime

See also Value Reference - AcdGroupEndReasons

Hangups Queue

HangupsQueueTotal

Number of callers, who hung up in the ACD Queue (Cause for Group end 4), but were in the queue longer than the set Short Hangups time.

The sum of the column “Hangups Queue”.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

AND dtAgentConnect IS NULL

AND AcdGroupEndReasonsID = 4

AND ( dtGroupEnd - dtQueueStart ) > SHORT_HANGUP_SECONDS

AS TodayHangupQueueCalls

See also Value Reference - AcdGroupEndReasons

Hangups Queue max.

HangupsQueueMax


Maximum time in the ADC group, measured from the group entry to the hang up (Group end), for callers who hung up in the queue after the set Short Hangups time.

The maximum value of the column “Hangups Queue - max.”

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( MAX( CASE
       WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 > $SHORT_HANGUP_SECONDS ) THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
       ELSE 0
      END
     ), 0 ) AS TodayHangupQueueCallsTimeMax

See also Value Reference - AcdGroupEndReasons

Hangups Queue Ø

HangupsQueueAvg

Average time in the ADC group, measured from the group entry to the hang up (Group end), for callers who hung up in the queue after the set Short Hangups time.

The sum of the call duration in the ACD group, for all calls hung up in the queue > Short Hangups divided by the sum of the column “Hangup Queue - Total”.

HangupsQueueAvg = TodayHangupQueueCallsTime / TodayHangupQueueCalls

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( SUM( CASE
       WHEN dtAgentConnect IS NULL AND AcdGroupEndReasonsID = 4 AND ( ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtQueueStart ) ) * 86400 > $SHORT_HANGUP_SECONDS ) THEN ( JULIANDAY( dtGroupEnd ) - JULIANDAY( dtGroupStart ) ) * 86400
       ELSE 0
      END
     ), 0 ) AS TodayHangupQueueCallsTime

See also Value Reference - AcdGroupEndReasons

Hangups

HangupsTotal

The sum of ("Supervisor - Daily Statistics - Hang up Announcement") + ("Supervisor - Daily Statistics - Hangups Queue") + ("Supervisor - Daily Statistics - Short Hangups")

The sum of the column “Hangups”.

HangupsTotal = TodayHangupAnnouncementCalls +TodayHangupQueueCalls

+TodayShortHangupCalls

Transferred

TransferredNumber

Transferred calls from/to this group.

Since this can happen several times during a call, this number can exceed the total number of calls.

The sum of the column “Transferred”.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IFNULL( SUM( CASE
       WHEN AcdOverflowGroupsID <> AcdStatisticsPartB.AcdGroupsID THEN 1
       ELSE 0
      END
     ), 0 ) AS TodayTransferGroupCalls

Enquiry Calls

EnquiryCallsTotal

The number of enquiry calls (conversations in which the agent spoke to a target but did not forward).The sum of the column "Enquiry Calls"

IFNULL( SUM( CASE
       WHEN ( dtEnquiryStart IS NOT NULL ) AND ( dtEnquiryEnd IS NOT NULL ) THEN 1
       ELSE 0
      END
     ), 0 ) AS TodayEnquiryCalls

Handling Time Ø

HandlingTimeAvg

Average time taken by the agent to handle the call from the connection to his line to the end of the call inclusive the duration of the processing time after the call end.The sum of "Handling Time" divided by "Agent Calls"

IFNULL( SUM( CASE
       WHEN ( dtCallConnect IS NOT NULL ) AND ( dtCallEnd IS NOT NULL ) AND ( bTransferExternalNumber = 0 ) THEN ( JULIANDAY( dtCallEnd ) - JULIANDAY( dtCallConnect ) ) * 86400 + IFNULL( PostCallInterval, 0 )
       ELSE 0
      END
     ), 0 ) AS TodayHandlingTimeAgentCalls

HandlingTimeAvg = TodayHandlingTimeAgentCalls / TodayAgentCalls

Service Level (s)

ServiceLevelSeconds

Service level seconds set in the ACD Group.

His column doesn’t have a sum.

AcdGroups.ServiceLevelSeconds AS ServiceLevelSeconds

In Service

ServiceLevelInService

If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

  • With regard to the service level seconds set in the ACD the percentage of calls is determined, which were connnected successfully to an agent within the Service Level time measured from the entry in the ACD Group.

If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

  • Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” (with usage of the setting “Service Level (s)” of the ACD group) and the number of calls in all displayed ACD Groups, which:
    • entered the queue (didn’t hang up during the voice prompt).
    • > Short Hangups time in the queue (no short hangups)

If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

  • Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” per group (with usage of the setting “Service Level (s)” of the ACD group) and the number of calls in all displayed ACD Groups.

If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

  • Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” (with usage of the setting “Service Level - Service Level (s)” of the ACD group) and the number of calls in all displayed ACD Groups, which:
    • entered the queue (didn’t hang up during the voice prompt).
    • > Short Hangups time in the queue (no short hangups)

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

IF service parameter ACD.Wallboard.ServiceLevelCalculation = 0 THEN

IFNULL( SUM( CASE
       WHEN dtAgentConnect IS NOT NULL AND ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400 <= AcdGroups.ServiceLevelSeconds THEN 1
       ELSE 0
      END
     ), 0 ) AS TodayInServiceLevelCalls

ServiceLevelPercent = TodayInServiceLevelCalls * 100 /  TodayGroupCalls


IF System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 THEN
  IFNULL( SUM( CASE
       WHEN dtAgentConnect IS NOT NULL AND ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtQueueStart ) ) * 86400 <= AcdGroups.ServiceLevelSeconds THEN 1
       ELSE 0
      END
     ), 0 ) AS TodayInServiceLevelCalls2

ServiceLevelPercent2 = TodayInServiceLevelCalls2 * 100 /  (TodayGroupCalls - TodayNonQueueCalls - TodayShortHangupCalls)

Availability

ServiceLevelAvailability

If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

  • The Column “Calls-Agents” as percentage of “Calls Total”.

If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

  • Indicated as percentage, the relation between the number “Calls - Agents” and the number of calls in the ACD Group, which
    • entered the queue (didn’t hang up during the voice prompt).
    • > Short Hangups time in the queue (no short hangups)

If service parameter ACD.Wallboard.ServiceLevelCalculation = 0

  • Indicated as percentage, the relation between the sum “Calls-Agents” and the sum “Calls Total”.

If System Parameter ACD.Wallboard.ServiceLevelCalculation = 1

  • Indicated as percentage, the relation between the sum “Calls-Agents” and the number of calls in all displayed ACD groups, which
    • entered the queue (didn’t hang up during the voice prompt).
    • > Short Hangups time in the queue (no short hangups)

IF service parameter ACD.Wallboard.ServiceLevelCalculation = 0 THEN

AvailabilityPercent = TodayAgentCalls * 100 /  TodayGroupCalls


IF System Parameter ACD.Wallboard.ServiceLevelCalculation = 1 THEN

AvailabilityPercent2 = TodayAgentCalls * 100 /  (TodayGroupCalls - TodayNonQueueCalls - TodayShortHangupCalls)




Answered in s X

ServiceLevelAnsweredIn

With regard to the Servicelevel set in Header the percentage of calls is determined, which were connnected successfully to an agent within the Service Level time measured from the entry in the ACD Group.

Indicated as percentage, the relation between the sum of the calls which were labelled as “In Service” per group (with usage of the setting Servicelevel in the header) and the total number of calls in all displayed ACD Groups.


ServiceLevelAnsweredIn = TodayVariableInServiceLevelCalls * 100 / TodayGroupCalls

TodayVariableInServiceLevelCalls  = TodayInServiceLevelCalls OR TodayInServiceLevelCalls2

Y% answered in (s)

ServiceLevelPercentAnsweredIn

The maximum response time (difference between the connection with the agent and entry into the ACD group) for the first $SERVICE_QUOTA_PERCENT of answered calls (sorted by answering time ascending).

Note: If you set as Service Quota for example 80%, and you have one answered and one not answered call in the ACD group, a dash will appear, because not 80% of the calls were answered!

His column doesn’t have a sum.

bOutbound = 0

AND bCallInStandardServiceTimes <> 0

AND dtGroupEnd IS NOT NULL

MAX( IFNULL( ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtGroupStart ) ) * 86400, 999999 ) ) AS TodayVariableServiceQuotaCalls

Calls Not In Stand. Service Times

NotInStandardServiceTimesCalls


Calls which entered this group outside of the standard service times.The sum of the column "Calls Not In Stand. Service Times"

dtGroupEnd IS NOT NULL

AND bCallInStandardServiceTimes = 0

AS TodayNotInStandardServiceTimesCalls

PBX Outbound Calls

PBXClick2DialCallsTotal


Outbound Calls made from PBX to external destinations

Sum of the column "PBX Outbound Calls"

bIFNULL( SUM( CASE
       WHEN ( ( bOutbound = 1 ) AND ( bExternal = 1) AND ( nConnSeconds IS NOT NULL )  )THEN 1
       ELSE 0
      END
   ), 0 ) AS TodayPBXClick2DialCalls

Table: StatisticsPartTI

PBX Outbound Total Time

PBXClick2DialCallsTotalConnectionTime


Duration of Outbound Calls made from PBX to external destinations

Sum of the column "PBX Outbound Total Time"

IFNULL( SUM( CASE
       WHEN ( ( bOutbound = 1 ) AND ( bExternal = 1) AND ( nConnSeconds IS NOT NULL ) )THEN nConnSeconds
       ELSE 0
      END
   ), 0 ) AS TodayPBXClick2DialCallsTotalConnctionTime

Table: StatisticsPartTI

PBX Outbound Ø Time

PBXClick2DialCallsTotalConnectionTimeAvg


The average duration of Outbound Calls made from PBX to external destinationsSum of the column "PBX Outbound Ø Time"


todaysPBXClick2DialCalls_Calculated_ConnctionTimeAvg = TodayPBXClick2DialCallsTotalConnctionTime / TodayPBXClick2DialCalls

Service Service Skill 1 Agents Logged In 

Service.LoggedInAcdSkillsID1

The number of agents logged into the ACD group in any status with any value of skill 1, at the time the call entered the ACD group.


Sum of the column "Service Service Skill 1 Agents Logged In"AcdStatisticsPartB.GroupStart_LoggedInAcdSkillsID1AgentCount

Service Skill 1 Agents Free

Service.FreeAcdSkillsID1

The number of available agents with skill 1 (any value):

  • Logged into the ACD group

  • For calls

  • Not with the mandatory transaction code popup still showing

  • Not in pause

  • Telephone is free

  • Not in manual post call

at the time the call entered the ACD group. Note, this could include agents who are in automatic post call.

Sum of the column "Service Skill 1 Agents Free"AcdStatisticsPartB.GroupStart_FreeAcdSkillsID1AgentCount

Service Service Skill 2 Agents Logged In

Service.LoggedInAcdSkillsID2

The number of agents logged into the ACD group in any status with any value of skill 2, at the time the call entered the ACD group.Sum of the column "Service Service Skill 2 Agents Logged In"AcdStatisticsPartB.GroupStart_LoggedInAcdSkillsID2AgentCount

Service Skill 2 Agents Free

Service.FreeAcdSkillsID2

The number of available agents with skill 2 (any value):

  • Logged into the ACD group

  • For calls

  • Not with the mandatory transaction code popup still showing

  • Not in pause

  • Telephone is free

  • Not in manual post call

at the time the call entered the ACD group. Note, this could include agents who are in automatic post call.

Sum of the column "Service Skill 2 Agents Free"AcdStatisticsPartB.GroupStart_FreeAcdSkillsID2AgentCount

Service Service Skill 3 Agents Logged In

Service.LoggedInAcdSkillsID3

The number of agents logged into the ACD group in any status with any value of skill 3, at the time the call entered the ACD group.Sum of the column "Service Service Skill 3 Agents Logged In"AcdStatisticsPartB.GroupStart_LoggedInAcdSkillsID3AgentCount

Service Skill 3 Agents Free

Service.FreeAcdSkillsID3

The number of available agents with skill 3 (any value):

  • Logged into the ACD group

  • For calls

  • Not with the mandatory transaction code popup still showing

  • Not in pause

  • Telephone is free

  • Not in manual post call

at the time the call entered the ACD group. Note, this could include agents who are in automatic post call.

Sum of the column "Service Skill 3 Agents Free"AcdStatisticsPartB.GroupStart_FreeAcdSkillsID3AgentCount

Ø Waiting Time 

WaitingTimeTotalAvg

The amount of time calls which entered this ACD group wait until a successful connected to the destination.The sum of the column "Ø Total Waiting Time"
WaitingTimeTotalAvg = TodayTotalWaitingTime / TodayAgentCalls

IFNULL( SUM( ( SELECT  CASE   
         WHEN dtAgentConnect IS NOT NULL THEN ( JULIANDAY( dtAgentConnect ) - JULIANDAY( dtCallStart ) ) * 86400
         ELSE 0
        END
      FROM StatisticsPartA
      WHERE AcdStatisticsPartB.StatisticsPartAID = StatisticsPartA.ID 
  ) ), 0 ) AS TodayTotalWaitingTime

Action

Details:

Under Action, the details of the respective selected group are displayed.

Card:

Under this action the caller card of the respective caller is displayed.



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