Description
This report contains aggregated data for incoming calls to the selected ACD groups and service numbers over the time period and granularity chosen. Data is aggregated over the selected ACD groups and service numbers, and not presented individually per group or per service number.
Caution: if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution.
Selection Criteria
Service Level Calculation
The service level calculation in this report considers:
Calls answered by agents within ServiceLevelSeconds measured from the time call entered the groups
All calls which were offered to the groups
Output Formats
This report is optimised for the following output formats: RED BLUE
Sample Execution (Input)
Sample Report (Output)
Columns
The following columns are provided.
Offered Calls
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
In Service Calls
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
| 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). |
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
Not In Service Calls
AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
| 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. |
Hungup Calls <=
AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
| 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 sepcified HangupSeconds. See also Table Reference - AcdGroupEndReasons. |
Hungup Calls >
AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
| 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 sepcified HangupSeconds. See also Table Reference - AcdGroupEndReasons. |
Error Hangup Calls
Formula Used | Description |
|---|---|
ErrorHangupCalls = OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls | The difference between the offered calls and all other hungup calls. |
Queue Closed Calls
AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
| 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 Table Reference - AcdGroupEndReasons. |
Queue Full Calls
AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
| 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 Table Reference - AcdGroupEndReasons. |
Queue Timeout Calls
AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
| 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 Table Reference - AcdGroupEndReasons. |
Queue Leave Calls
AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
| 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 . |
Busy Calls
AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
| 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 Table Reference - AcdGroupEndReasons. |
Average Answer Time
AcdB - AcdGetAnswerDuration_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
| The time difference between |
Maximum Answer Time
AcdB - AcdGetAnswerDurationMax_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
| The longest interaction 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. |
Average Hang Up Time
AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
| The time difference between See also Table Reference - AcdGroupEndReasons. |
Maximum Hang Up Time
AcdB - AcdGetCallerHangupCallsDurationMax_GroupServiceNumber
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
| The maxumum time difference between See also Table Reference - AcdGroupEndReasons. |
Average Talk Time
AcdB - AcdGetCallDuration_GroupServiceNumber
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 Groups KPIs (AcdB)) | Description |
|---|---|
| The time difference between |
Maximum Talk Time
AcdB - AcdGetCallDurationMax_GroupServiceNumber
This KPI references all data from the StatisticsPartB table (agent calls) related to seleected service numbers 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 Groups KPIs (AcdB)) | Description |
|---|---|
| The maximum time difference between |
Occupancy
Formula Used | Description |
|---|---|
Occupancy = CallTimeTotal*100 / TotalAgentLoginTime | The ratio between the cumulated duration of all offered calls in the selected groups and service numbers and the cumulated login time of all agents. |