Description
This report contains aggregated data for incoming calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups, and not presented individually per group.
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
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
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
Hungup Calls <=
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
Hungup Calls >
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
Relevant for SLA
In Service Calls
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
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
Hungup Calls <=
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
Hungup Calls >
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
Call Backs Quantity
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID = 109 bCallbackVoiceMailBooked = 1 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 decided to leave the queue by pressing a DTMF and subsequently booked a callback or left a voice mail (which would have been initiated by an associated rule in the ACD group).
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
Accessibility
This column is the result of the following calculation:
( In Service + Not In Service ) * 100.0 / Offered
Service Level
This column is the result of the following calculation:
In Service * 100.0 / Offered
Answer Time Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
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.
Hang Up Time Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 dtAgentConnect IS NULL bCallerHangup = 1 AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) The time difference between dtGroupStart and dtGroupEndfor calls where the caller did not speak to an agent and hung up before or whilst in the ACD queue. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
Talk Time Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
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
Post Call Time Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
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