Description

This report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen. Data is aggregated over the selected service numbers, and not presented individually per service number.

Caution: This report is designed to be viewed by the operation manager 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 service numbers

• All calls which were offered to the service numbers

Output Formats

This report is optimised for the following output formats: PDF HTML

Columns

The following columns are provided.

Total Calls

A - AcdGetCalls_ServiceNumbers

Total Parallel Calls

A - AcdGetCalls_ServiceNumbers

Post Call Duration

A - AcdGetParallelCallsMax_ServiceNumbers

In Service

A - AcdGetInServiceCalls_ServiceNumbers

Not In Service

A - AcdGetNotInServiceCalls_ServiceNumbers

Hungup <=

A - AcdGetInTimeHangupCalls_ServiceNumbers

Hungup >

A - AcdGetNotInTimeHangupCalls_ServiceNumbers

Total Duration Ringing Incoming Time

A - AcdGetRingingIncomingDuration_ServiceNumbers

Average Duration Ringing Incoming Time

A - AcdGetRingingIncomingDurationAvg_ServiceNumbers

Total Duration Ringing Agent Time

A - AcdGetRingingAgentDuration_ServiceNumbers

Average Duration Ringing Agent Time

A -AcdGetRingingAgentDurationAvg_ServiceNumbers

Total Agents

A - AcdGetTotalAgents_ServiceNumbers

Total VoiceMail

A - AcdGetVoiceMailCalls_ServiceNumbers

Number Call Backs

A - AcdGetCallBackCalls_ServiceNumbers

Hangups before Queue

A - AcdGetHangupsBeforeQueue_ServiceNumbers

Hangups Queue

A - AcdGetHangupsQueue_ServiceNumbers

Not Offered Calls

A - AcdGetTotalOtherCalls_ServiceNumbers