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: PDFHTML
Columns
The following columns are provided.
Total Calls
Criteria Used (see also Inbound and Outbound Call KPIs ) Description COUNT( * ) All inbound and outbound calls made through the selected service numbers within a particular time slice.A - AcdGetCalls_ServiceNumbers
Total Parallel Calls
Criteria Used (see also A - Service Number KPIs) Description MAX(a.nParallelCallsByServiceNumbers) The biggest number of parallel calls made through the selected service numbers within a particular time slice.A - AcdGetParallelCallsMax_ServiceNumbers
Post Call Duration ???
Criteria Used (see also A - Service Number KPIs) Description MAX(a.nParallelCallsByServiceNumbers) The biggest number of parallel calls made through the selected service numbers within a particular time slice.A - AcdGetParallelCallsMax_ServiceNumbers
In Service
Criteria Used (see also A - Service Number KPIs ) Description acdb.dtAgentConnect IS NOT NULL ( acdb.dtAgentConnect - acdb.dtGroupStart ) <= ServiceLevelSeconds If ServiceLevelSeconds is 0, then this value is set to all calls connected to agents (i.e. ServiceLevelSeconds is ignored). All inbound and outbound calls which were made through a service number within a particular time slice, which were connected to an agent within (less than or equal to) the specified ServiceLevelSeconds.A - AcdGetInServiceCalls_ServiceNumbers
Not In Service
Criteria Used (see also A - Service Number KPIs ) Description acdb.dtAgentConnect IS NOT NULL ( dtAgentConnect - dtGroupStart ) > ServiceLevelSeconds All inbound and outbound calls which were made through a service number within a particular time slice, which were connected to an agent outside the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is 0.A - AcdGetNotInServiceCalls_ServiceNumbers
Hungup <=
Criteria Used (see also A - Service Number KPIs ) Description bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) <= HangupSeconds All inbound and outbound calls which were made through a 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 Value Reference - AcdGroupEndReasons.A - AcdGetInTimeHangupCalls_ServiceNumbers
Hungup >
Criteria Used (see also A - Service Number KPIs ) Description bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) > HangupSeconds All inbound and outbound calls which were made through a 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 Value Reference - AcdGroupEndReasons.A - AcdGetNotInTimeHangupCalls_ServiceNumbers
Total Duration Ringing Incoming Time
Criteria Used (see also A - Service Number KPIs ) Description SUM(IFNULL( a.dtCallConnect, a.dtCallEnd ) - a.dtCallStart) If the call ended without connection to an IVR object (a.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (a.dtCallEnd) else it is calculated with the call connection timestamp. The total ringing duration of all inbound and outbound calls which were made through a service number within a particular time slice, from the initiation on the system until the successful connection to an IVR object otherwise the end of the call.A - AcdGetRingingIncomingDuration_ServiceNumbers
Ø Duration Ringing Incoming Time
Criteria Used (see also A - Service Number KPIs ) Description AVR(IFNULL( a.dtCallConnect, a.dtCallEnd) - a.dtCallStart ) If the call ended without connection to an IVR object (a.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (a.dtCallEnd) else it is calculated with the call connection timestamp. The average ringing duration of all inbound and outbound calls which were made through a service number within a particular time slice, from the initiation on the system until the successful connection to an IVR object otherwise the end of the call.A - AcdGetRingingIncomingDurationAvg_ServiceNumbers
Total Duration Ringing Agent Time
Criteria Used (see also A - Service Number KPIs) Description AVR(IFNULL( b.dtCallConnect, b.dtCallEnd ) - b.dtCallStart) If the call ended without connection to an Agent or other destination (b.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (b.dtCallEnd) else it is calculated with the call connection timestamp. The average ringing duration of all inbound and outbound calls which were made through a service number within a particular time slice, from the initiation on an agent extension line until the answer by the agent or destination, or until the call end at the called agent or destination.A -AcdGetRingingAgentDurationAvg_ServiceNumbers
Ø Duration Ringing Agent Time
Criteria Used (see also Inbound and Outbound Call KPIs ) Description COUNT( * ) All inbound and outbound calls made through the selected service numbers within a particular time slice.A - AcdGetCalls_ServiceNumbers
Total Agents
Criteria Used (see also A - Service Number KPIs) Description acdb.dtCallConnect IS NOT NULL All inbound and outbound calls which were made through a service number within a particular time slice and were successfully connected to an agent.A - AcdGetTotalAgents_ServiceNumbers
Total VoiceMail
Criteria Used (see also A - Service Number KPIs ) Description acdb.AcdGroupActionTypesID = 3 acdb.dtAgentConnect IS NULL All inbound and outbound calls which were made through a service number within a particular time slice, which left an ACD group via an ACD group action of type 3 (voice-mail) - and which were not answered by an agent or other destination. See also Value Reference - AcdGroupActionTypes .A - AcdGetVoiceMailCalls_ServiceNumbers
Number Call Backs
Criteria Used (see also A - Service Number KPIs ) Description acdb.AcdGroupActionTypesID in (8, 10, 11, 12) acdb.dtAgentConnect IS NULL All inbound and outbound calls which were made through a service number within a particular time slice, which left an ACD group via an ACD group action of type 8 (Request Callback), 10 (Request Callback 2), 11 (Request Callback or Voice-Mail) or 12 (Request Callback 3) - and which were not answered by an agent or other destination. See also Value Reference - AcdGroupActionTypes .A - AcdGetCallBackCalls_ServiceNumbers
Hangups before Queue
Criteria Used (see also A - Service Number KPIs ) Description a.bCallerHangup = 1 acdb.dtQueueStart IS NULL The total number of inbound and outbound calls which were made through a service number within a particular time slice and which were hung up by the caller before the the queue started.A - AcdGetHangupsBeforeQueue_ServiceNumbers
Hangups Queue
Criteria Used (see also A - Service Number KPIs ) Description a.bCallerHangup = 1 acdb.dtGroupEnd IS NOT NULL acdb.dtQueueStart IS NOT NULL acdb.dtAgentConnect IS NULL The total number of inbound and outbound calls which were made through a service number within a particular time slice and which were hung up in the queue by the caller.A - AcdGetHangupsQueue_ServiceNumbers
Not Offered Calls
A - AcdGetTotalOtherCalls_ServiceNumbers
Criteria Used (see also A - Service Number KPIs ) Description a.dtCallConnect IS NULL (a.bCallerHangup IS NULL ) OR ( a.bCallerHangup = 0 ) All inbound and outbound calls which were made through an service number within a particular time slice, which were neither connected to an agent nor hung up by the caller.A - AcdGetTotalOtherCalls_ServiceNumbers