Description
This report indicates how many inbound calls were routed through the selected ACD groups and how many time each selected transaction code was set in a particular time slice.
Column
Calls Offered during Opening Hours
CallsTotal
| Criteria Uses | Description |
|---|---|
a.bOutbound = 0 acdb.bCallInStandardServiceTimes <> 0 | num |
Calls Answered by Agent
CallsAnswered
| Criteria Uses | Description |
|---|---|
a.bOutbound = 0 acdb.bCallInStandardServiceTimes <> 0 acdb.dtAgentConnect IS NOT NULL |
Short Hangups < 5 Seconds
CallsShortHangup
| Criteria Uses | Description |
|---|---|
a.bOutbound = 0 acdb.bCallInStandardServiceTimes <> 0 acdb.dtGroupEnd - acdb.dtQueueStart <= 5 |
Average Talk Time
| Criteria Uses | Description |
|---|---|
sum(acdb.dtGroupEnd - acdb.dtAgentConnect) / CallsTotal a.bOutbound = 0 acdb.bCallInStandardServiceTimes <> 0 |
Availability
| Criteria Uses | Description |
|---|---|