ACD Incoming Calls Report (1)

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).

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.

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.

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.

bOutbound = 0

AcdGroupEndReasonsID IN (100, 101, 102, 107, 108)

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 was handled by a rule at one of the specified AcdGroupEndReasons:

Group Start, Routing Application, Queue, Queue No Agents, Queue All Tried.

See also Value Reference - AcdGroupEndReasons.

bOutbound = 0

AcdGroupEndReasonsID IN (105, 205)

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 could not enter the queue because the queue was full.

See also Value Reference - AcdGroupEndReasons.

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.bOutbound = 0

acdb.AcdGroupEndReasonsID = 109

acdb.dtAgentConnect IS NULL

acdb.AcdGroupActionTypesID 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 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 .

bOutbound = 0

bCallerHangup = 0

AcdGroupEndReasonsID IN (1, 2, 3, 4, 207)

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 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 Value Reference - AcdGroupEndReasons.

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).