Total inbound/outbound call routed/made to/by the current agent at this point of time within the selected time slice.

b.bOutbound = 0

1 if an inbound call was routed to this agent at this point of time within the selected time slice. Else 0.

b.bOutbound = 1

AND a.DiallerContactsID IS NULL

1 if a click-to-dial outbound call was made by this agent at this point of time within the selected time slice. Else 0.

b.bOutbound = 1

AND a.DiallerContactsID IS NOT NULL

1 if a dialler outbound call was made by this agent at this point of time within the selected time slice. Else 0.

( b.dtCallConnect - b.dtCallAlert ) IF b.bOutbound = 0 AND b.CONNRES = 1
(b.dtCallEnd - b.dtCallAlert) IF b.bOutbound = 0 AND b.CONNRES = 2
0 IF b.bOutbound = 0
(a.dtCallConnect - a.dtCallAlert) WHEN IFNULL( a.CONNRES, b.CONNRES ) = 1
( a.dtCallEnd - a.dtCallAlert ) WHEN IFNULL( a.CONNRES, b.CONNRES ) = 2

Ringing duration of the inbound/outbound call routed/made to/by the current agent at this point of time within the selected time slice.. Whether the call was answered by the destination or not.

See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw

( b.dtCallEnd - b.dtCallConnect ) IF b.bOutbound = 0 AND b.CONNRES = 1

(a.dtCallEnd - a.dtCallConnect) IF b.bOutbound = 1 AND IFNULL( a.CONNRES, b.CONNRES ) = 1

Answer duration of the inbound call sucessfully connected the current agent at this point of time within the selected time slice and answer duration of the outbound call made by the current agent and successfully connected to the destination at this point of time within the selected time slice.

See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw

b.bOutbound = 0 AND b.CONNRES = 1
b.bOutbound = 1 AND IFNULL( a.CONNRES, b.CONNRES ) = 1

1 if the inbound call routed to the current agent was successfully connected or the outbound call made by the current agent was successfully connected to the destination at this point of time within the selected time slice. Else 0.

See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw

b.bOutbound = 0 AND b.CONNRES = 3

OR

b.bOutbound = 1 AND IFNULL( a.CONNRES, b.CONNRES ) = 3

1 if the inbound call routed to the current agent at this point of time within the selected time slice was not successfully connected because his extension line was busy. Also 1 if the outbound call made by the current agent at this point of time within the selected time slice was not successfully connected to the destination because his extension was busy. Else 0.

See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw

b.bOutbound = 0 AND b.CONNRES = 2
b.bOutbound = 1 AND IFNULL( a.CONNRES, b.CONNRES ) = 2

1 if the inbound call routed to the current agent at this point of time within the selected time slice was not answered. Also 1 if the outbound call made by the current agent at this point of time within the selected time slice was not answered by the destination. Else 0.

See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw

1 IF (StatisticsPartB.bOutbound = 0 AND StatisticsPartB.CONNRES = 4) OR IF (StatisticsPartB.bOutbound = 1 AND IFNULL( StatisticsPartA.CONNRES, StatisticsPartB.CONNRES ) = 4)

1 if the inbound caller at this point of time within the selected time slice hungup whilst the call to the current agent was being made. Also 1 if the outbound call made by the current agent at this point of time within the selected time slice was aborted by the system. Else 0.

See also https://jtelgmbh.atlassian.net/wiki/x/awBoFw

(b.bOutbound = 0 AND b.CauseCodesID = in (1, 21, 28))

OR

(b.bOutbound = 1 AND a.CauseCodesID in (1, 21, 28))

1 if the inbound/outbound call routed/made to/by the current agent at this point of time within the selected time slice was rejected or the destination number was either unallocated (unassigned) or in an invalid format (address incomplete). Else 0.

See also https://jtelgmbh.atlassian.net/wiki/x/AYCvOQ

Servive Number

Name of the service via which the inbound calls was received or the (click-to-dial or dialler) outbound calls was made.

Dialler Campaign

Name of the campaign from which the dialler outbound calls was made

Contact

Number from the dialler contact list that was called

User Data

Info about the agent who initiated the dialler call.

Result Code

Name of the result code selected by the agent at the end of the dialler call.

NULL IF DiallerContactsHistory.DiallerResultCodesTypesID IS NULL
1 IF DiallerContactsHistory.DiallerResultCodesTypesID = 1

1 if the goal of this dialler outbound call was sucessfully reached by the current agent at this point of time within the selected time slice. Else empty cell.

NULL IF DiallerContactsHistory.DiallerResultCodesTypesID IS NULL
1 IF DiallerContactsHistory.DiallerResultCodesTypesID = 2

1 if the destination of this dialler outbound call made by the current agent at this point of time within the selected time slice could not be reached. Else empty cell.

NULL IF DiallerContactsHistory.DiallerResultCodesTypesID IS NULL
1 IF DiallerContactsHistory.DiallerResultCodesTypesID = 3

1 if this dialler outbound call made by the current agent at this point of time within the selected time slice have been postponed to a later date. Else empty cell.

NULL IF DiallerContactsHistory.DiallerResultCodesTypesID IS NULL
1 IF DiallerContactsHistory.DiallerResultCodesTypesID = 4

1 if dialler outbound calls who have been extended by a certain amount of time.

1 if this dialler outbound call made by the current agent at this point of time within the selected time slice have been extended by a certain amount of time. Else empty cell.