Description
This report contains aggregated data for inbound calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups and, and not presented individually per group. The output data are cumulated per group then time slice.
CAUTION: if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution.
Sample Execution (Input) → Sample Report (Output)
This report is optimised for the following output formats: PDFHTML
Columns
The following columns are provided.
Legend
Table | Alias |
|---|---|
StatisticsPartA (See also Table Reference - StatisticsPartA (A) ) | a |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
| Name | Value | Criteria Used | |
|---|---|---|---|
Period | Time period (defined by the granularity) of the following values | ||
Agent | The name of the agent followed by the agent number in brackets | ||
Calls | Offered | Number of call attempts to the agent. | COUNT( b.dtCallStart ) |
Serviced | Number of calls successfully delivered to the agent and percentage of these calls concerning the total number of call attempts. | SUM( IF( b.dtCallConnect IS NOT NULL AND b.CONNRES = 1, 1, 0) ) | |
Busy | Number of call attempts which could not be delivered to the agent because the agent phone was busy. | SUM( IF ( b.CONNRES = 3, 1, 0 ) ) | |
No Answer | Number of call attempts which could not be delivered to the agent because the agent didn’t answer. | SUM( IF ( b.CONNRES = 2, 1, 0 ) ) | |
Rejected | Number of call attempts which could not be delivered to the agent because the agent refused the call. | SUM( IF ( b.CONNRES = 6, 1, 0 ) ) | |
Hungup | Number of call attempts which could not be delivered to the agent because the caller hung up in the meantime. | SUM( IF ( b.CONNRES = 4, 1, 0 ) ) | |
Error | Number of call attempts which could not be delivered to the agent and can not be assigned to the previous categories. | SUM( IF ( b.CONNRES NOT IN (1, 2, 3, 4, 6), 1, 0 ) | |
Call Time | Total Duration | Call duration within the listed time period (Received calls) | SUM(b.dtCallEnd - IF( b.dtWhisperEnd IS NULL, b.dtCallConnect, b.dtWhisperEnd )) |
Ø Duration | Average call duration of all calls within the time period referred to | ||
See also Value Reference - CONNRES