Description
This report contains aggregated data for inbound calls to the selected service numbers over the time period and granularity chosen. Data is presented individually granularity then per service number.
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
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 |
Number Offered
AcdB - AcdGetGroupCalls_GroupServiceNumber
Criteria Used (see also ACD Group Service Number KPIs) | Description |
|---|---|
bOutbound = 0 | All inbound calls which entered an ACD group and service number within a particular time slice. |
Number Answered
Answered in Service Calls
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
Criteria Used (see also ACD Group Service Number KPIs) | Description |
|---|---|
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). |
Answered not in Service Calls
Hungup <=
AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber
Criteria Used (See also ACD Group Service Number KPIs) | Description |
|---|---|
acdb.bOutbound = 0 AND acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) AND a.bCallerHangup = 1 AND acdb.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 the caller hung up the call for the reason 1, 2, 3 or 4. |