Description
This report contains aggregated data for inbound calls to the selected service numbers over the time period and granularity chosen. Data is presented cumulated per granularity.
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 |
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StatisticsPartA (See also Table Reference - StatisticsPartA (A) ) | a |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
Calls ended in IVR (before ACD)
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NULL | Total number of inbound calls ended in the IVR application |
Calls Offered outside Opening Hours
Description |
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Calls Offered during Opening Hours
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 | Total number of inbound calls offered during opening hours. |
Calls Answered by Agent
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) | Total calls answered by agent during opening hours. |
Overflow queue (timeout and other)
Criteria Used | Description |
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Calls which ended before entering the ACD queue
Criteria Used | Description |
---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 1, 2, 3 ) |
Calls which did not enter the queue because it was full
Criteria Used | Description |
---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 105, 205 ) | See also Value Reference - AcdGroupEndReasons |
Total hangups in queue
Criteria Used | Description |
---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) | See also Value Reference - AcdGroupEndReasons |
Hangups before <Short Hangups (s) > in Queue
Criteria Used | Description |
---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Short Hangups (s) | See also Value Reference - AcdGroupEndReasons |
Hangups after <Hangup Threshold (s) > in Queue
Criteria Used | Description |
---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Hangup Threshold (s) | See also Value Reference - AcdGroupEndReasons |
Calls Answered In Service Level
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) AND ( acdb.dtAgentConnect - a.dtCallStart ) <= Service Level (s) | Total calls successfully connected to an agent before <Service Level (s)>. See also Value Reference - AcdGroupEndReasons |
Calls Answered Out of Service Level
Criteria Used | Description |
---|---|
COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) AND ( acdb.dtAgentConnect - a.dtCallStart ) > Service Level (s) | Total calls successfully connected to an agent after <Service Level (s)>. See also Value Reference - AcdGroupEndReasons |
Average Talk Time
This column is the result of the following calculation: |
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Agent Calls Time Total / Average Agent Count |
Service Level
This column is the result of the following calculation: |
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Availability
This column is the result of the following calculation: |
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