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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

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 UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NULL 

Total number of inbound calls to the selected service number(s), which ended in the IVR application.


Calls Offered outside Opening Hours

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes = 0 
AND acdb.bCallInStandardServiceTimes = 0 )

Total number of inbound calls to the selected service number(s), which were offered outside opening hours.

Calls Offered during Opening Hours

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes <> 0 
OR acdb.bCallInStandardServiceTimes <> 0 )

Total number of inbound calls to the selected service number(s), which were offered during opening hours.

Calls Answered by Agent

CallsAnswered

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes <> 0 
OR acdb.bCallInStandardServiceTimes <> 0 )

AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 )

Total calls answered by agent during opening hours.

Overflow queue (timeout and other)

CallsEndAfterQueue

Criteria UsedDescription


Calls which ended before entering the ACD queue

CallsEndBeforeQueueOther

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes <> 0 
OR acdb.bCallInStandardServiceTimes <> 0 )

AND acdb.AcdGroupEndReasonsID IN ( 1, 2, 3 )



Calls which did not enter the queue because it was full

CallsEndBeforeQueueFull

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes <> 0 
OR acdb.bCallInStandardServiceTimes <> 0 )

AND acdb.AcdGroupEndReasonsID IN ( 105, 205 ) 

See also Value Reference - AcdGroupEndReasons

Total hangups in queue

HangupsInQueueTotal

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes <> 0 
OR acdb.bCallInStandardServiceTimes <> 0 )

AND acdb.AcdGroupEndReasonsID IN ( 4 )

See also Value Reference - AcdGroupEndReasons

Hangups before <Short Hangups (s) > in Queue

CallsShortHangup

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes <> 0 
OR acdb.bCallInStandardServiceTimes <> 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

HangupsInQueueLong1

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes <> 0 
OR acdb.bCallInStandardServiceTimes <> 0 )

AND acdb.AcdGroupEndReasonsID IN ( 4 )

AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Hangup Threshold (s)

See also Value Reference - AcdGroupEndReasons

Calls Answered In Service Level

CallsInService

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes <> 0 
OR acdb.bCallInStandardServiceTimes <> 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

CallsOutOfService

Criteria UsedDescription

COUNT( DISTINCT( a.ID ) ) 

a.bOutbound = 0

AND acdb.ID IS NOT NULL 

AND ( _bNotStandardOpeningTimes <> 0 
OR acdb.bCallInStandardServiceTimes <> 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

CallsAverageTime

This column is the result of the following calculation:
Agent Calls Time Total / Average Agent Count


Service Level

ServiceLevel

This column is the result of the following calculation:

Availability

This column is the result of the following calculation:

Agents (Status Calls and Automatic Post Call)

AverageAgentCount


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