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 to the selected service number(s), which ended in the IVR application. |
Calls Offered outside 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 to the selected service number(s), which were offered outside opening hours. |
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 should be ( _bNotStandardOpeningTimes = 0 box not checked or call during service time | Total number of inbound calls to the selected service number(s), which were 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 number of inbound calls to the selected service number(s), which were successfully connected to an agent during opening hours and ended because of an AcdGroupEndReason with ID 5, 103, 104, 203 or 204. See also Value Reference - AcdGroupEndReasons |
Overflow queue (timeout and other)
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 ( 106, 107, 108, 109, 206, 207, 200 ) | Total number of inbound calls to the selected service number(s), which left the ACD group during opening hours, because of an AcdGroupEndReason with ID 106, 107, 108, 109, 206, 207 or 200. See also Value Reference - AcdGroupEndReasons |
Calls which ended before entering the ACD queue
CallsEndBeforeQueueOther
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 ( 1, 2, 3 ) | Total number of inbound calls to the selected service number(s), which ended before entering the ACD group's queue during opening hours, because of an AcdGroupEndReason with ID 1, 2 or 3. See also Value Reference - AcdGroupEndReasons |
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 ) | Total number of inbound calls to the selected service number(s), which ended before entering the ACD group's queue during opening hours, because of an AcdGroupEndReason with ID 105 or 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 ) | Total number of inbound calls to the selected service number(s), which ended in the ACD group's queue during opening hours, because the caller hungup. See also Value Reference - AcdGroupEndReasons |
Hangups before <Short Hangups (s) > in Queue
CallsShortHangup
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 ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Short Hangups (s) | Total number of inbound calls to the selected service number(s), which ended before <Short Hangups (s)> seconds in the ACD group's queue during opening hours, because the caller hungup. See also Value Reference - AcdGroupEndReasons |
Hangups after <Hangup Threshold (s) > in Queue
HangupsInQueueLong1
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 ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Hangup Threshold (s) | Total number of inbound calls to the selected service number(s), which ended after <Hangup Threshold e (s)> seconds in the ACD group's queue during opening hours, because the caller hungup. See also Value Reference - AcdGroupEndReasons |
Calls Answered In 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 number of inbound calls to the selected service number(s), which were successfully connected to an agent before <Service Level (s)> during opening hours. 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 number of inbound calls to the selected service number(s), which were successfully connected to an agent after <Service Level (s)> during opening hours. See also Value Reference - AcdGroupEndReasons |
Average Talk Time
CallsAverageTime
This column is the result of the following calculation: |
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Agent Calls Time Total / Average Agent Count |
Service Level
ServiceLevel
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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Agents (Status Calls and Automatic Post Call)
AverageAgentCount