temporary - for sample output later
remark: from date and to date are not set when the output set is empty. Is it desired or a bug?
Description
This report shows individual calls, which were processed in the selected ACD groups. It shows, which agent was connected in a particular call, and with what result. Per call several ACD groups can be shown. Per ACD group several rows might be shown for each call distributed to an agent.
Sample Execution (Input) → Sample Report (Output)
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 |
JTELWeb.ServiceNumbers | srn |
JTELWeb.AcdGroups | g |
| JTELWeb.Users | u |
| Name | Value | Criteria Used |
|---|---|---|
Date / Time | The date the call was initiated | a.dtCallStart |
Start | The time the call was started | a.dtCallStart |
End | The time the call was ended | a.dtCallEnd |
Caller | Telephone number of the caller | a.ANumber |
Service Number | Field “Service Number” if available, otherwise “platform goal” | srn.Name |
Group | Name of the group followed by the group number in brackets | g.Name |
Prio | The priority of the call on entry to the ACD group | acdb.nPriorityGroupStart |
Call Status | ||
Serviced | ||
Call Seconds | ||
Ring Seconds | ||
Agent Call Seconds | ||
Waiting Seconds | Total waiting time after entering the queue until call is answered by an agent or until the call is hung up, in seconds. The timestamp of entry into the queue of the first ACD group is used, regardless of whether the call is answered in another group. | CASE WHEN FirstQueued_dtQueueStart IS NOT NULL THEN TIMESTAMPDIFF( SECOND, FirstQueued_dtQueueStart, dtCallEnd ) ELSE 0 END AS WaitingTimeSeconds |
Post Call Seconds | Total duration of post-processing in seconds. The post-processing time is summed up over all agents, to account call forwarding. | SUM(b.PostCallInterval) |
Agent | Agent who first answered the call (i.e. who greeted the caller). No matter if the agent is from another group (group overflow or search circle extension). | u.Name |