Description
This report shows individual inbound calls (ACD-A-002) and outbound calls (only in ACD-A-002-02) in ACD groups organized by service number. You can see to which agents calls were routed. The connection times are shown.
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 |
Name | Description | Criteria Used |
|---|---|---|
Date | The date the call was initiated | a.dtCallStart |
Service Number | Platform Destination (B Number) | |
Call Start | The time the call was started | a.dtCallStart |
Call End | The time the call was ended | a.dtCallEnd |
Type ACD-A-002-02 ONLY | Inbound or Outbound | a.bOutbound == 1 → Outbound Call otherwise Inbound |
Caller | Telephone number of the caller(A Number) | |
ACD Group Name | Name of the group | |
Group Start | The time the call entered the ACD group | acdb.dtGroupStart |
Group End | The time the call quit the ACD group | IF ( b.dtCallEnd ='00-00-00 00:00:00', NULL, b.dtCallEnd ) |
Connected | The time when the agent answered the call | acdb.dtAgentConnect |
Duration | Total duration of the call | StatisticsPartA.dtCallEnd - StatisticsPartA.dtCallStart |
Agent | The name of the agent followed by the agent number in brackets | |
Duration | The connection time with the agent | IF ( b.dtCallConnect IS NOT NULL, (StatisticsPartB.dtCallEnd - StatisticsPartB.dtCallConnect, ), NULL ) |