Description
This report contains aggregated data for inbound calls to the selected service numbers (ACD-S-002) and aggregated data for Inbound and outbound (ACD-S-002-02) over the time period and granularity chosen. Data is grouped per granularity then per service number.
P. S. ACD-S-002-02 contains the billing number and the service number name in addition to the service number.
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)
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 |
Number Offered
AcdB - AcdGetGroupCalls_GroupServiceNumber
Criteria Used (see also ACD Group Service Number KPIs) | Description |
|---|---|
bOutbound = 0 | All inbound calls which entered an ACD group and service number within a particular time slice. |
Number Answered
B - AcdGetAgentCalls_ServiceNumbers
| Criteria Used | Description |
|---|---|
SUM( IF( acdb.dtAgentConnect IS NOT NULL, 1, 0 ) a.bOutbound = 0 | Total inbound calls routed through the selected service number and that was successfully connected to the destination. |
Answered in Service Calls
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
Criteria Used (see also ACD Group Service Number KPIs) | Description |
|---|---|
bOutbound = 0 ( dtAgentConnect - dtGroupStart ) <= ServiceLevelSeconds | All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent within (less than or equal to) the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is set to all calls connected to agents (i.e. ServiceLevelSeconds is ignored). |
Answered not in Service Calls
| This column is the result of the following calculation: |
|---|
| Number Answered - Answered in Service Calls |
Hungup <=
Group_CallerHangupCallsTotal
AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber
Criteria Used (See also ACD Group Service Number KPIs) | Description |
|---|---|
acdb.bOutbound = 0 AND acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) AND a.bCallerHangup = 1 AND acdb.dtAgentConnect IS NULL | All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and the caller hung up the call for the reason 1, 2, 3 or 4. |
Lost Calls
| This column is the result of the following calculation: |
|---|
| Number Offered - Number Answered - Hungup <= |
Quote Accessibility
| This column is the result of the following calculation: |
|---|
| Number Answered * 100 / Number Offered |
Quote Hangups
| This column is the result of the following calculation: |
|---|
| Hungup <= * 100 / Number Offered |
Quote Lost Calls
| This column is the result of the following calculation: |
|---|
| Lost Calls * 100 / Number Offered |
Service Level
| This column is the result of the following calculation: |
|---|
| Answered in Service Calls / Number Offered |
Total Calls Inbound
| The total number of inbound calls |
|---|
| Total Calls Inbound |
Total Calls Outbound
| The total number of outbound calls |
|---|
| Total Calls Outbound |
Inbound 5 Seconds
| The total number of outbound calls |
|---|
| 5 seconds dropout after calling the system (regardless of whether it was hung up in the IVR or in the ACD) |