Description

This report contains aggregated data for incoming calls to the selected ACD groups and service numbers over the time period and granularity chosen. Data is aggregated over the selected ACD groups and service numbers, and not presented individually per group or per service number.

: if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution.

Service Level Calculation

The service level calculation in this report considers:

Calls answered by agents within "ServiceLevelSeconds" measured from the time call entered the groups
All calls which were offered to the groups

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
AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin)	login

Calls - Offered

Calls - In Service

Calls - Not In Service

Calls - Hungup <=

Calls - Hungup >

Calls - Error

Formula Used	Description
ErrorHangupCalls = OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls	The difference between the offered calls and all other hungup calls.

Calls - Queue Closed

Calls - Queue Full

Calls - Queue Timeout

Calls - Queue Leave

Calls - Busy

Answer Time - Ø Duration

Formula Used	Description
AcdGetAnswerDuration_GroupServiceNumber / (InServiceCalls + NotInServiceCalls)	The total answer time duration divided by the total number of calls answered by the destination

Answer Time - Maximum Duration

Hang Up Time - Ø Duration

Formula Used	Description
AcdGetCallerHangupCallsDuration_GroupServiceNumber / CallerHangupCallsTotal	The total hang up time duration divided by the total number of calls hung up

Hang Up Time - Maximum Duration

Talk Time - Ø Duration

Formula Used	Description
AcdGetCallDuration_GroupServiceNumber / AcdGetCallDurationCalls_GroupServiceNumber	The total talk time duration divided by the total number of calls successful connected to the destination

Talk Time - Maximum Duration

Occupancy (%)

Formula Used	Description
Occupancy = AcdGetCallDuration_GroupServiceNumber * 100 / AcdGetLoginDuration_Group	The total duration of calls successfully connected to the destination via the selected groups and service numbers divided by the total login time of all agents.