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.
Caution: 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.
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
This report is optimised for the following output formats:
The following columns are provided.
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
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| 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). |
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent outside of the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is 0. |
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue within the sepcified HangupSeconds. See also Table Reference - AcdGroupEndReasons. |
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue after the sepcified HangupSeconds. See also Table Reference - AcdGroupEndReasons. |
Formula Used | Description |
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ErrorHangupCalls = OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls | The difference between the offered calls and all other hungup calls. |
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call was handled by a rule at one of the specified AcdGroupEndReasons: Group Start, Routing Application, Queue, Queue No Agents, Queue All Tried. See also Table Reference - AcdGroupEndReasons. |
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call could not enter the queue because the queue was full. See also Table Reference - AcdGroupEndReasons. |
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call left the queue becasue the configured queue timeout was reached. See also Table Reference - AcdGroupEndReasons. |
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call left the queue because the caller pressed a valid DTMF whilst in the queue which was associated with a rule configured at the checkpoint “Queue Leave on DTMF” which was then executed.. See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes . |
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the system hungup the call when executing a defined group rule or when there was no rule however one would have been required to continue processing. See also Table Reference - AcdGroupEndReasons. |
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The time difference between |
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The longest interaction between a caller and an agent or a destination in the selected ACD groups and via the selected service numbers within a particular time slice. |
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The time difference between See also Table Reference - AcdGroupEndReasons. |
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The maxumum time difference between See also Table Reference - AcdGroupEndReasons. |
This KPI references all data from the StatisticsPartB table (agent calls) for each found entry in the AcdStatisticsPartB table. This enables the times agents were actually connected with callers to be measured.
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The time difference between |
This KPI references all data from the StatisticsPartB table (agent calls) related to seleected service numbers for each found entry in the AcdStatisticsPartB table. This enables the times agents were actually connected with callers to be measured.
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
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| The maximum time difference between |
Formula Used | Description |
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Occupancy = CallTimeTotal*100 / TotalAgentLoginTime | The ratio between the cumulated duration of all offered calls in the selected groups and service numbers and the cumulated login time of all agents. |