This report contains aggregated data for incoming calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups, and not presented individually per group.
: 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.
P. S. ACD-G-002-02, instead of containing the data of all selected ACD-Groups in one table, consist of one table per selected ACD-Group. The tables contain the same fields and are listed horizontally.
P. S. ACD-G-002-03 have an additional column "Line" containing the name of the Acd group.
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
The following columns are provided.
Table | Alias |
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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 |
This column is the result of the following calculation: |
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OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls |
This column is the result of the following calculation: |
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( In Service + Not In Service ) * 100.0 / Offered |
This column is the result of the following calculation: |
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In Service * 100.0 / Offered |
The average and maximum duration of the following KPI:
The average and maximum duration of the following KPI:
The average and maximum duration of the following KPI:
The average and maximum duration of the following KPI: