This report contains aggregated data for inbound and outbound 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.
P. S. ACD-G-003-002 contains three additional columns: All Calls which calculates Inbound plus Outbound Calls, Voicemail Calls and Callback Calls.
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 |
Formula Used | Description |
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Availability = Answered Calls / Offered Calls | The ratio between the number of total calls answered and the number of calls that entered the selected groups and service number within a particular time slice. |
Formula Used | Description |
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Availability = Answered Calls / Offered Calls*100 | The percentage ratio between the number of total calls answered and the number of calls that entered the selected groups and service number within a particular time slice. |
Formula Used | Description |
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Service Level Calls % = Service Level Calls / Offered Calls*100 | The ratio between the number of calls answered within the service level chosen and the number of calls that entered the selected groups and service number within a particular time slice. |
Criteria Used | Description |
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acdb.AcdOriginGroupsID IS NULL acdb.bOutbound = TRUE acdb.CONNRES <> 1 | The total number of outbound calls initiated from the selected groups and service number within a particular time slice. |
Criteria Used | Description |
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acdb.AcdOriginGroupsID IS NULL acdb.bOutbound = TRUE acdb.CONNRES = 1 acdb.dtCallConnect IS NOT NULL | The total number of outbound calls initiated from the selected groups and service number within a particular time slice and that were answered by the destination. |
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. |
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:
Formula Used | Description |
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acdb.AcdOriginGroupsID IS NULL acdb.bOutbound = TRUE acdb.CONNRES = 1 acdb.dtCallConnect IS NOT NULL | The total number of outbound calls initiated from the selected groups and service number within a particular time slice and that were answered by the destination. |
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. |
The total number of inbound and outbound calls |
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Offered Calls + Outbound Calls OK |
Calls which resulted in a voicemail being left |
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acdb.AcdGroupActionTypesID = 3 |
Calls which resulted in a callback request being left |
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acdb.AcdGroupActionTypesID IN (8, 10, 11, 12) OR ( e.AcdEventTypesID = 3 )
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