Description

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.

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.

Selection Criteria

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

Output Formats

This report is optimised for the following output formats:

Sample Execution (Input)

jtel Portal WIKI > ACD-G-003 - ACD Groups Report 4 and variant > image2021-3-16_21-29-50.png

Sample Report (Output)

jtel Portal WIKI > ACD-G-003 - ACD Groups Report 4 and variant > image2021-3-16_21-32-59.png

Columns

The following columns are provided.

Offered Calls

Availability

Formula Used	Description
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.

Availability %

Formula Used	Description
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.

In Service Calls

Service Level Calls %

Formula Used	Description
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.

Outbound Calls

Criteria Used

Description

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.

Outbound Talks

Criteria Used

Description

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.

Hungup Calls <=

Hungup Calls >

Number of Call Backs

Error Hangup Calls

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.

Queue Closed Calls

Queue Full Calls

Queue Timeout Calls

Queue Leave Calls

Calls Busy

Answer Time Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Hang Up Time Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Maximum Talk Time Inbound

The average and maximum duration of the following KPI:

Talk Time Ø Duration Outbound

Maximum Talk Time Outbound

Talk Time Ø Duration Outbound

Occupancy %

Formula Used	Description
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.