This report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen. Data is aggregated over the selected service numbers, and not presented individually per service number.
:This report is designed to be viewed by the operation manager 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 service numbers
All calls which were offered to the service numbers
The following columns are provided.
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 |
| Formula Used | Description |
|---|---|
| InServiceCalls * 100 / (InserviceCalls + NotInserviceCalls) | Percentage of calls processed within the specified service time seconds |
| Formula Used | Description |
|---|---|
| NotInserviceCalls * 100 / (InserviceCalls + NotInserviceCalls) | Percentage of calls processed outside the specified service time seconds |
| Formula Used | Description |
|---|---|
| Hungup <= * 100 / (Hungup <= + Hungup >) | Percentage of calls terminated within the specified hang up time |
| Formula Used | Description |
|---|---|
| Hungup > * 100 / (Hungup <= + Hungup >) | Percentage of calls terminated outside the specified hang up time |