This report is available in two variants.
Variant | From Release | Additions |
---|---|---|
ACD-001 | All Releases | |
ACD-001-02 | Additional columns:
|
The incoming calls report consists of two sections. The first section lists all calls received in ACD groups including calls forwarded from one group to another.
In the second area, an event is documented if:
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 |
Name | Value |
---|---|
ACD Group | Name of the group followed by the group number in brackets |
Entry | If this is the original conversation:
If it is a call that was forwarded from another group:
|
Rule | If it is not the original call, the following values can be present here:
|
SRN (Origin) | Service number with optional service number Name in brackets of the original call |
Name | Value |
---|---|
ACD Group |
|
Entry | Group name followed by the group number in brackets of the group from which the call was forwarded |
Rule | The following values can be present here:
|
SRN (Origin) | See first table |
Criteria Used | Report Variant | Description |
---|---|---|
"Calls - In Service" + "Calls - Not In Service" | The total number of inbound calls which were serviced within a particular time slice. |
Criteria Used | Report Variant | Description |
---|---|---|
( "Calls - In Service" + "Calls - Not In Service" ) / ( "Calls - Offered" ) | The percentage of offered calls which were serviced within the time slice. |
Criteria Used | Report Variant | Description |
---|---|---|
( "Calls - Hungup <=" + "Calls - Hungup >" ) / ( "Calls - Offered" ) | The percentage of offered calls which hungup within the time slice. |
This column is the result of the following calculation: Ø Answer Time = Answer Time / (In Service Calls + Not In Service Calls)
This column is the result of the following calculation: Ø Call Time = Call Time / (In Service Calls + Not In Service Calls)