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. It also contains the total number of incoming calls connected to an agent (see also AcdB - AcdGetTotalAgents_Group), the total number of “callback“ media events (see also AcdB - AcdGetCallBackCalls_Group ), and the total number of “voicemails“ media events (see also AcdB - AcdGetVoiceMailCalls_Group ) created during the call flow.
: 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.
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 |
| Formula | Description |
|---|---|
| AcdGetInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls in service and the number of incalls calls connected to agents. |
| Formula | Description |
|---|---|
| AcdGetNotInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls not in service and the number of inbound calls connected to agents. |
| Formula | Description |
|---|---|
| AcdGetInTimeHangupCalls_Group * 100 / AcdGetCalls_Group | Ratio between the number of calls hungup before the hungup threshold and the total number of inbound calls routed to ACD groups. |
| Formula | Description |
|---|---|
| AcdGetNotInTimeHangupCallsByParam_Group * 100 / AcdGetCalls_Group | Ratio between the number of calls hungup after the hungup threshold and the total number of inbound calls routed to ACD groups. |