This report contains aggregated data for inbound calls to the selected ACD groups over the time period and granularity chosen. The output data are cumulated per group then time slice.
: 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 |
Criteria Used | Description |
---|---|
acdb.bOutbound = 0 AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) ) | Total number of inbound calls which entered the selected ACD group(s) then left with the AcdGroupEndReasonsID 100 (Group Start (Rule)), 101 (Routing-Application (Rule)) or 102 (Queue (Rule)) and the AcdGroupActionTypesID 3 (Voice-Mail), 8 (Request Callback) or 10 (Request Callback or Voice-Mail). See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes |
Criteria Used | Description |
---|---|
acdb.bOutbound = 0 AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) ) | Total number of inbound calls which entered the selected ACD group(s) then left with the AcdGroupEndReasonsID 100 (Group Start (Rule)), 101 (Routing-Application (Rule)) or 102 (Queue (Rule)) and none of the AcdGroupActionTypesID 3 (Voice-Mail), 8 (Request Callback) or 10 (Request Callback or Voice-Mail). See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes |
Criteria Used | Description |
---|---|
acdb.bOutbound = 0 AND dtQueueStart IS NOT NULL | Totals number of inbound calls which entered into the ACD group queue within a particular time slice. |
Criteria Used | Description |
---|---|
CallsQueueTotal * 100 / CallsTotal | The ratio in percent between calls that entered the ACD group queue and the total offered calls. |
This column is the result of the following calculation: |
---|
Calls Relevant for SLA = CallsTotal - CallsRuleBeforeQueueVoiceMail - CallsRuleBeforeQueueOthers - CallsQueueFull - CallsHangupPreQueue - CallsQueueShortHangup where CallsRuleBeforeQueueVoiceMail = This ACD group rule has taken effect before the queue entry which means the agents have no chance CallsRuleBeforeQueueOthers = This ACD group rule has taken effect before the queue entry which means the agents have no chance CallsQueueFull = Queue was full which means the agents have no chance CallsHangupPreQueue = Hang up before queue entry which means the agents have no chance CallsQueueShortHangup = Short Hangup Calls which means the agents have no chance |
Criteria Used | Description |
---|---|
CallsAnswered * 100 / Calls Relevant for SLA | The ratio in percent between the total calls answered and the total calls relevant for SLA. |
Criteria Used | Description |
---|---|
InServerCalls * 100 / CallsRelevantForSLA | The ratio in percent between the total inbound calls in service and the total inbound calls relevant for SLA. |
Criteria Used | Description |
---|---|
acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 0, 1, 2, 3 ) ) | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID
See also See also Value Reference - AcdGroupEndReasons |
Criteria Used | Description |
---|---|
acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4 ANd acdb.dtGroupEnd - acdb.dtQueueStart <= ShortHangUpSeconds_ | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4 and before ShortHangUpSeconds_ See also See also Value Reference - AcdGroupEndReasons |
Criteria Used | Description |
---|---|
acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4 ANd acdb.dtGroupEnd - acdb.dtQueueStart > ShortHangUpSeconds_ | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4 and after ShortHangUpSeconds_ See also See also Value Reference - AcdGroupEndReasons |
Criteria Used | Description |
---|---|
acdb.bOutbound = 0 AND a.bCallerHangup = TRUE AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4 | Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4. |
The average between this KPI and the total number of inbound calls answered..
The average between this KPI and the total number of post calls.
The average between this KPI and the total number of inbound calls answered.
The average between this KPI and the total number of calls queue long hangup.