Description

This report contains inbound calls cumulated per time slice over selected groups and service numbers within a particular time slice.

Sample Execution (Input) → Sample Report (Output)

Columns

The following columns are provided.

Legend

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

Counter - Received

Counter - Taken 

FormulaDescription
(Calls Taken directly) + ( Calls Taken indirectly)All inbound calls which entered an ACD group and service number within a particular time slice and which were connected to an agent.

Counter - Taken directly

Counter - Taken indirectly

Counter - Aborted

Counter - Transferred

Percent - Service Level

FormulaDescription
CallsInService * 100 / CallsOfferredWithoutShortHangupsThe ratio between calls taken directly and calls offered without short hangups.

Percent - Efficiency

FormulaDescription
CallsTaken * 100 / CallsOfferredWithoutShortHangupsThe percentage between calls taken and calls offered without short hangups.

Percent - Aborted

FormulaDescription
CallsBroken * 100 / CallsOfferredThe percentage between calls broken and calls offered.

Duration - Longest Time in queue

Duration - Longest Time waiting until abort

Duration - Call

Duration - Post Call

Average Duration - Answer Time

FormulaDescription
AnswerTimeTotal / AnswerTimeCallsThe total answer time duration divide by the number of calls answered.

Average Duration - Call Time

FormulaDescription
DurationTimeCall / CallsOfferredThe total call time duration divided by the number of calls offered.

Average Duration - Post Call

FormulaDescription
DurationPostCall / CallsOfferredThe total post call time duration divided by the the number of calls offered.

Average Duration - Total Handling Time

The average between this KPI and the total number of calls taken.