This report contains inbound calls cumulated per time slice over selected groups and service numbers within a particular time slice.
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 |
---|---|
(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. |
Formula | Description |
---|---|
CallsInService * 100 / CallsOfferredWithoutShortHangups | The ratio between calls taken directly and calls offered without short hangups. |
Formula | Description |
---|---|
CallsTaken * 100 / CallsOfferredWithoutShortHangups | The percentage between calls taken and calls offered without short hangups. |
Formula | Description |
---|---|
CallsBroken * 100 / CallsOfferred | The percentage between calls broken and calls offered. |
Formula | Description |
---|---|
AnswerTimeTotal / AnswerTimeCalls | The total answer time duration divide by the number of calls answered. |
Formula | Description |
---|---|
DurationTimeCall / CallsOfferred | The total call time duration divided by the number of calls offered. |
Formula | Description |
---|---|
DurationPostCall / CallsOfferred | The total post call time duration divided by the the number of calls offered. |
The average between this KPI and the total number of calls taken.