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)

This report is optimised for the following output formats:

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


Percent - Efficiency

FormulaDescription


Percent - Aborted

FormulaDescription


Duration - Longest Time in queue

Duration - Longest Time waiting until abort

Duration - Call

Duration - Post Call

Average Duration - Answer Time

FormulaDescription


Average Duration - Call Time

FormulaDescription


Average Duration - Post Call

FormulaDescription


Average Duration - Edited

FormulaDescription