This report contains aggregated data for inbound calls to the selected service numbers (ACD-S-002) and aggregated data for Inbound and outbound (ACD-S-002-02) over the time period and granularity chosen. Data is grouped per granularity then per service number.
P. S. ACD-S-002-02 contains the billing number and the service number name in addition to the service number. As well as a some extra columns explained down.
The service level calculation in this report considers:
Calls answered by agents within "ServiceLevelSeconds" measured from the time call entered the service numbers
All calls which were offered to the service numbers
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 |
This column is the result of the following calculation: |
---|
Number Answered - Answered in Service Calls |
Group_CallerHangupCallsTotal
This column is the result of the following calculation: |
---|
Number Offered - Number Answered - Hungup <= |
This column is the result of the following calculation: |
---|
Number Answered * 100 / Number Offered |
This column is the result of the following calculation: |
---|
Hungup <= * 100 / Number Offered |
This column is the result of the following calculation: |
---|
Lost Calls * 100 / Number Offered |
This column is the result of the following calculation: |
---|
Answered in Service Calls / Number Offered |
Total Availability % |
---|
Ratio between the total number of callers minus the 5 seconds -hangers in relation to the processed inbound calls in percent calculation: answered Calls inbound x 100 / (total calls Inbound - Inbound 5-sec) |
The total number of inbound calls |
---|
Total Calls Inbound |
The total number of outbound calls |
---|
Total Calls Outbound |
The number of inbound calls that have dropout less than 5 seconds |
---|
5 seconds dropout after calling the system (regardless of whether it was hung up in the IVR or in the ACD) StatisticsPartA |
The total number of answered inbound calls |
---|
Answered Calls Inbound - acdb.dtAgentConnect IS NOT NULL |
The total number of answered outbound calls |
---|
Answered Calls Outbound - acdb.dtAgentConnect IS NOT NULL |
Calls which resulted in a voicemail being left |
---|
acdb.AcdGroupActionTypesID = 3 |
Calls which resulted in a callback request being left |
---|
acdb.AcdGroupActionTypesID IN (8, 10, 11, 12) OR ( e.AcdEventTypesID = 3 ) P. S. AcdGroupActionTypesID 10 is for "Request Callback or Voice-Mail" so if we have this rule action type, it will be counted as a Callback call. |
Average waiting time |
---|
Average waiting time of answered calls, from entry into the ACD group. If dtAgentConnect IS NOT NULL dtGroupStart - dtAgentConnect |
The Average of Call time Inbound |
---|
AVG(dtCallConnect - dtCallEnd) |
The Average of Call time Outbound |
---|
If dtWhisperEnd IS NULL AVG(dtCallConnect - dtCallEnd) Else AVG(dtWhisperEnd - dtCallEnd) |
Total: |
---|
Total sum of the respective column values calculation: addition of the respective column values |
Total Availability % |
---|
Overall average per column calculation: total Inbound calls handled x 100 / (total Inbound calls - Inbound 5-sec) |
Average Waiting time |
---|
Overall average per column calculation: average total number of waiting times divided by the total number of answered Inbound calls by agent. |
Average call time inbound |
---|
Overall average per column calculation: average total divided by total number of Inbound Calls answered |
Average call time outbound |
---|
Overall average per column calculation: average total divided by total number of Outbound Calls handled
|