This report contains aggregated data for inbound calls to the selected service numbers over the time period and granularity chosen. Data is presented cumulated per granularity.
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 |
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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 |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NULL | Total number of inbound calls to the selected service number(s), which ended in the IVR application. |
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL | Total number of inbound calls to the selected service number(s), which were routed to an ACD group. |
This column is the result of the following calculation: |
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Calls Offered ACD - Calls Offered during Opening Hours |
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 | Total number of inbound calls to the selected service number(s), which were offered during opening hours. |
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) | Total number of inbound calls to the selected service number(s), which were successfully connected to an agent during opening hours and ended because of an AcdGroupEndReason with ID 5, 103, 104, 203 or 204. See also Value Reference - AcdGroupEndReasons |
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 106, 107, 108, 109, 206, 207, 200 ) | Total number of inbound calls to the selected service number(s), which left the ACD group during opening hours, because of an AcdGroupEndReason with ID 106, 107, 108, 109, 206, 207 or 200. See also Value Reference - AcdGroupEndReasons |
CallsEndBeforeQueueOther
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 1, 2, 3 ) | Total number of inbound calls to the selected service number(s), which ended before entering the ACD group's queue during opening hours, because of an AcdGroupEndReason with ID 1, 2 or 3. See also Value Reference - AcdGroupEndReasons |
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 105, 205 ) | Total number of inbound calls to the selected service number(s), which ended before entering the ACD group's queue during opening hours, because of an AcdGroupEndReason with ID 105 or 205. See also Value Reference - AcdGroupEndReasons |
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) | Total number of inbound calls to the selected service number(s), which ended in the ACD group's queue during opening hours, because the caller hung up. See also Value Reference - AcdGroupEndReasons |
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Short Hangups (s) | Total number of inbound calls to the selected service number(s), which ended before <Short Hangups (s)> seconds in the ACD group's queue during opening hours, because the caller hung up. See also Value Reference - AcdGroupEndReasons |
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 4 ) AND ( acdb.dtGroupEnd - acdb.dtQueueStart) <= Hangup Threshold (s) | Total number of inbound calls to the selected service number(s), which ended after <Hangup Threshold e (s)> seconds in the ACD group's queue during opening hours, because the caller hungup. See also Value Reference - AcdGroupEndReasons |
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) AND ( acdb.dtAgentConnect - a.dtCallStart ) <= Service Level (s) | Total number of inbound calls to the selected service number(s), which were successfully connected to an agent before <Service Level (s)> during opening hours. See also Value Reference - AcdGroupEndReasons |
Criteria Used | Description |
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COUNT( DISTINCT( a.ID ) ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) AND ( acdb.dtAgentConnect - a.dtCallStart ) > Service Level (s) AND ServiceNumbersID IS NOT NULL | Total number of inbound calls to the selected service number(s), which were successfully connected to an agent after <Service Level (s)> during opening hours. See also Value Reference - AcdGroupEndReasons |
CallsAverageTime
This column is the result of the following calculation: |
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Agent Calls Time Total / Calls Answered by Agent |
This column is the result of the following calculation: |
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Calls Answered In Service Level * 100 / Calls Answered by Agent |
This column is the result of the following calculation: |
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Calls Answered by Agent / Calls Offered during Opening Hours |
Criteria Used | Description |
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IFNULL( AVG( acdb.GroupStart_LoggedInForCallsAgentCount ), 0 ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NULL | The average number of agents logged into the ACD group for calls at the time inbound calls to the selected service number(s) entered the group. |
Criteria Used | Description |
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IFNULL( SUM( acdb.dtGroupEnd - acdb.dtAgentConnect ), 0 ) a.bOutbound = 0 AND ServiceNumbersID IS NOT NULL AND acdb.ID IS NOT NULL AND ( _bNotStandardOpeningTimes <> 0 AND acdb.AcdGroupEndReasonsID IN ( 5, 103, 104, 203, 204 ) | Total duration of inbound calls to the selected service number(s), which were successfully connected to an agent during opening hours. See also Value Reference - AcdGroupEndReasons |