Description

This report contains aggregated data for inbound calls to the selected ACD groups over the time period and granularity chosen. The output data are cumulated per ACD group.

: if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution.

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

Calls - Totals

Calls - Answered

Calls - Out of Hours - Voice-Mail

Criteria UsedDescription

acdb.bOutbound = 0

AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) )
AND ( IFNULL( acdb.AcdGroupActionTypesID, 0 ) IN ( 3, 8, 10 ) )

Total number of inbound calls which entered the selected ACD group(s) then left with the AcdGroupEndReasonsID 100 (Group Start (Rule)), 101 (Routing-Application (Rule)) or 102 (Queue (Rule)) and the AcdGroupActionTypesID 3 (Voice-Mail), 8 (Request Callback) or 10 (Request Callback or Voice-Mail).

See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes

Calls - Out of Hours - Other

Criteria UsedDescription

acdb.bOutbound = 0

AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 100, 101, 102 ) )
AND ( IFNULL( acdb.AcdGroupActionTypesID, 0 ) NOT IN ( 3, 8, 10 ) )

Total number of inbound calls which entered the selected ACD group(s) then left with the AcdGroupEndReasonsID 100 (Group Start (Rule)), 101 (Routing-Application (Rule)) or 102 (Queue (Rule)) and none of the AcdGroupActionTypesID 3 (Voice-Mail), 8 (Request Callback) or 10 (Request Callback or Voice-Mail).

See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes

Calls - Queue Full

Calls - Queued - Count

Criteria UsedDescription

acdb.bOutbound = 0

AND dtQueueStart IS NOT NULL

Totals number of inbound calls which entered into the ACD group queue within a particular time slice.

Calls - Queued - (%)

Criteria UsedDescription
CallsQueueTotal * 100 / CallsTotalThe ratio in percent between calls that entered the ACD group queue and the total offered calls.

Calls - Relevant for SLA

This column is the result of the following calculation:

Calls Relevant for SLA = CallsTotal - CallsRuleBeforeQueueVoiceMail - CallsRuleBeforeQueueOthers - CallsQueueFull - CallsHangupPreQueue - CallsQueueShortHangup

where 

CallsRuleBeforeQueueVoiceMail = This ACD group rule has taken effect before the queue entry which means the agents have no chance

CallsRuleBeforeQueueOthers = This ACD group rule has taken effect before the queue entry which means the agents have no chance

CallsQueueFull = Queue was full which means the agents have no chance

CallsHangupPreQueue = Hang up before queue entry which means the agents have no chance

CallsQueueShortHangup = Short Hangup Calls which means the agents have no chance

SLA - Availability (%)

Criteria UsedDescription
CallsAnswered * 100 / Calls Relevant for SLAThe ratio in percent between the total calls answered and the total calls relevant for SLA.

SLA - SLA1/2/3 x/y/z (s) - Count

SLA - SLA1/2/3 x/y/z (s) - (%)

Criteria UsedDescription
InServerCalls * 100 / CallsRelevantForSLAThe ratio in percent between the total inbound calls in service and the total inbound calls relevant for SLA.

Queue - Hangups - Pre-Queue

Criteria UsedDescription

acdb.bOutbound = 0

AND a.bCallerHangup = TRUE

AND ( IFNULL( acdb.AcdGroupEndReasonsID, 0 ) IN ( 0, 1, 2, 3 ) )

Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID

  • 0,
  • 1 (Hangup Announcement),
  • 2 (Hangup Routing-Application) or
  • 3 (Hangup Announcement 2.

See also See also Value Reference - AcdGroupEndReasons 

Queue - Hangups - Short Hangups

Criteria UsedDescription

acdb.bOutbound = 0

AND a.bCallerHangup = TRUE

AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4

ANd acdb.dtGroupEnd - acdb.dtQueueStart <= ShortHangUpSeconds_

Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4 and before ShortHangUpSeconds_

See also See also Value Reference - AcdGroupEndReasons 

Queue - Hangups - Long Hangups

Criteria UsedDescription

acdb.bOutbound = 0

AND a.bCallerHangup = TRUE

AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4

ANd acdb.dtGroupEnd - acdb.dtQueueStart > ShortHangUpSeconds_

Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4 and after ShortHangUpSeconds_

See also See also Value Reference - AcdGroupEndReasons 

Queue - Hangups - Queue

Criteria UsedDescription

acdb.bOutbound = 0

AND a.bCallerHangup = TRUE

AND IFNULL( acdb.AcdGroupEndReasonsID, 0 ) = 4

Total inbound calls which entered the selected ACD group(s) and left with the AcdGroupEndReasonsID 4.

Queue - Leave Queue - Voice-Mail

Queue - Leave Queue - Other

Count - Agent - No Answer

Count - Agent - Busy

Ø Times - Talk Time

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

Ø Times - Post Call

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

Ø Times - Waiting Time Answered

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

Ø Times - Waiting Time Hangups

The average between this KPI and the total number of calls queue long hangup.