Description

This report contains aggregated data for incoming calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups, and not presented individually per 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.

Service Level Calculation

The service level calculation in this report considers:

Calls answered by agents within "ServiceLevelSeconds" measured from the time call entered the groups
All calls which were offered to the groups

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 - Offered

Calls - Queue Closed

Calls - Queue Full

Calls - Other

This column is the result of the following calculation:
OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls

Calls - Hungup <=

Calls - Relevant for SLA

This column is the result of the following calculation:

Calls Relevant for SLA = OfferedCalls - CallerHangupCallsInTime - QueueClosedCalls - QueueFullCalls - ErrorHangupCalls - BusyCalls

where

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

QueueClosedCalls = Queue was closed (for whatever reason) which means the agents have no chance

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

ErrorHangupCalls means the agents have no chance

BusyCalls means rejected by the system send back to network

Calls - Hungup >

Calls - In Service

Calls - Not In Service

Calls - Accessibility

This column is the result of the following calculation:

(Calls In Service + Calls Not In Service ) * 100.0 / Calls Relevant for SLA

NB: There is not only one way to calculate the service level and availability and this calculation focuses on calls that are relevant for SLA while the calculation in reports ACD-G-002, ACD-G-004 and ACD-G-011 focuses on offered calls without exception.

Calls - Service Level

This column is the result of the following calculation:

Calls In Service * 100.0 / Calls Relevant for SLA

NB: There is not only one way to calculate the service level and availability. This calculation focuses on calls that are relevant for SLA while the calculation in reports ACD-G-002, ACD-G-004 and ACD-G-011 focuses on offered calls without exception.

Answer Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Hang Up Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Talk Time - Ø Duration, Max. and Total Duration

The average, maximum and total duration of the following KPI:

Post Call Time - Total Duration

The total duration of the following KPI: