Description

This report contains aggregated data for inbound and outbound 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
AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin)	login

Calls - Offered

Calls - In Service

Calls - Not In Service

Calls - Hungup <=

Calls - Hungup >

Calls - Error

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

Calls - Queue Closed

Calls - Queue Full

Calls - Queue Timeout

Calls - Busy

Calls - Accessibility

This column is the result of the following calculation:
( In Service + Not In Service ) * 100.0 / Offered

Calls - Service Level

This column is the result of the following calculation:
In Service * 100.0 / Offered

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 and Max. Duration

The average and maximum duration of the following KPI:

Post Call Time - Ø Duration and Max. Duration

The average and maximum duration of the following KPI:

Logged In - Count

Criteria Used

Description

COUNT(DISTINCT UsersID)

login.bGroupLoggedIn = 1

The number of agents logged in the selected ACD groups within a particular time slice.

Logged In - Total Duration

Criteria Used

Description

SUM (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated ))

login.bGroupLoggedIn = 1

The total logged In time duration in the selected ACD groups.

Logged In - Ø Duration

This column is the result of the following calculation:
Logged In Total Duration / Logged In Count

Logged In - Max. Duration

Criteria Used

Description

MAX (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated ))

login.bGroupLoggedIn = 1

The maximum logged In time duration in the selected ACD groups.

ACD Agent Status - Total Duration

Criteria Used

Description

SUM (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus )

- IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated ))

login.bGroupLoggedIn = 1

AND status.AcdAgentStatusID = <ACDAgentStatusID>

The total time duration of the ACD agent in a status with the ID <ACDAgentStatusID> in the selected ACD groups.

Where: <ACDAgentStatusID> is either one of the 5 default ACD agent status IDs:

2 for "Calls and Media"
3 for "Break"
5 for "Post Call"
any other ID bigger as 5 for "Outbound"

ACD Agent Status - Max. Duration

Criteria Used

Description

MAX (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus )

- IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated ))

login.bGroupLoggedIn = 1

AND status.AcdAgentStatusID = <ACDAgentStatusID>

The maximum time duration of the ACD agent in a status with the ID <ACDAgentStatusID> in the selected ACD groups.

Where: <ACDAgentStatusID> is either one of the 5 default ACD agent status IDs:

2 for "Calls and Media"
3 for "Break"
5 for "Post Call"
any other ID bigger as 5 for "Outbound"

Calls and Media - Ø Duration

This column is the result of the following calculation:

Call and Media Total Duration / Logged In Count

Read more here → ACD Agent Status - Total Duration

Calls and Media - Max. Duration

See → ACD Agent Status - Max. Duration

Break - Ø Duration

This column is the result of the following calculation:

Break Total Duration / Logged In Count

Read more here → ACD Agent Status - Total Duration

Break - Max. Duration

See → ACD Agent Status - Max. Duration

Post Call - Ø Duration

This column is the result of the following calculation:

Post Call Total Duration / Logged In Count

Read more here → ACD Agent Status - Total Duration

Post Call - Max. Duration

See → ACD Agent Status - Max. Duration

Outbound - Ø Duration

This column is the result of the following calculation:

Outbound Total Duration / Logged In Count

Read more here → ACD Agent Status - Total Duration

Outbound - Max. Duration

See → ACD Agent Status - Max. Duration