This report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen. Data is grouped per selected IVR statistics markers then per granularity and not presented individually per IVR statistics marker or per service number.
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 |
StatisticsPartIVR ( See also Table Reference - StatisticsPartIVR ) | ivr |
AcdGetIvrStatisticsMarkers_CountCalls
Criteria Used | Description |
---|---|
COUNT( a.ID ) | Total number of inbound and outbound calls made via the selected service number(s) within a particular time slice. |
AcdGetIvrStatisticsMarkers_CountCallsAgents
Criteria Used | Description |
---|---|
COUNT( DISTINCT( a.ID ) ) acdb.dtAgentConnect IS NOT NULL | Total number of inbound and outbound calls made via the selected service number(s) within a particular time slice and which were successfully connected to the destination. |
This column is calculated as follows: |
---|
Connected * 100 / Calls |
AcdGetIvrStatisticsMarkers_Count
Criteria Used | Description |
---|---|
COUNT( ivr.ID ) | Total number of inbound and outbound calls made via the selected service number(s) within a particular time slice. |
This column is calculated as follows: |
---|
Call Marker * 100 / Calls |
AcdGetIvrStatisticsMarkers_RatingValue
Criteria Used | Description |
---|---|
COUNT( ivr.ID ) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID> | Total number of inbound and outbound calls made via the selected service number(s) within a particular time slice, which went through a statistics marker of type <IvrStatisticsMarkersID> and where the caller has given a rating between 0 and 9. 0 and 9 included. |
AcdGetIvrStatisticsMarkers_RatingMin
Criteria Used | Description |
---|---|
MIN( ivr.Rating) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID> | Minimum rating given by the caller to the IVR statistics marker of type <IvrStatisticsMarkersID>. |
AcdGetIvrStatisticsMarkers_RatingMax
Criteria Used | Description |
---|---|
MAX( ivr.Rating) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID> | Maximum rating given by the caller to the IVR statistics marker of type <IvrStatisticsMarkersID>. |
AcdGetIvrStatisticsMarkers_RatingTotal
Criteria Used | Description |
---|---|
SUM( ivr.Rating) ivr.IVRStatisticsMarkersID = <IvrStatisticsMarkersID> | Total rating given by the caller to the IVR statistics marker of type <IvrStatisticsMarkersID>. |
This column is calculated as follows: |
---|
Total * 100 / Call Marker |