Description
This report contains aggregated data for inbound and outbound calls to the selected ACD groups and service numbers over the time period and granularity chosen. Data is aggregated over the selected ACD groups and service numbers, and not presented individually per group or per service number.
CAUTION: 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.
P. S. ACD-G-003-002 contains three additional columns: All Calls which calculates Inbound plus Outbound Calls, Voicemail Calls and Callback Calls.
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
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 All inbound calls which entered an ACD group and service number within a particular time slice.AcdB - AcdGetGroupCalls_GroupServiceNumber
Calls - Availability
Formula Used | Description |
|---|---|
Availability = Answered Calls / Offered Calls | The ratio between the number of total calls answered and the number of calls that entered the selected groups and service number within a particular time slice. |
Calls - Availability %
Formula Used | Description |
|---|---|
Availability = Answered Calls / Offered Calls*100 | The percentage ratio between the number of total calls answered and the number of calls that entered the selected groups and service number within a particular time slice. |
Calls - Service Level
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 ( dtAgentConnect - dtGroupStart ) <= ServiceLevelSeconds All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent within (less than or equal to) the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is set to all calls connected to agents (i.e. ServiceLevelSeconds is ignored).AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
Calls - Service Level %
Formula Used | Description |
|---|---|
Service Level Calls % = Service Level Calls / Offered Calls*100 | The ratio between the number of calls answered within the service level chosen and the number of calls that entered the selected groups and service number within a particular time slice. |
Calls - Outbound Calls
Criteria Used | Description |
|---|---|
acdb.AcdOriginGroupsID IS NULL acdb.bOutbound = TRUE acdb.CONNRES <> 1 | The total number of outbound calls initiated from the selected groups and service number within a particular time slice. |
Calls - Outbound Talks
Criteria Used | Description |
|---|---|
acdb.AcdOriginGroupsID IS NULL acdb.bOutbound = TRUE acdb.CONNRES = 1 acdb.dtCallConnect IS NOT NULL | The total number of outbound calls initiated from the selected groups and service number within a particular time slice and that were answered by the destination. |
Calls - Hungup <=
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) <= HangupSeconds All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue within the specified HangupSeconds. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Calls - Hungup >
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) > HangupSeconds All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue after the sepecified HangupSeconds. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Calls - Error
Formula Used | Description |
|---|---|
ErrorHangupCalls = OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls | The difference between the offered calls and all other hungup calls. |
Calls - Queue Closed
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (100, 101, 102, 107, 108) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call was handled by a rule at one of the specified AcdGroupEndReasons: Group Start, Routing Application, Queue, Queue No Agents, Queue All Tried. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Calls - Queue Full
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (105, 205) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call could not enter the queue because the queue was full. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Calls - Queue Timeout
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (106, 206) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call left the queue becasue the configured queue timeout was reached. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
Calls - Queue Leave
Criteria Used (see also ACD Group Service Number KPIs) Description acdb.bOutbound = 0 acdb.AcdGroupEndReasonsID = 109 acdb.dtAgentConnect IS NULL acdb.AcdGroupActionTypesID IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call left the queue because the caller pressed a valid DTMF whilst in the queue which was associated with a rule configured at the checkpoint “Queue Leave on DTMF” which was then executed.. See also Value Reference - AcdGroupEndReasons and Value Reference - AcdGroupActionTypes .AcdB - AcdGetQueueLeaveByDtmfCallsGroupEndReason_GroupServiceNumber
Calls - Busy
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 0 AcdGroupEndReasonsID IN (1, 2, 3, 4, 207) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the system hungup the call when executing a defined group rule or when there was no rule however one would have been required to continue processing. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
Answer Time - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
AcdB - AcdGetAnswerDuration_GroupServiceNumber Criteria Used (see also ACD Group Service Number KPIs) Description acdb.bOutbound = 0 acdb.dtAgentConnect IS NOT NULL SUM (acdb.dtAgentConnect - acdb.dtGroupStart) The total talking time duration between a caller and an agent or a destination in the selected ACD groups and via the selected service numbers within a particular time slice.
Hang Up Time - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 dtAgentConnect IS NULL bCallerHangup = 1 AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) The time difference between dtGroupStart and dtGroupEndfor calls where the caller did not speak to an agent and hung up before or whilst in the ACD queue. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
Talk Time Inbound - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
This KPI references all data from the StatisticsPartB table (agent calls) for each found entry in the AcdStatisticsPartB table. This enables the times agents were actually connected with callers to be measured. Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 b.CONNRES = 1 b.dtCallConnect IS NOT NULL b.UsersID IS NOT NULL The time difference between b.dtCallConnect or b.dtWhisperEnd (whichever is not NULL and later) and b.dtCallEndfor calls answered by agents (UsersID NOT NULL).AcdB - AcdGetCallDuration_GroupServiceNumber
Talk Time Outbound - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
Formula Used | Description |
|---|---|
acdb.AcdOriginGroupsID IS NULL acdb.bOutbound = TRUE acdb.CONNRES = 1 acdb.dtCallConnect IS NOT NULL | The total number of outbound calls initiated from the selected groups and service number within a particular time slice and that were answered by the destination. |
Occupancy %
Formula Used | Description |
|---|---|
Occupancy = CallTimeTotal*100 / TotalAgentLoginTime | The ratio between the cumulated duration of all offered calls in the selected groups and service numbers and the cumulated login time of all agents. |
All Calls
ACD-G-003-002 ONLY
The total number of inbound and outbound calls |
|---|
| Offered Calls + Outbound Calls OK |
Voicemail Calls
ACD-G-003-002 ONLY
Calls which resulted in a voicemail being left |
|---|
| acdb.AcdGroupActionTypesID = 3 |
Callback Calls
ACD-G-003-002 ONLY
Calls which resulted in a callback request being left |
|---|
acdb.AcdGroupActionTypesID IN (8, 10, 11, 12) OR ( e.AcdEventTypesID = 3 ) |