Description

This report contains aggregated data for outbound calls made by the selected agents through the selected service numbers over the time period chosen. Data is aggregated over the selected service numbers, and presented individually per agent.

CAUTION: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
AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin)login
StatisticsPartO (See also Table Reference - StatisticsPartO)o

Total Calls

OutboundTotalCalls

Criteria Used

Description

o.ID = a.OID

AND o.UsersID IS NOT NULL

Total outbound calls made by the selected agents through the selected service numbers within a particular time slice.

Total Calls Completed

OutboundCompletedCalls

Criteria Used

Description

o.ID = a.OID

AND a.ID = b.AID

AND o.UsersID IS NOT NULL

AND b.dtCallConnect IS NOT NULL

AND b.CONNRES = 1

Total outbound calls made by the selected agents through the selected service numbers and which were connected to the destination within a particular time slice.

Ø Post Call Duration

PostCallDurationAvg

Criteria Used

Description

IF( SUM( PostCallCount )   > 0 THEN SUM( PostCallDurationTotal ) / SUM( PostCallCount )

Average duration of post calls made by the selected agents through the selected service numbers within a particular time slice.

Max. Post Call Duration

PostCallDurationMax

Criteria Used

Description

o.ID = a.OID

AND o.ID = b.OID

AND o.UsersID IS NOT NULL

AND b.dtCallConnect IS NOT NULL

AND b.PostCallInterval IS NOT NULL

AND b.CONNRES = 1

Maximum duration of post calls made by the selected agents through the selected service numbers within a particular time slice.

Total Post Call Duration

PostCallDurationTotal

Criteria Used

Description

o.ID = a.OID

AND o.ID = b.OID

AND o.UsersID IS NOT NULL

AND b.dtCallConnect IS NOT NULL

AND b.PostCallInterval IS NOT NULL

AND b.CONNRES = 1

Total duration of post calls made by the selected agents through the selected service numbers within a particular time slice.

Max. Outbound Call Duration

OutboundCallDurationMax

Criteria Used

Description

MAX (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE

o.ID = a.OID

AND o.ID = b.OID

AND o.UsersID IS NOT NULL

AND b.dtCallConnect IS NOT NULL

AND b.CONNRES = 1

Maximum duration of outbound calls made by the selected agents through the selected service numbers within a particular time slice.

Total Outbound Call Duration

OutboundCallDurationTotal

Criteria Used

Description

SUM (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE

o.ID = a.OID

AND o.ID = b.OID

AND o.UsersID IS NOT NULL

AND b.dtCallConnect IS NOT NULL

AND b.CONNRES = 1

Total duration of outbound calls made by the selected agents through the selected service numbers and which were successfully connected to the destination within a particular time slice.

Total Callback (Fax)

OutboundFaxTotalCallbacks

Criteria Used

Description

o.ID = a.OID

AND o.ID = b.OID

AND AcdEvents.ID = b.AcdEventsID

AND o.UsersID IS NOT NULL

AND b.AcdEventsID IS NOT NULL

AND AcdEvents.AcdEventTypesID = 2

Total callbacks of type Fax left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice.

See also Value Reference - AcdEventTypes

Total Callback (Sms)

OutboundSmsTotalCallbacks

Criteria Used

Description

o.ID = a.OID

AND o.ID = b.OID

AND AcdEvents.ID = b.AcdEventsID

AND o.UsersID IS NOT NULL

AND b.AcdEventsID IS NOT NULL

AND AcdEvents.AcdEventTypesID = 4

Total callbacks of type Sms left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice.

See also Value Reference - AcdEventTypes

Total Callback (Voicemail)

OutboundVoiceMailTotalCallbacks

Criteria Used

Description

o.ID = a.OID

AND o.ID = b.OID

AND AcdEvents.ID = b.AcdEventsID

AND o.UsersID IS NOT NULL

AND b.AcdEventsID IS NOT NULL

AND AcdEvents.AcdEventTypesID = 1

Total callbacks of type Voicemail left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice.

See also Value Reference - AcdEventTypes

Total Callback (Callback)

OutboundCallbackTotalCallbacks

Criteria Used

Description

o.ID = a.OID

AND o.ID = b.OID

AND AcdEvents.ID = b.AcdEventsID

AND o.UsersID IS NOT NULL

AND b.AcdEventsID IS NOT NULL

Total callbacks of type Callback left at the end of outbound calls made by the selected agents through the selected service numbers within a particular time slice.

See also Value Reference - AcdEventTypes

Ø CallBack Duration

OutboundCallbackDurationAvg

Criteria Used

Description

IF( SUM( OutboundTotalCallbacks ) > 0 THEN SUM( OutboundCallbackDurationTotal ) / SUM( OutboundTotalCallbacks )

Average duration of outbound callback calls made by the selected agents through the selected service numbers within a particular time slice.

Max. CallBack Duration

OutboundCallbackDurationMax

Criteria Used

Description

MAX (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE

o.ID = a.OID

AND o.ID = b.OID

AND o.UsersID IS NOT NULL

AND b.AcdEventsID IS NOT NULL

Maximum duration of outbound callback calls made by the selected agents through the selected service numbers within a particular time slice.


Total CallBack Duration

OutboundCallbackDurationTotal

Criteria Used

Description

SUM (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE

o.ID = a.OID

AND o.ID = b.OID

AND o.UsersID IS NOT NULL

AND b.AcdEventsID IS NOT NULL

Total duration of outbound callback calls made by the selected agents through the selected service numbers within a particular time slice.

Total CallBack Call Duration

OutboundCallbackDurationCompleted

Criteria Used

Description

SUM (IF b.dtWhisperEnd IS NULL THEN {b.dtCallEnd - b.dtCallConnect} ELSE {b.dtCallEnd - b.dtWhisperEnd}) WHERE

o.ID = a.OID

AND o.ID = b.OID

AND AcdEventsID = b.AcdEventsID

AND o.UsersID IS NOT NULL

AND b.AcdEventsID IS NOT NULL

AND b.dtCallConnect IS NOT NULL

AND b.CONNRES = 1

Total duration of outbound callback calls made by the selected agents through the selected service numbers and which where successfully connected to the destination within a particular time slice.

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