Supervisor - Header Settings
| Variable | Wert |
|---|---|
$INTERVAL_MINUTES |
|
$SERVICE_LEVEL_SECONDS |
|
| $SHORT_HANGUP_SECONDS |
|
Data for Graphs
| Value | Comment |
|---|---|
| Source | DataCache_AcdGroups_TodaysGraphData.sql |
| Tables | AcdStatisticsPartB, StatisticsPartB (CACHE) |
| Restriction | Calls for the respective ACD group in the displayed period, only completed calls. |
| Wert | Kommentar |
|---|---|
| Interval | The respective interval in the course of the day from 0 ... 23 (for hours), from 0 ... 47 (for 30 minute intervals) and 0 ...95 (for 15 minute intervals). |
| IncomingCalls | Number of incoming calls to the ACD group in the respective time interval. |
| ServicedCalls | Number of calls that were transferred to an agent in the respective time interval. |
| InServiceCalls | Number of calls transferred to an agent within the set $SERVICE_LEVEL_SECONDS in the respective time interval. |
| ShortHangupCalls | Number of calls that have hung up in the ACD queue within the set $SHORT_HANGUP_SECONDS in the respective time interval |
| TransferCalls | Number of calls that were forwarded in the respective time interval. |
| DownSkillCalls | Number of calls that were transferred to an agent who was assigned a higher skill by a skill correction in the respective time interval. |
| SameSkillCalls | Number of calls that were transferred to an agent who was not assigned a skill correction in the respective time interval. |
| UpSkillCalls | Number of calls that were transferred to an agent who had been assigned a lower skill by a skill correction in the respective time interval. |
| Kachel | Bild | Beschreibung |
|---|---|---|
| Agents Pie |
| Shows a pie chart of agent states with the following colors / data:
|
| Agents Polar |
| Displays the same data as the agent cake as a polar diagram. |
| Current Service Level Gauge % |
| Displays the value "Supervisor - real-time - service level" as a speedometer. |
| Service Level Today Gauge % |
| Displays the value "Supervisor - Daily statistics - Service level - In Service" as a speedometer. |
| Calls Today Graph |
| Displays the following data as a line chart:
|
| Calls Today Bar Chart |
| Displays the same data as "Calls Today Line Chart" as a bar chart. |
| Service and Availability Graph |
| Displays the following values as a line chart:
|
| Service and Availability Graph Incomming, In Service And In Serviced |
| Displays the following values as a line chart:
|
| Service and Availability Graph Short Hangups And Transfer |
| Displays the following values as a line chart:
|
| Up- and Down-Skill Agent Calls Graph |
| Displays the following data as a stacked bar graph:
|
