Description
This report contains inbound calls cumulated per time slice over selected groups and service numbers within a particular time slice.
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 |
Counter - Received
AcdB - AcdGetGroupCalls_GroupServiceNumber
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. |
Counter - Taken
| Formula | Description |
|---|---|
| (Calls Taken directly) + ( Calls Taken indirectly) | All inbound calls which entered an ACD group and service number within a particular time slice and which were connected to an agent. |
Counter - Taken directly
AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
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). |
Counter - Taken indirectly
AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
Criteria Used (see also ACD Group Service Number KPIs) | Description |
|---|---|
dtAgentConnect IS NOT NULL ( acdb.dtAgentConnect - acdb.dtGroupStart ) > ServiceLevelSeconds | All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent outside of the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is 0. |
Counter - Aborted
AcdB - AcdGetCallerHangupCallsByGroupEndReason_GroupServiceNumber
Criteria Used (See also ACD Group Service Number KPIs) | Description |
|---|---|
acdb.bOutbound = 0 AND acdb.AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) AND a.bCallerHangup = 1 AND acdb.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 the caller hung up the call for the reason 1, 2, 3 or 4. |
Counter - Transferred
AcdB - AcdGetTransferredCallsByAgent_GroupServiceNumber
Criteria Used ( ACD Group Service Number KPIs) | Description |
|---|---|
b.bOutbound = 0 AND b.TransferAcdSynonymsID IS NOT NULL AND b.bTransferExternalNumber = 1 AND b.bTransferAgent = 1 | All inbound calls which entered an ACD group and service number within a particular time slice, which were either forward to another agent or to an external destination. |
Percent - Service Level
| Formula | Description |
|---|---|
| CallsInService * 100 / CallsOfferredWithoutShortHangups | The ratio between calls taken directly and calls offered without short hangups. |
Percent - Efficiency
| Formula | Description |
|---|---|
| CallsTaken * 100 / CallsOfferredWithoutShortHangups | The percentage between calls taken and calls offered without short hangups. |
Percent - Aborted
| Formula | Description |
|---|---|
| CallsBroken * 100 / CallsOfferred | The percentage between calls broken and calls offered. |
Duration - Longest Time in queue
AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber
| Criteria Used | Description |
|---|---|
acdb.bOutbound = 0 MAX ( CASE WHEN dtAgentConnect IS NOT NULL THEN (acdb.dtAgentConnect - acdb.dtQueueStart) WHEN dtGroupActionStart IS NOT NULL THEN (acdb.dtGroupActionStart - acdb.dtQueueStart) WHEN dtGroupEnd IS NOT NULL THEN (acdb.dtGroupEnd - acdb.dtQueueStart) ELSE 0 END ) | The longest duration time of inbound calls in an ACD group queue within a particular time slice. |
Duration - Longest Time waiting until abort
AcdB - AcdGetMaxDurationTimeInQueueUntilAbort_GroupServiceNumber
| Criteria Used | Description |
|---|---|
acdb.bOutbound = 0 MAX ( CASE WHEN (dtAgentConnect IS NULL AND acdb.AcdGroupEndReasonsID = 4) THEN (acdb.dtGroupEnd - acdb.dtQueueStart) ELSE 0 END ) | The longest duration time of an inbound calls in an ACD group queue before the caller hangup in the queue within a particular time slice. See also Value Reference - AcdGroupEndReasons |
Duration - Call
AcdB - AcdGetCallDuration_GroupServiceNumber
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). |
Duration - Post Call
AcdB - AcdGetPostCallDuration_GroupServiceNumber
Criteria Used (see also ACD Group Service Number KPIs) | Description |
|---|---|
bOutbound = 0 b.CONNRES = 1 b.PostCallInterval > 0 | The PostCallInterval from StatisticsPartB for all calls connected to agents for which post call work was performed (PostCallInterval > 0). See also Value Refence - CONNRES. |
Average Duration - Answer Time
| Formula | Description |
|---|---|
| AnswerTimeTotal / AnswerTimeCalls | The total answer time duration divide by the number of calls answered. |
Average Duration - Call Time
| Formula | Description |
|---|---|
| DurationTimeCall / CallsOfferred | The total call time duration divided by the number of calls offered. |
Average Duration - Post Call
| Formula | Description |
|---|---|
| DurationPostCall / CallsOfferred | The total post call time duration divided by the the number of calls offered. |
Average Duration - Total Handling Time
The average between this KPI and the total number of calls taken.
AcdB - AcdGetDurationEdit_GroupServiceNumber
| Criteria Used | Description |
|---|---|
SUM( IFNULL(b.dtPostCallEnd - b.dtCallStart ), 0 ) acdb.bOutbound = 0 | The total time duration needed to handle inbound calls routed to the selected ACD group and service number. |