Description
This report shows individual inbound calls in ACD groups organized by serive number. You can see to which agents calls were routed. The connection times are shown.
Selection Criteria
Output Formats
This report is optimised for the following output formats: PDFHTML
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 |
StatisticsPartO (See also Table Reference - StatisticsPartO ) | o |
Name | Description | Criteria Used |
---|---|---|
Date | The date the call was initiated | a.dtCallStart |
Service Number | Platform Destination (B Number) | |
Call Start | The time the call was started | a.dtCallStart |
Call End | The time the call was ended | a.dtCallEnd |
Caller | Telephone number of the caller(A Number) | |
ACD Group Name | Name of the group | |
Group Start | The time the call entered the ACD group | acdb.dtGroupStart |
Group End | The time the call quit the ACD group | IF ( b.dtCallEnd ='00-00-00 00:00:00', NULL, b.dtCallEnd ) |
Connected | The time when the agent answered the call | acdb.dtAgentConnect |
Duration | Total duration of the call | StatisticsPartA.dtCallEnd - StatisticsPartA.dtCallStart |
Agent | The name of the agent followed by the agent number in brackets | |
Duration | The connection time with the agent | IF ( b.dtCallConnect IS NOT NULL, (StatisticsPartB.dtCallEnd - StatisticsPartB.dtCallConnect, ), NULL ) |