Description
This report contains data about inbound calls cumulated per agents that are logged in to selected ACD groups within a particular time slice. While this report allows you to evaluate the performance - inbound - of agents registered in the groups specified in the input, the ACD Agent Performance Report allows you to evaluate the performance - inbound - of agents by specifying them in the input.
Sample Execution (Input) → Sample Report (Output)
Columns
The following columns are provided.
Legend
Table | Alias |
|---|---|
StatisticsPartO (See also Table Reference - StatisticsPartO ) | o |
StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
StatisticsPartA (See also Table Reference - StatisticsPartA (A) ) | a |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
Logins - Total Duration
Criteria Used (see also AcdB - ACD Groups KPIs ) | Description |
|---|---|
login.bGroupLoggedIn = 1 AND login.StatusDuration IS NOT NULL | Total duration of the current agent’s Logins time in the ACD group(s) in which he was logged in within a particular time slice. |
Logins - Quantity
Criteria Used (see also AcdB - ACD Groups KPIs ) | Description |
|---|---|
login.bGroupLoggedIn = 1 AND login.StatusDuration IS NOT NULL | The amount of time the current agent changed his status from one to another in the ACD group(s) in which he was logged in within a particular time slice. |
Calls - Serviced
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
acdb.bOutbound = 0 AND b.CONNRES = 1 AND acdb.dtAgentConnect IS NOT NULL | All inbound calls routed to the ACD group(s) in which the current agent was logged in and that were successful connected to the him within a particular time slice. See also Value Reference - CONNRES |
Calls - Busy
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
acdb.bOutbound = 0 AND b.CONNRES IN (3, 5, 6) | All inbound calls routed to the ACD group(s) in which the current agent was logged in, that were distributed to him within a particular time slice and
See also Value Reference - CONNRES |
Calls - No Answer
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
acdb.bOutbound = 0 AND ( b.CONNRES NOT IN (1, 3, 4, 5, 6) OR ( b.CONNRES = 1 AND acdb.dtAgentConnect IS NULL ) ) | All inbound calls routed to the ACD group(s) in which the current agent was logged in and that were not connected to the him within a particular time slice because
See also Value Reference - CONNRES |
Auto Logoff - Total
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
login.LoginActionCode in (6) | The amount of time the current agent were automatically logged off from the ACD group in which he was logged in because the “maximum missed calls - All” set in this ACD group was reached. |
Auto Logoff - Busy
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
login.LoginActionCode = 8 | The amount of time the current agent were automatically logged off from the ACD group in which he was logged in because the “maximum missed calls - Busy” set in this ACD group was reached. |
Auto Logoff - No Answer
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
login.LoginActionCode = 9 | The amount of time the current agent were automatically logged off from the ACD group(s) in which he was logged in because the “maximum missed calls - no answer” set in this ACD group was reached. |
Auto Logoff - Timed
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
login.LoginActionCode = 7 | The amount of time the selected agent were automatically logged off from the ACD group in which he was logged in because he was logged off automatically at the time specified in the ACD group or user settings. |
Call Time - Ø Duration
Formula Used | Description |
|---|---|
CallTime / AnsweredCalls | Calls time total duration divided by the number of calls calls in the ACD group(s) in which the current agent was logged in within a particular time slice. |
Call Time - Max. Duration
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
IF (b.dtWhisperEnd IS NULL) THEN max (b.dtCallEnd - b.dtCallConnect) ELSE max (b.dtCallEnd - b.dtWhisperEnd) WHERE acdb.bOutbound = 0 AND b.CONNRES = 1 AND b.dtCallConnect IS NOT NULL | Maximum call time of the current agent in the ACD group(s) in with he was logged in within a particular time slice. See also Value Reference - CONNRES |
Call Time - Total Duration
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
IF (b.dtWhisperEnd IS NULL) THEN sum (b.dtCallEnd - b.dtCallConnect) ELSE sum (b.dtCallEnd - b.dtWhisperEnd) WHERE acdb.bOutbound = 0 AND b.CONNRES = 1 AND b.dtCallConnect IS NOT NULL | Total call time of the current agent in the ACD group(s) in with he was logged in within a particular time slice. See also Value Reference - CONNRES |
Break Time - Ø Duration
Formula Used | Description |
|---|---|
BreakTime / BreakTimeCount | Breaking time duration divided by the number of number of breaks took by the current agent in the ACD group(s) in which he is logged in within a particular time slice |
Break Time - Max. Duration
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
login.bGroupLoggedIn = 1 | Maximum breaking time of the selected agent in the ACD group(s) in which he was logged in within a particular time slice. |
Break Time - Total Duration
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
login.bGroupLoggedIn = 1 | Total breaking time of the current agent in the ACD group(s) in which he was logged in within a particular time slice. |
Post Call Time - Ø Duration
Formula Used | Description |
|---|---|
PostCall / PostCallCount | Post call time total duration divided by the amount of time the current agent was in a Post Calls in the current ACD group within a particular time slice |
Post Call Time - Max. Duration
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
acdb.bOutbound = 0 AND b.PostCallInterval > 0 AND b.CONNRES = 1 | Maximum duration of the current agent in a status manual postcall and/or automatic postcall after the end of the call flow in the ACD group(s) in which he was logged in within a particular time slice. See also Value Reference - CONNRES |
Post Call Time - Total Duration
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
acdb.bOutbound = 0 AND b.PostCallInterval > 0 AND b.CONNRES = 1 | Total duration of the current agent in a status manual postcall and/or automatic postcall after the end of the call flow in the ACD group(s) in which he was logged in within a particular time slice. See also Value Reference - CONNRES |
Enquiry Time - Ø Duration
Formula Used | Description |
|---|---|
EnquiryTime / EnquiryTimeCount | Total enquiry time divided by the number of enquiries in the current ACD group within a particular time slice |
Enquiry Time - Max. Duration
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
IF (b.dtEnquiryEnd IS NULL) THEN max (b.dtCallEnd - b.dtEnquiryStart) ELSE max (b.dtEnquiryEnd - b.dtEnquiryStart) WHERE acdb.bOutbound = 0 | Maximum duration of enquiry calls made by the current agent in the ACD group(s) in which he was logged in within a particular time slice. |
Enquiry Time - Total Duration
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
SUM( IF( b.dtEnquiryStart IS NOT NULL, 1, 0 ) ) WHERE acdb.bOutbound = 0 | The amount of enquiry calls made by the current agent in the ACD group(s) in which he was logged in within a particular time slice. |
Ringing Time - Ø Duration
Formula Used | Description |
|---|---|
RingingTime / GroupCalls | Total enquiry time divided by the number of enquiries in the current ACD group within a particular time slice |
Ringing Time - Max. Duration
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
max (b. dtCallConnect - b.dtCallStart) WHERE acdb.bOutbound = 0 | Maximum duration of ringing time on the phone line of the current agent in the ACD group(s) in which he is logged in within a particular time slice. |
Occupancy ( % )
Formula Used | Description |
|---|---|
CallTime * 100 / LoginTime | Total talking time divided by the total login time multiplied by hundred |