Description

This report shows individual calls, which were processed in the selected ACD groups. It shows, which agent was connected in a particular call. Per call several ACD groups can be shown. Per ACD group several rows might be shown for each call distributed to an agent.

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
JTELWeb.ServiceNumbers
srn
JTELWeb.AcdGroups 
g
JTELWeb.Usersu
WINDOW w AS ( PARTITION BY a.ID ORDER BY acdb.ID, b.dtCallStart )
w
NameValueCriteria Used

Date / Time

The date the call was initiated 

a.dtCallStart

Start

The time the call was started 

a.dtCallStart

End

The time the call was ended

a.dtCallEnd

Caller

Telephone number of the caller

a.ANumber

Service Number

(ServiceNumbersName)

Field “Service Number” if available, otherwise “platform goal”.

srn.Name

Group

(FirstConnected_AcdGroupsName)

Name of the group followed by the group number in brackets.

FIRST_VALUE( CASE WHEN acdb.dtAgentConnect IS NOT NULL AND b.CONNRES = 1 THEN g.Name END ) 

OVER ( w RANGE BETWEEN UNBOUNDED PRECEDING AND UNBOUNDED FOLLOWING ) 

Prio

(First_nPriorityGroupStart)

The priority of the call on entry to the ACD group.

FIRST_VALUE( acdb.nPriorityGroupStart ) 

OVER ( w RANGE BETWEEN UNBOUNDED PRECEDING AND UNBOUNDED FOLLOWING )

Call Status

(FirstConnected_AcdGroupEndReason)

Status result of the call, e.g. "Agent Call (SHUP)", "Hangup Queue", "Hangup Announcement 1", etc. 

See also Value Reference - AcdGroupEndReasons

FIRST_VALUE( CASE WHEN acdb.dtAgentConnect IS NOT NULL AND b.CONNRES = 1 THEN st1.Content END ) 

OVER ( w RANGE BETWEEN UNBOUNDED PRECEDING AND UNBOUNDED FOLLOWING )


Serviced

(WasCallEverConnectedToAgent)

0 = no call
1 = successfully delivered to agent "Result: OK".
FIRST_VALUE( CASE WHEN acdb.dtAgentConnect IS NOT NULL AND b.CONNRES = 1 THEN 1 END ) 

OVER ( w RANGE BETWEEN UNBOUNDED PRECEDING AND UNBOUNDED FOLLOWING ) 

Call Seconds (CallSeconds)

Total inbound call time duration, from call connection to the ACD system until call hang up, in seconds.
TIMESTAMPDIFF( SECOND, a.dtCallConnect, a.dtCallEnd )

Ring Seconds

(FirstConnected_UsersRingTime)

The ringing duration of the call on the agent extension, in seconds.
FIRST_VALUE( CASE WHEN acdb.dtAgentConnect IS NOT NULL AND b.CONNRES = 1 THEN TIMESTAMPDIFF( SECOND, b.dtCallStart, b.dtCallConnect ) END 
OVER ( w RANGE BETWEEN UNBOUNDED PRECEDING AND UNBOUNDED FOLLOWING ) 

Agent Call Seconds

(Total_AgentCallSeconds)

The connection time with the agent, in seconds. The connection time is summed up over all agents, to account call forwarding.
SUM( TIMESTAMPDIFF( SECOND, b.dtCallConnect, b.dtCallEnd ) ) 

OVER ( w RANGE BETWEEN UNBOUNDED PRECEDING AND UNBOUNDED FOLLOWING )

Waiting Seconds

(WaitingTimeSeconds)

Total waiting time after entering the queue until call is answered by an agent or until the call is hung up, in seconds. The timestamp of entry into the queue of the first ACD group is used, regardless of whether the call is answered in another group.

CASE
 WHEN FirstQueued_dtQueueStart IS NOT NULL AND FirstConnected_dtAgentConnect IS NOT NULL THEN TIMESTAMPDIFF( SECOND, FirstQueued_dtQueueStart, FirstConnected_dtAgentConnect ) 

 WHEN FirstQueued_dtQueueStart IS NOT NULL THEN TIMESTAMPDIFF( SECOND, FirstQueued_dtQueueStart, dtCallEnd ) 

 ELSE 0

END AS WaitingTimeSeconds

Post Call Seconds

(Total_PostCallInterval)

Total duration of post-processing in seconds. The post-processing time is summed up over all agents, to account call forwarding.
SUM( b.PostCallInterval )

OVER ( w RANGE BETWEEN UNBOUNDED PRECEDING AND UNBOUNDED FOLLOWING )

Agent

Name of the agent who first answered the call (i.e. who greeted the caller). No matter if the agent is from another group (group overflow or search circle extension).u.Name
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