Description
This report contains aggregated data for incoming calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups, and not presented individually per group.
CAUTION: if an incoming call is transferred from one ACD group to another, then this will be counted in BOTH ACD groups. This report is designed to be viewed by the manager / supervisor of the ACD groups in question, so aggregated data should be viewed with caution.
Service Level Calculation
The service level calculation in this report considers:
Calls answered by agents within "ServiceLevelSeconds" measured from the time call entered the groups
All calls which were offered to the groups
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 |
Calls - Offered
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.AcdB - AcdGetGroupCalls_GroupServiceNumber
Calls - Queue Closed
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (100, 101, 102, 107, 108) 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 where the call was handled by a rule at one of the specified AcdGroupEndReasons: Group Start, Routing Application, Queue, Queue No Agents, Queue All Tried. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Calls - Queue Full
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (105, 205) 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 where the call could not enter the queue because the queue was full. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Calls - Other
| This column is the result of the following calculation: |
|---|
| OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls |
Calls - Hungup <=
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) <= HangupSeconds All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue within the specified HangupSeconds. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Calls - Relevant for SLA
| This column is the result of the following calculation: |
|---|
Calls Relevant for SLA = OfferedCalls - CallerHangupCallsInTime - QueueClosedCalls - QueueFullCalls - ErrorHangupCalls - BusyCalls where CallerHangupCallsInTime = Short Hangup Calls which means the agents have no chance QueueClosedCalls = Queue was closed (for whatever reason) which means the agents have no chance QueueFullCalls = Queue was full which means the agents have no chance ErrorHangupCalls means the agents have no chance BusyCalls means rejected by the system send back to network |
Calls - Hungup >
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) > HangupSeconds All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller hungup before or in the ACD queue after the sepecified HangupSeconds. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Calls - In Service
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).AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
Calls - Not In Service
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.AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
Calls - Accessibility
| This column is the result of the following calculation: |
|---|
(Calls In Service + Calls Not In Service ) * 100.0 / Calls Relevant for SLA NB: There is not only one way to calculate the service level and availability and this calculation focuses on calls that are relevant for SLA while the calculation in reports ACD-G-002, ACD-G-004 and ACD-G-011 focuses on offered calls without exception. |
Calls - Service Level
| This column is the result of the following calculation: |
|---|
Calls In Service * 100.0 / Calls Relevant for SLA NB: There is not only one way to calculate the service level and availability. This calculation focuses on calls that are relevant for SLA while the calculation in reports ACD-G-002, ACD-G-004 and ACD-G-011 focuses on offered calls without exception. |
Answer Time - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
AcdB - AcdGetAnswerDuration_GroupServiceNumber Criteria Used (see also ACD Group Service Number KPIs) Description acdb.bOutbound = 0 acdb.dtAgentConnect IS NOT NULL SUM (acdb.dtAgentConnect - acdb.dtGroupStart) The total talking time duration between a caller and an agent or a destination in the selected ACD groups and via the selected service numbers within a particular time slice.
Hang Up Time - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 dtAgentConnect IS NULL bCallerHangup = 1 AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) The time difference between dtGroupStart and dtGroupEndfor calls where the caller did not speak to an agent and hung up before or whilst in the ACD queue. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
Talk Time - Ø Duration, Max. and Total Duration
The average, maximum and total duration of the following KPI:
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).AcdB - AcdGetCallDuration_GroupServiceNumber
Post Call Time - Total Duration
The total duration of the following KPI:
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).AcdB - AcdGetCallDuration_GroupServiceNumber