Description
This report contains data - presented individually per agent - for inbound calls to, and outbound calls from the selected agents over the time period chosen.
Sample Execution (Input) → Sample Report (Output)
This report is optimised for the following output formats: PDFHTML
Columns
The following columns are provided.
Legend
Table | Alias |
---|---|
StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
StatisticsPartA (See also Table Reference - StatisticsPartA (A) ) | a |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
Total ACD Calls
B - AcdGetACDCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
b.bOutbound = 0 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 | Total inbound calls distributed to agents within a particular time slice. Except calls transferred by an agent to another agent or to an external number. |
ACD Calls - Taken
B - AcdGetACDTakenCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
b.bOutbound = 0 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Total inbound calls answered by agents within a particular time slice. Except calls transferred by an agent to another agent or an external number. |
ACD Calls - Ø Duration
B - AcdGetACDCallsDurationAvg_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
AVG(b.dtCallEnd - b.dtCallConnect) b.bOutbound = 0 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Average duration of inbound calls answered by agents within a particular time slice. Except calls transferred by an agent to another agent or an external number. |
ACD Calls - Total Duration
B - AcdGetACDCallsDuration_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
SUM(b.dtCallEnd - b.dtCallConnect) b.bOutbound = 0 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Total duration of inbound calls answered by agents within a particular time slice. Except calls transferred by an agent to another agent or to an external number. |
ACD Outdial Calls - Total
B - AcdGetACDOutdialCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
b.bOutbound = 1 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 | Total outbound calls made by agents within a particular time slice. Except calls transferred by an agent to another agent or to an external number. |
ACD Outdial Calls - Taken
B - AcdGetACDOutdialTakenCalls_Agent
Criteria Used (see also B - ACD Agents KPIs) | Description |
---|---|
b.bOutbound = 1 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Total outbound calls made by agents and answered by the destination within a particular time slice. Except calls transferred by an agent to anothter agent or to an external number. |
ACD Outdial Calls - Ø Duration
B - AcdGetACDOutdialCallsDurationAvg_Agent
Criteria Used (see also B - ACD Agents KPIs) | Description |
---|---|
AVG(b.dtCallEnd - b.dtCallConnect) b.bOutbound = 1 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Average duration of outbound calls made by agents within a particular time slice. Except calls transferred by an agent to anothter agent or to an external number. |
ACD Outdial Calls - Total Duration
B - AcdGetACDOutdialCallsDuration_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
SUM(b.dtCallEnd - b.dtCallConnect) b.bOutbound = 1 b.bTransferAgent = 0 b.bTransferExternalNumber = 0 b.CONNRES = 1 | Total duration of outbound calls made by agents within a particular time slice. Except calls transferred by an agent to anothter agent or to an external number. |
ACD Transfer Calls - Total
B - AcdGetACDTransferAgentCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
b.bTransferAgent = 1 OR | Total inbound and outbound calls transferred to the agent from another agent . |
ACD Transfer Calls - Taken
B - AcdGetACDTransferAgentTakenCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
b.bTransferAgent = 1 OR b.CONNRES = 1 | Total inbound and outbound calls transferred to the agent from another agent and which were answered. |
ACD Transfer Calls - Ø Duration
B - AcdGetACDTransferAgentCallsDurationAvg_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
AVG(b.dtCallEnd - b.dtCallConnect) b.bTransferAgent = 1 OR b.CONNRES = 1 | Average duration of inbound and outbound calls transferred to the agent from another agent. |
ACD Transfer Calls - Total Duration
B - AcdGetACDTransferAgentCallsDuration_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
SUM(b.dtCallEnd - b.dtCallConnect) b.bTransferAgent = 1 OR b.CONNRES = 1 | Total duration of inbound and outbound calls transferred to the agent from another agent. |
ACD Post Calls - Total
B - AcdGetPostCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
b.PostCallInterval > 0 b.CONNRES = 1 | Total number of inbound calls distributed to agents and outbound calls distributed to the destination within a particular time slice were in status manual postcall and/or automatic postcall after the call end. See also Value Reference - CONNRES |
ACD Post Calls - Taken
B - AcdGetPostTakenCalls_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
b.PostCallInterval > 0 b.CONNRES = 1 | Total number of inbound calls answered by agents and outbound calls answered by the destination within a particular time slice were in status manual postcall and/or automatic postcall after the call end. See also Value Reference - CONNRES |
ACD Post Calls - Ø Duration
B - AcdGetPostCallDurationAvg_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
AVG(b.dtCallEnd - b.dtCallStart) b.PostCallInterval > 0 b.CONNRES = 1 | Average duration of inbound calls distributed to agents and outbound calls distributed to the destination within a particular time slice - in status manual postcall and/or automatic postcall after the end . See also Value Reference - CONNRES |
ACD Post Calls - Total Duration
B - AcdGetPostCallDuration_Agent
Criteria Used (see also B - ACD Agents KPIs ) | Description |
---|---|
SUM(b.dtCallEnd - b.dtCallStart) b.PostCallInterval > 0 b.CONNRES = 1 | Total duration of inbound calls distributed to agents and outbound calls distributed to the destination within a particular time slice - in status manual Post Call and/or automatic Post Call after the end . See also Value Reference - CONNRES Agents that were in manual Post Call Time processing and/or automatic Post Call Time processing status after the call ended. |