Description
This report contains aggregated data for inbound and outbound 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.
FROM RELEASE 3.40 From release 3.40 a second variant of the report, ACD-G-011-02 is available, which instead of displaying the individual agent status aggregates these together in "Active" and "Inactive". A selection is provided in the report execution form to choose which status should be considered active (all other status are considered inactive).
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 |
| AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin) | login |
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 - 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 - 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 - 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 - Error
| This column is the result of the following calculation: |
|---|
| OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls |
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 - Queue Timeout
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (106, 206) 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 left the queue becasue the configured queue timeout was reached. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
Calls - Busy
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 0 AcdGroupEndReasonsID IN (1, 2, 3, 4, 207) 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 system hungup the call when executing a defined group rule or when there was no rule however one would have been required to continue processing. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
Calls - Accessibility
| This column is the result of the following calculation: |
|---|
| ( In Service + Not In Service ) * 100.0 / Offered |
Calls - Service Level
| This column is the result of the following calculation: |
|---|
| In Service * 100.0 / Offered |
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 and Max. Duration
The average and maximum 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 - Ø Duration and Max. Duration
The average and maximum 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
Logged In - Count
| Criteria Used | Description |
|---|---|
COUNT(DISTINCT UsersID) login.bGroupLoggedIn = 1 | The number of agents logged in the selected ACD groups within a particular time slice. |
Logged In - Total Duration
| Criteria Used | Description |
|---|---|
SUM (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated )) login.bGroupLoggedIn = 1 | The total logged In time duration in the selected ACD groups. |
Logged In - Ø Duration
| This column is the result of the following calculation: |
|---|
| Logged In Total Duration / Logged In Count |
Logged In - Max. Duration
| Criteria Used | Description |
|---|---|
MAX (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated )) login.bGroupLoggedIn = 1 | The maximum logged In time duration in the selected ACD groups. |
ACD Agent Status - Total Duration
| Criteria Used | Description |
|---|---|
SUM (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated )) login.bGroupLoggedIn = 1 AND status.AcdAgentStatusID = <ACDAgentStatusID> | The total time duration of the ACD agent in a status with the ID <ACDAgentStatusID> in the selected ACD groups. Where: <ACDAgentStatusID> is either one of the 5 default ACD agent status IDs:
See also Value Reference - AcdAgentStatus |
ACD Agent Status - Max. Duration
| Criteria Used | Description |
|---|---|
MAX (IF( IFNULL( login.dtEndStatus, status.dtIntervalEnd ) >= status.dtIntervalEnd, status.dtIntervalEnd, login.dtEndStatus ) - IF( acdLogin.dtCreated < status.dtIntervalStart, status.dtIntervalStart, dtCreated )) login.bGroupLoggedIn = 1 AND status.AcdAgentStatusID = <ACDAgentStatusID> | The maximum time duration of the ACD agent in a status with the ID <ACDAgentStatusID> in the selected ACD groups. Where: <ACDAgentStatusID> is either one of the 5 default ACD agent status IDs:
See also Value Reference - AcdAgentStatus |
Calls and Media - Ø Duration
| This column is the result of the following calculation: |
|---|
Call and Media Total Duration / Logged In Count Read more here → ACD Agent Status - Total Duration |
Calls and Media - Max. Duration
See → ACD Agent Status - Max. Duration
Break - Ø Duration
| This column is the result of the following calculation: |
|---|
Break Total Duration / Logged In Count Read more here → ACD Agent Status - Total Duration |
Break - Max. Duration
See → ACD Agent Status - Max. Duration
Post Call - Ø Duration
| This column is the result of the following calculation: |
|---|
Post Call Total Duration / Logged In Count Read more here → ACD Agent Status - Total Duration |
Post Call - Max. Duration
See → ACD Agent Status - Max. Duration
Outbound - Ø Duration
| This column is the result of the following calculation: |
|---|
Outbound Total Duration / Logged In Count Read more here → ACD Agent Status - Total Duration |
Outbound - Max. Duration
See → ACD Agent Status - Max. Duration