Description
This report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen. Data is aggregated over the selected service numbers, and not presented individually per service number.
CAUTION:This report is designed to be viewed by the operation manager 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 service numbers
All calls which were offered to the service numbers
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 - Total Calls
Criteria Used (see also Inbound and Outbound Call KPIs ) Description COUNT( * ) All inbound and outbound calls made through the selected service numbers within a particular time slice.A - AcdGetCalls_ServiceNumbers
Calls - Maximum Parallel Calls
Criteria Used (see also A - Service Number KPIs) Description MAX(a.nParallelCallsByServiceNumbers) The biggest number of parallel calls made through the selected service numbers within a particular time slice.A - AcdGetParallelCallsMax_ServiceNumbers
Calls - ACD Post Calls
Criteria Used (see also A - Service Number KPIs ) Description b.PostCallInterval > 0 b.CONNRES = 1 The Total number post calls performed for all inbound and outbound calls to destination (b.CONNRES = 1) through a service number and within a particular time slice. See also Value Reference - CONNRESA - AcdGetPostCallCount_ServiceNumbers
In Service - Quantity
Criteria Used (see also A - Service Number KPIs ) Description acdb.dtAgentConnect IS NOT NULL ( acdb.dtAgentConnect - acdb.dtGroupStart ) <= ServiceLevelSeconds If ServiceLevelSeconds is 0, then this value is set to all calls connected to agents (i.e. ServiceLevelSeconds is ignored). All inbound and outbound calls which were made through a service number within a particular time slice, which were connected to an agent within (less than or equal to) the specified ServiceLevelSeconds.A - AcdGetInServiceCalls_ServiceNumbers
In Service - % Percentage
| Formula Used | Description |
|---|---|
| InServiceCalls * 100 / (InserviceCalls + NotInserviceCalls) | Percentage of calls processed within the specified service time seconds |
Not In Service - Quantity
Criteria Used (see also A - Service Number KPIs ) Description acdb.dtAgentConnect IS NOT NULL ( dtAgentConnect - dtGroupStart ) > ServiceLevelSeconds All inbound and outbound calls which were made through a service number within a particular time slice, which were connected to an agent outside the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is 0.A - AcdGetNotInServiceCalls_ServiceNumbers
Not In Service - % Percentage
| Formula Used | Description |
|---|---|
| NotInserviceCalls * 100 / (InserviceCalls + NotInserviceCalls) | Percentage of calls processed outside the specified service time seconds |
Hungup <= - Quantity
Criteria Used (see also A - Service Number KPIs ) Description bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) <= HangupSeconds All inbound and outbound calls which were made through a 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 sepcified HangupSeconds. See also Value Reference - AcdGroupEndReasons.A - AcdGetInTimeHangupCalls_ServiceNumbers
Hungup <= - % Percentage
| Formula Used | Description |
|---|---|
| Hungup <= * 100 / (Hungup <= + Hungup >) | Percentage of calls terminated within the specified hang up time |
Hungup > - Quantity
Criteria Used (see also A - Service Number KPIs ) Description bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) > HangupSeconds All inbound and outbound calls which were made through a 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 sepcified HangupSeconds. See also Value Reference - AcdGroupEndReasons.A - AcdGetNotInTimeHangupCalls_ServiceNumbers
Hungup > - % Percentage
| Formula Used | Description |
|---|---|
| Hungup > * 100 / (Hungup <= + Hungup >) | Percentage of calls terminated outside the specified hang up time |
Ringing Incoming Time - Total Duration
Criteria Used (see also A - Service Number KPIs ) Description SUM(IFNULL( a.dtCallConnect, a.dtCallEnd ) - a.dtCallStart) If the call ended without connection to an IVR object (a.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (a.dtCallEnd) else it is calculated with the call connection timestamp. The total ringing duration of all inbound and outbound calls which were made through a service number within a particular time slice, from the initiation on the system until the successful connection to an IVR object otherwise the end of the call.A - AcdGetRingingIncomingDuration_ServiceNumbers
Ringing Incoming Time - Ø Duration
Criteria Used (see also A - Service Number KPIs ) Description AVR(IFNULL( a.dtCallConnect, a.dtCallEnd) - a.dtCallStart ) If the call ended without connection to an IVR object (a.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (a.dtCallEnd) else it is calculated with the call connection timestamp. The average ringing duration of all inbound and outbound calls which were made through a service number within a particular time slice, from the initiation on the system until the successful connection to an IVR object otherwise the end of the call.A - AcdGetRingingIncomingDurationAvg_ServiceNumbers
Ringing Agent Time - Total Duration
Criteria Used (see also A - Service Number KPIs) Description AVR(IFNULL( b.dtCallConnect, b.dtCallEnd ) - b.dtCallStart) If the call ended without connection to an Agent or other destination (b.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (b.dtCallEnd) else it is calculated with the call connection timestamp. The average ringing duration of all inbound and outbound calls which were made through a service number within a particular time slice, from the initiation on an agent extension line until the answer by the agent or destination, or until the call end at the called agent or destination.A -AcdGetRingingAgentDurationAvg_ServiceNumbers
Ringing Agent Time - Ø Duration
Criteria Used (see also Inbound and Outbound Call KPIs ) Description COUNT( * ) All inbound and outbound calls made through the selected service numbers within a particular time slice.A - AcdGetCalls_ServiceNumbers
Total Agents - Quantity
Criteria Used (see also A - Service Number KPIs) Description acdb.dtCallConnect IS NOT NULL All inbound and outbound calls which were made through a service number within a particular time slice and were successfully connected to an agent.A - AcdGetTotalAgents_ServiceNumbers
Total VoiceMail - Quantity
Criteria Used (see also A - Service Number KPIs ) Description acdb.AcdGroupActionTypesID = 3 acdb.dtAgentConnect IS NULL All inbound and outbound calls which were made through a service number within a particular time slice, which left an ACD group via an ACD group action of type 3 (voice-mail) - and which were not answered by an agent or other destination. See also Value Reference - AcdGroupActionTypes .A - AcdGetVoiceMailCalls_ServiceNumbers
Number Call Backs - Quantity
Criteria Used (see also A - Service Number KPIs ) Description acdb.AcdGroupActionTypesID in (8, 10, 11, 12) acdb.dtAgentConnect IS NULL All inbound and outbound calls which were made through a service number within a particular time slice, which left an ACD group via an ACD group action of type 8 (Request Callback), 10 (Request Callback 2), 11 (Request Callback or Voice-Mail) or 12 (Request Callback 3) - and which were not answered by an agent or other destination. See also Value Reference - AcdGroupActionTypes .A - AcdGetCallBackCalls_ServiceNumbers
Hangups before Queue - Quantity
Criteria Used (see also A - Service Number KPIs ) Description a.bCallerHangup = 1 acdb.dtQueueStart IS NULL The total number of inbound and outbound calls which were made through a service number within a particular time slice and which were hung up by the caller before the the queue started.A - AcdGetHangupsBeforeQueue_ServiceNumbers
Hangups Queue - Quantity
Criteria Used (see also A - Service Number KPIs ) Description a.bCallerHangup = 1 acdb.dtGroupEnd IS NOT NULL acdb.dtQueueStart IS NOT NULL acdb.dtAgentConnect IS NULL The total number of inbound and outbound calls which were made through a service number within a particular time slice and which were hung up in the queue by the caller.A - AcdGetHangupsQueue_ServiceNumbers
Not Offered Calls - Quantity
Criteria Used (see also A - Service Number KPIs ) Description a.dtCallConnect IS NULL (a.bCallerHangup IS NULL ) OR ( a.bCallerHangup = 0 ) All inbound and outbound calls which were made through an service number within a particular time slice, which were neither connected to an agent nor hung up by the caller.A - AcdGetTotalOtherCalls_ServiceNumbers