Description
This report contains data for inbound calls to the selected ACD groups over the time period and granularity chosen. Data is presented individually per group and per day of the week.
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.
Sample Execution (Input) → Sample Report (Output)
Columns
The following columns are provided.
Legend
Table | Alias |
|---|---|
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
Offered Calls
AcdB - AcdGetCalls_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 | The total number of inbound calls which entered an ACD group within a particular time slice. |
Calls SLA %
AcdB - AcdGetInServiceCallsByParam_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 acdb.dtAgentConnect IS NOT NULL ( acdb.dtAgentConnect - acdb.dtGroupStart ) <= ServiceLevelSeconds | All inbound calls which entered an ACD group 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). |