Description
This report contains aggregated data for inbound calls to the service number(s) associated with the selected billing numbers over the time period chosen. Data is presented grouped by day.
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 |
Inbound Total
| Criteria Used | Description |
|---|---|
COUNT( stats.ID ) a.bOutbound = 0 | Total number of inbound calls to the service number(s) associated with the selected billing number(s). |
Inbound ACD
| Criteria Used | Description |
|---|---|
COUNT( stats.ID ) a.bOutbound = 0 AND acdb.ID IS NOT NULL | Total number of inbound calls to the service number(s) associated with the selected billing number(s) and which were routed to an ACD group. |
Inbound Answered
| Criteria Used | Description |
|---|---|
COUNT( stats.ID ) a.bOutbound = 0 acdb.dtAgentConnect IS NOT NULL | Total number of inbound calls to the service number(s) associated with the selected billing number(s) and which were successfully connected to an agent. |
Emails
| Criteria Used | Description |
|---|---|
COUNT( * ) AcdEventTypesID = 5 AND ( AcdGroupsID IN ( SELECT ID FROM JTELWeb.AcdGroups WHERE ClientsID = _ClientsID ) ) ); | Total number of emails sent by agents logged in ACD groups of the current client. |
Voice Mail + Callbacks
| Criteria Used | Description |
|---|---|
COUNT( * ) acdb.dtAgentConnect IS NOT NULL | Total number of inbound calls to the service number(s) associated with the selected billing number(s) and which ended with a callback or voicemail booked. |
Inbound Lost
| This column is the result of the following calculation: |
|---|
Inbound ACD - Inbound Answered - (Voice Mail + Callbacks) |
External Destination
| Criteria Used | Description |
|---|---|
COUNT( stats.ID ) b.CNumbersID IS NOT NULL | Total number of calls which were transferred to an external destination. |
Availability Direct
| This column is the result of the following calculation: |
|---|
| Inbound Answered * 100 / Inbound ACD |
Availability incl. CB/VM
| This column is the result of the following calculation: |
|---|
| Inbound Answered * 100 / (Inbound ACD + (Voice Mail + Callbacks)) |