Description
This report indicates how many inbound calls were routed through the selected ACD groups and how much time each selected transaction code (TAC) was set in a particular time slice. It additionally indicates the ratio amount of time each TAC was set and the total calls answered. This report can display up to 7 transaction codes while ACD Transaction Code Report 2 can display up to 20 transaction codes.
Sample Execution (Input) → Sample Report (Output)
Column
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 during Opening Hours
CallsTotal
| Criteria Used | Description |
|---|---|
a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 | Total number of calls routed to the selected ACD group(s) during the opening hours and within a particular time slice. |
Calls Answered by Agent
CallsAnswered
| Criteria Used | Description |
|---|---|
a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 AND acdb.dtAgentConnect IS NOT NULL | Total number of calls routed to the selected ACD group(s) during the opening hours, within a particular time slice and were successfully connected to the destination. |
Short Hangups < 5 Seconds
CallsShortHangup
| Criteria Used | Description |
|---|---|
a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 AND acdb.dtGroupEnd - acdb.dtQueueStart <= 5 | Total number of calls routed to the selected ACD group(s) during the opening hours, within a particular time slice and were hungup within the first 5 seconds in the queue. |
Average Talk Time
| Criteria Used | Description |
|---|---|
sum(acdb.dtGroupEnd - acdb.dtAgentConnect) / CallsTotal AND a.bOutbound = 0 AND acdb.bCallInStandardServiceTimes <> 0 | The total talk time duration divided by the total number of calls offered during the opening hours. |
Availability
| Formula Used | Description |
|---|---|
| CallsAnswered * 100 / CallsTotal | The ratio between the calls answered by agent and the total number of calls offered during the opening time within a particular time slice. |
Current TAC as % of Calls Answered
| Formula Used | Description |
|---|---|
| TAC set * 100 / CallsAnswered | The ratio between the amount of time the current TAC was set and the total number of calls answered by agent during the opening time within a particular time slice. |