Description
This report lists, for all selected ADC groups, information concerning the calls that reached the ACD.
Settings of the Report
In addition to the standard settings "Output format" and "Period", the following additional settings are available
| Name | Value | Description |
|---|---|---|
| Granularity |
| Granularity for the consolidation of data |
| Groups |
| Selection of the groups for which the report is to be created |
Selection Criteria
| Criterion | Description |
|---|---|
Period | For calls, the group entry within the time intervals is relevant. Call duration/ringing time will be calculated completely (thus also in case of exceedance of a time interval). |
Group | Groups, whose calls are to be considered in the report |
Columns
| Name | Value | |
|---|---|---|
Period | Time period (defined by the granularity) of the following values | |
Group | Names | Name of the group followed by the group number in brackets |
Number | Number of the calls that reached the group. | |
Time | Total and average time of the calls within the group (AcdStatisticsPartB.dtGroupEnd - AcdStatisticsPartB.dtGroupStart) | |
Calls | Reached | Number of calls successfully delivered to the agent and percentage of these calls concerning the total number of calls that entered the group. |
Voice Mail | The number of calls which were connected to the voice mail | |
Overflow | Number of calls which were forwarded to another group because of a rule. | |
Ext. Destination | Number of calls which were routed to an external destination because of a rule | |
Caller Hangup | Number of calls ended by the caller without being connected to an agent. | |
System Hangup | Number of calls ended by the system and the caller was not connected to an agent. | |
In Service | Number and percentage of the calls which were answered by an agent within the service level defined for the group | |
Not In Service | Number and percentage of the calls which were not answered by an agent within the service level defined for the group | |
No Service | Number of calls which were not answered by an agent within this ACD group | |
Times | In Service | Total sum and average waiting time of all calls which were answered by an agent within the service level defined for the group |
Not In Service | Total sum and average waiting time of all calls which were not answered by an agent within the service level defined for the group | |
Hungup | Total sum and average waiting time of all calls which were not connected to an agent, ended by the caller and neither forwarded to the voice mail nor to another group, nor to an external destination. | |
Overflow Ext. Destination | Total sum and average waiting time of all calls within the group which were not connected to an agent, but either to an external destination or to another group. | |
Voice Mail | Total sum and average waiting time of all calls which were not connected to an agent, but to the voice mail. | |
Max. Ring | Maximum and average ringing time for the agent | |
Totals Area
Every time period ends with a total row for the counters, durations and average values. The availability is calculated on basis of the sum of “Reached” and “Number” corresponding to the whole time period. At the end of the report a sum row is located for the total time period of the report which functions on the same principle.