Description
This report contains aggregated data for incoming calls to the selected ACD groups over the time period and granularity chosen. Data is aggregated over the selected ACD groups, and not presented individually per group.
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.
P. S. ACD-G-002-02, instead of containing the data of all selected ACD-Groups in one table, consist of one table per selected ACD-Group. The tables contain the same fields and are listed horizontally.
P. S. ACD-G-002-03 have an additional column "Line" containing the name of the Acd group.
Service Level Calculation
The service level calculation in this report considers:
Calls answered by agents within "ServiceLevelSeconds" measured from the time call entered the groups
All calls which were offered to the groups
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 - Offered
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 All inbound calls which entered an ACD group and service number within a particular time slice.AcdB - AcdGetGroupCalls_GroupServiceNumber
Calls - In Service
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 ( dtAgentConnect - dtGroupStart ) <= ServiceLevelSeconds All inbound calls which entered an ACD group and service number 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).AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber
Calls - Not In Service
Criteria Used (see also ACD Group Service Number KPIs) Description dtAgentConnect IS NOT NULL ( acdb.dtAgentConnect - acdb.dtGroupStart ) > ServiceLevelSeconds All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent outside of the specified ServiceLevelSeconds. If ServiceLevelSeconds is 0, then this value is 0.AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber
Calls - Hungup <=
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) <= HangupSeconds All inbound calls which entered an ACD group and 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 specified HangupSeconds. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetInTimeHangupCallsByParam_GroupServiceNumber
Calls - Hungup >
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 1 dtAgentConnect IS NULL AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) ( dtGroupEnd - dtGroupStart ) > HangupSeconds All inbound calls which entered an ACD group and 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 sepecified HangupSeconds. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetNotInTimeHangupCallsByParam_GroupServiceNumber
Calls - Number of Call Backs
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID = 109 bCallbackVoiceMailBooked = 1 All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller decided to leave the queue by pressing a DTMF and subsequently booked a callback or left a voice mail (which would have been initiated by an associated rule in the ACD group).
Calls - Error
| This column is the result of the following calculation: |
|---|
| OfferedCalls - InServiceCalls - NotInServiceCalls - CallerHangupCallsInTime - CallerHangupCallsOutTime - QueueClosedCalls - QueueFullCalls - QueueTimeoutCalls - QueueLeaveDtmfCalls - BusyCalls |
Calls - Queue Closed
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (100, 101, 102, 107, 108) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call was handled by a rule at one of the specified AcdGroupEndReasons: Group Start, Routing Application, Queue, Queue No Agents, Queue All Tried. See also Value Reference - AcdGroupEndReasons.
AcdB - AcdGetQueueClosedCallsByGroupEndReason_GroupServiceNumber
Calls - Queue Full
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (105, 205) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call could not enter the queue because the queue was full. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetQueueFullCallsByGroupEndReason_GroupServiceNumber
Calls - Queue Timeout
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 AcdGroupEndReasonsID IN (106, 206) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the call left the queue becasue the configured queue timeout was reached. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetQueueTimeoutCallsByGroupEndReason_GroupServiceNumber
Calls - Busy
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 bCallerHangup = 0 AcdGroupEndReasonsID IN (1, 2, 3, 4, 207) dtAgentConnect IS NULL All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the system hungup the call when executing a defined group rule or when there was no rule however one would have been required to continue processing. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetSystemHangupCallsByGroupEndReason_GroupServiceNumber
Calls - Availability
| This column is the result of the following calculation: |
|---|
| ( In Service + Not In Service ) * 100.0 / Offered |
Calls - Service Level
| This column is the result of the following calculation: |
|---|
| In Service * 100.0 / Offered |
Answer Time - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
AcdB - AcdGetAnswerDuration_GroupServiceNumber Criteria Used (see also ACD Group Service Number KPIs) Description acdb.bOutbound = 0 acdb.dtAgentConnect IS NOT NULL SUM (acdb.dtAgentConnect - acdb.dtGroupStart) The total talking time duration between a caller and an agent or a destination in the selected ACD groups and via the selected service numbers within a particular time slice.
Hang Up Time - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 dtAgentConnect IS NULL bCallerHangup = 1 AcdGroupEndReasonsID IN ( 1, 2, 3, 4 ) The time difference between dtGroupStart and dtGroupEndfor calls where the caller did not speak to an agent and hung up before or whilst in the ACD queue. See also Value Reference - AcdGroupEndReasons.AcdB - AcdGetCallerHangupCallsDuration_GroupServiceNumber
Talk Time - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
This KPI references all data from the StatisticsPartB table (agent calls) for each found entry in the AcdStatisticsPartB table. This enables the times agents were actually connected with callers to be measured. Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 b.CONNRES = 1 b.dtCallConnect IS NOT NULL b.UsersID IS NOT NULL The time difference between b.dtCallConnect or b.dtWhisperEnd (whichever is not NULL and later) and b.dtCallEndfor calls answered by agents (UsersID NOT NULL).AcdB - AcdGetCallDuration_GroupServiceNumber
Post Call Time - Ø Duration and Max. Duration
The average and maximum duration of the following KPI:
Criteria Used (see also ACD Group Service Number KPIs) Description bOutbound = 0 b.CONNRES = 1 b.PostCallInterval > 0 The PostCallInterval from StatisticsPartB for all calls connected to agents for which post call work was performed (PostCallInterval > 0). See also Value Refence - CONNRES.AcdB - AcdGetPostCallDuration_GroupServiceNumber