An explanation of the different fields in the group report

[John Richard Procter]

Total ACD Calls : The total calls that came into the call centre

Agents
Calls

• Total : The total calls that rang by the agents
• Avg : The average number of calls received by the agents for each
  hour of the day

Unanswered

• Total : The total number of calls not answered when it rang at an agent
• Avg : The average number of calls not answered for each hour of the day
• Answ.% : The percentage of calls answered for the hour
• ART : The average ring time at an agent (answered and unanswered)
• ACST : The average time spent on a call

Queue
Calls

• Total : The total calls that went into the queue
• Aband. : The number of calls that left the queue without going to an agent
• % : The percentage of calls abandoned
• Avg : The average number of calls in the queue at any qiven moment
  during that hour
• Max : The maximum number of calls in the queue during that hour

Time

• Total : The total time that calls spent in the queue
• Avg : The average time that calls spent in the queue
• Max : The maximum time a call spent in the queue

Avg Agents : The average number of agents logged in
for that hour

Actual performance based on Erlang
(using the number of agents actually logged in)

• SL : Service level - the percentage of calls that will
  be answered within a configurable period of time
  (20 seconds is the default)
• Avg CIQ : Average number of calls for that hour.
• P(Delay) : The percentage chance that a call would have to wait in
  a queue before going to an agent.
  
  Agents required to meet SLA
  
  
  • Agents : The estimated number of agents needed in the
    call centre to handle the incoming calls
  • SL : The service level if the estimated number of agents was used
  
  
  NOTES:
  
  
  • The Agent calls and unanswered avg will be the same as the total for
    each hour of the day if you only run the report for one day. The final
    total average shows the average for each hour of the day.
    
  • On LG GDK and Samsung, Abandoned calls includes both calls not
    answered at an agent and calls that hung up waiting for an agent
    to become available (abandoned in queue).
    On all other PABXs, the Abandoned calls reflects only calls abandoned
    in the queue
    
  • Avg Agents = The average number of agents logged in. The reason it has
    decimal places is because sometimes, for example, there will be 4 agents
    logged in for half an hour and after that a fifth agent logs in. Thus the
    average agent logged in for that hour would be 4.5 agents.