Fields for Group Data in CSV format

[Belinda Frick]

Field Description
DGROUP Group number

DGROUPNAME Group name

D15 Only present if report is a 15-minute interval report.
0-95, represents each 15 minutes of the day

DHOUROFDAY Only present in hour-of-day reports.
0-23, represents the hour of the day.

DDAYOFWEEK Only present in day-of-week reports
0-6, represents the day of week

DDAYOFMONTH Only present in day of month reports
1-31, represents the day of month

DDAYOFYEAR Only present in day of year reports
1-366, represents the day of year

DMONTHOFYEAR Only present in month of year reports
1-12, represents the month of year

CALLS Total number of calls answered by agents

ACALLS Average number of calls answered by agents

MCALLS Obsolete

UNANSWERED Number of unanswered calls

AUCALLS Average number of unanswered calls

ART Total ring time

ACST Total call service time (call duration)

AGENTS Average number of agents logged in

ACIQ Obsolete

MCIQ Maximum number of calls in queue

AHT Obsolete

AHTCQ Obsolete

DAQTQC Obsolete

DAQTRECCOUNT Obsolete

MHT Maximum holding time (maximum queue time)

TCIQ Total calls in queue

TQT Total queue time

E Erlangs (average holding time + average call service time +
average ring time) in hours * calls

Abandoned Number of abandoned calls in queue

ACDCalls Total number of calls in ACD