Call Type Statistics¶

Calculates statistics for Call Types using the Call_Type_Interval table. This is an Interval calculation. This calculation uses the Call_Type_Real_Time table for most of the columns to calculate the values for the ongoing interval which are then added to the interval values making them effectively real time while supporting different time zones.

Columns¶

Call Type Id – The ID of the Call Type.
Call Type Name – The name of the Call Type.
Calls Abandon Rate – The percentage of calls that were assigned the Call Type, which were subsequently abandoned.
Calls Abandoned – The number of calls that were assigned the Call Type, which were subsequently abandoned.
Calls Abandoned In Service Level – The number of calls that were assigned the Call Type, which were subsequently abandoned within the service level.
Calls Answer Wait Time – The total answer wait time of calls that were assigned the Call Type.
Calls Answered – The number of answered calls that were assigned the Call Type.
Calls Answered In Service Level – The number of answered calls that were assigned the Call Type, which were picked up within the service level.
Calls Average Handle Time – The average handle time of calls that were assigned the Call Type.
Calls Average Hold Time – The average hold time of calls that were assigned the Call Type. @@notice Interval only@@
Calls Average Queue Time – The average time calls that were assigned the Call Type spent waiting in the call router queue.
Calls Average Ring Time – The average time calls that were assigned the Call Type spent ringing at agents.
Calls Average Speed Of Answer – The average answer wait time of calls that were assigned the Call Type.
Calls Average Talk Time – The average talk time of handled calls that were assigned the Call Type.
Calls Handle Rate – The percentage of calls that were assigned the Call Type, which were subsequently handled.
Calls Handle Time – The total handle time of calls that were assigned the Call Type.
Calls Handled – The number of calls that were assigned the Call Type, which were subsequently handled.
Calls Held – The number of calls that were assigned the Call Type, which were held. @@notice Interval only@@
Calls Hold Time – The total hold time of calls that were assigned the Call Type. @@notice Interval only@@
Calls Longest Wait Time – The queue time of the longest waited call that was assigned the Call Type today. @@notice Interval only@@
Calls Offered – The number of calls that were assigned the Call Type.
Calls Offered To Agent – The number of calls that were assigned the Call Type and offered to an agent.
Calls Queue Time – The total time calls that were assigned the Call Type spent waiting in the call router queue.
Calls Queued – The number of calls that were assigned the Call Type queued by the call router during the reporting interval.
Calls Redirected On No Answer – The number of calls that were assigned the Call Type, which were subsequently redirected on no answer.
Calls Ring Time – The total time calls that were assigned the Call Type spent ringing at agents.
Calls Service Level – The percentage of calls that were assigned the Call Type, which were answered within the service level.
Calls Service Level Answered – The number of calls answered used in the Service Level calculation.
Calls Service Level Offered – The number of calls offered used in the Service Level calculation.
Calls Talk Time – The total talk time of handled calls that were assigned the Call Type.

Calculation Parameters¶

The Grid function has these optional parameters:

Call Types – Allows you to select from a list of Call Type names.
Sliding Interval In Periods – Number of periods. This parameter specifies how many intervals will be used for the calculation. The period length is 15 minutes by default. This can be changed in the Ucce configuration. E.g. If the parameter value is 2 and the current time is 8:20, the result will be returned for the interval of 7:45 - 8:15. After 8:30, the result will be returned for the interval of 8:00 - 8:30.