Call Type Statistics¶
Calculates statistics for Call Types using the Call_Type_Interval table.
Depending on the KPI Function, the following parameters may be used:
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.
Calls Abandon Rate¶
Displays the percentage of calls that were assigned the Call Type, which were subsequently abandoned.
Parameters: Call Types, Sliding Interval In Periods
Calls Abandoned¶
Displays the number of calls that were assigned the Call Type, which were subsequently abandoned.
Parameters: Call Types, Sliding Interval In Periods
Calls Abandoned In Service Level¶
Displays the number of calls that were assigned the Call Type, which were subsequently abandoned within the service level.
Parameters: Call Types, Sliding Interval In Periods
Calls Answer Wait Time¶
Displays the total answer wait time of calls that were assigned the Call Type.
Parameters: Call Types, Sliding Interval In Periods
Calls Answered¶
Displays the number of answered calls that were assigned the Call Type.
Parameters: Call Types, Sliding Interval In Periods
Calls Answered In Service Level¶
Displays the number of answered calls that were assigned the Call Type, which were picked up within the service level.
Parameters: Call Types, Sliding Interval In Periods
Calls Average Handle Time¶
Displays the average handle time of calls that were assigned the Call Type.
Parameters: Call Types, Sliding Interval In Periods
Calls Average Hold Time¶
Displays the average hold time of calls that were assigned the Call Type. @@notice Interval only@@
Parameters: Call Types, Sliding Interval In Periods
Calls Average Queue Time¶
Displays the average time calls that were assigned the Call Type spent waiting in the call router queue.
Parameters: Call Types, Sliding Interval In Periods
Calls Average Ring Time¶
Displays the average time calls that were assigned the Call Type spent ringing at agents.
Parameters: Call Types, Sliding Interval In Periods
Calls Average Speed Of Answer¶
Displays the average answer wait time of calls that were assigned the Call Type.
Parameters: Call Types, Sliding Interval In Periods
Calls Average Talk Time¶
Displays the average talk time of handled calls that were assigned the Call Type.
Parameters: Call Types, Sliding Interval In Periods
Calls Handle Rate¶
Displays the percentage of calls that were assigned the Call Type, which were subsequently handled.
Parameters: Call Types, Sliding Interval In Periods
Calls Handled¶
Displays the number of calls that were assigned the Call Type, which were subsequently handled.
Parameters: Call Types, Sliding Interval In Periods
Calls Held¶
Displays the number of calls that were assigned the Call Type, which were held. @@notice Interval only@@
Parameters: Call Types, Sliding Interval In Periods
Calls Hold Time¶
Displays the total hold time of calls that were assigned the Call Type. @@notice Interval only@@
Parameters: Call Types, Sliding Interval In Periods
Calls Longest Wait Time¶
Displays the queue time of the longest waited call that was assigned the Call Type today. @@notice Interval only@@
Parameters: Call Types, Sliding Interval In Periods
Calls Offered¶
Displays the number of calls that were assigned the Call Type.
Parameters: Call Types, Sliding Interval In Periods
Calls Offered To Agent¶
Displays the number of calls that were assigned the Call Type and offered to an agent.
Parameters: Call Types, Sliding Interval In Periods
Calls Queue Time¶
Displays the total time calls that were assigned the Call Type spent waiting in the call router queue.
Parameters: Call Types, Sliding Interval In Periods
Calls Queued¶
Displays the number of calls that were assigned the Call Type queued by the call router during the reporting interval.
Parameters: Call Types, Sliding Interval In Periods
Calls Redirected On No Answer¶
Displays the number of calls that were assigned the Call Type, which were subsequently redirected on no answer.
Parameters: Call Types, Sliding Interval In Periods
Calls Ring Time¶
Displays the total time calls that were assigned the Call Type spent ringing at agents.
Parameters: Call Types, Sliding Interval In Periods
Calls Service Level¶
Displays the percentage of calls that were assigned the Call Type, which were answered within the service level.
Parameters: Call Types, Sliding Interval In Periods
Calls Service Level Answered¶
Displays the number of calls answered used in the Service Level calculation.
Parameters: Call Types, Sliding Interval In Periods
Calls Service Level Offered¶
Displays the number of calls offered used in the Service Level calculation.
Parameters: Call Types, Sliding Interval In Periods
Calls Talk Time¶
Displays the total talk time of handled calls that were assigned the Call Type.
Parameters: Call Types, Sliding Interval In Periods