Application Statistics¶
Displays application statistics data.
Depending on the KPI Function, the following parameters may be used:
Applications – Allows you to select from a list of Application names
Max Duration – This parameter represents the maximal duration (in seconds) a call had to spent in queue.
This parameter represents the maximal duration a call had to spent in queue. Min Duration – This parameter represents the minimal duration (in seconds) a call had to spent in queue.
This parameter represents the minimal duration a call had to spent in queue. Sliding Interval In Minutes – This parameter represents the last X minutes the grid values are calculated for.
This parameter represents the last X minutes the KPI is calculated for.
Calls Abandon Rate¶
Returns the percentage of calls that were abandoned.
Formula:
(Calls Abandoned / Calls Offered) * 100
Parameters: Applications, Sliding Interval In Minutes
Calls Abandoned¶
Returns the number of calls routed to an application, which were subsequently abandoned.
Parameters: Applications, Sliding Interval In Minutes, Max Duration, Min Duration
Calls Abandoned In Service Level¶
Returns the number of calls routed to an application, which were subsequently abandoned within the service level.
Parameters: Applications, Sliding Interval In Minutes, Max Duration, Min Duration
Calls Handle Rate¶
Returns the percentage of calls that were handled.
Formula:
(Calls Handled / Calls Offered) * 100
Parameters: Applications, Sliding Interval In Minutes
Calls Handled¶
Returns the number of calls routed to the application, which were subsequently handled.
Parameters: Applications, Sliding Interval In Minutes
Calls Handled In Service Level¶
Returns the number of calls routed to an application, which were subsequently handled within the service level.
Parameters: Applications, Sliding Interval In Minutes
Calls Offered¶
Returns the number of calls routed to the application, which were subsequently offered.
Parameters: Applications, Sliding Interval In Minutes
Service Level Negative Abandon¶
Returns the percentage of calls, which were handled within the service level.
Formula:
(Calls Handled In Service Level / Calls Offered) * 100
Parameters: Applications, Sliding Interval In Minutes
Service Level Positive Abandon¶
Returns the percentage of calls, which were either handled or abandoned within the service level.
Formula:
((Calls Handled In Service Level / Calls Abandoned In Service Level) / Calls Offered) * 100
Parameters: Applications, Sliding Interval In Minutes
Service Level Without Abandon¶
Returns the percentage of calls, which were handled within the service level, not counting abandoned calls within the service level.
Formula:
(Calls Handled In Service Level / (Calls Offered - Calls Abandoned In Service Level)) * 100
Parameters: Applications, Sliding Interval In Minutes