Contents

(Graph) Calls Entered Line Group by Hour Report

This graph shows the number of inbound and outbound calls attempted on each line group for every hour of a specified day.

This graph can be used to evaluate calling volumes throughout the day on each line group. Each line group’s call volume is plotted for each hour to allow system administrators to see line traffic at a glance. Call attempts are evaluated versus actual connected calls to give a true picture of line group activity.

Important note for SIP users

The Line Group reports were not designed to report on a SIP Line configuration. As a result, the information calculated for the Line Group reports might not be accurate for SIP lines.

Parameters

You specify the range of dates and times, site IDs, and line groups as parameters. The line groups are defined in Interaction Administrator on the IC server. You can specify all or part of a day in the time range. Each line in the data represents one interval, or in our case thirty minutes (1800 seconds) by default.

Report Log Tables	Interaction Administrator Unique Report Identifier
ILineGroupStats	GRAPH_LINE_GROUP_ENTERED_BY_HOUR_NAME

Sample report

Click on the image below to view a sample of this report.

Graph Elements	Report Field or Value	Field or Value Description
Line Group	LineGroupID	The line group names specified in the range. Each line group ID is shown in the key at the right. The line group IDs match the names of the line groups as they are configured in Interaction Administrator.
Hour	dIntervalStart	This column displays the starting hour of the interval.
Number Entered (1)	nEntered	The number of calls that entered or appeared on the lines in the line group.
Number Outbound (2)	nEnteredOutbound	The number of call that entered the line group for outbound use.
Number Outbound Blocked (3)	nOutboundBlocked	The number of calls that tried to enter the line group for outbound use, but were blocked because all the lines in the line group were busy.
% All Busy (4)	(tAllBusy / tActiveLines) * 100	The percentage of time that ALL the lines in the line group were busy.
% Busy (5)	(tSeized / tActiveLines) * 100	The percentage of time that the lines in the line group were busy.
Number Inbound (6)	nEntered – nOutboundEntered (6)	The number of calls that entered the line group for inbound use.
Hourly intervals (horizontal)	InitiatedTime	The activity intervals for recording call data, shown under the bottom of the graph.
Number of calls (vertical)	Count of LineActivity.InitiatedDate entries	A sum of the number of inbound and outbound calls attempted on each line.

Record Selection Criteria:

{ILineGroupStats.GroupId} in {?StartLineGroup} to {?EndLineGroup} and

{ILineGroupStats.dIntervalStart} in {?StartDateTime} to {?EndDateTime} and

{ILineGroupStats.SiteId} in {?StartSiteID} to {?EndSiteId}

Note
The information you display is based on the parameters you enter at runtime. You should view this chart in full color. The chart will not be useful in gray scale or black and white.