(Graph) Profile of Calls Entering ACD Report

This graph plots the number of ACD calls entering a queue during each specified interval of a specified date range. An entered call occurs when a call enters a queue regardless if it is answered, goes to voice mail, and so on.

This graph sorts the number of ACD calls entering a queue by queue name and includes a summary graph page named Grand Total Sum All Queues.

Parameters

You specify the range of date times, activity times, site IDs, and workgroup queues as parameters. You can specify all or part of a day in the time range. You can specify if you want to see detail or summary and if want to print the graph.

Each line in the data represents one interval, or in this case thirty minutes (1800 seconds) by default.

Note
If you run this report for a 24 hour period with intervals less than the default of 30 minutes, it could result in too much information on the horizontal axis, thus making it difficult for you to read the report.

 

Report Log Tables	Interaction Administrator Unique Report Identifier
WrkgrpQueueStats	GRAPH_ PROFILE_ENTERED_ACD_NAME

 

Graph Element	Report Field or Value	Field or Value Description
Queue	cName	The name of a queue in the specified range.
Intervals (horizontal axis)	dIntervalStart	The activity intervals for recording call data, shown under the bottom of the graph. The default is 30 minute intervals, but the time interval is controlled by the WorkgroupQueueReportingInterval server parameter in Interaction Administrator.
Number of calls entered ACD (vertical axis)	Sum(nEnteredACD)	The total number of calls that entered this queue during the interval, regardless if it was answered, went to voice mail, etc.

Record selection criteria:

{WrkgrpQueueStats.dIntervalStart} in {?StartDateTime} to {?EndDateTime}) and

{@DateTimeToTime} in {?StartActivityTime} to {?EndActivityTime} and

{WrkgrpQueueStats.cType}="W" and

{WrkgrpQueueStats.cReportGroup} = "*" and

{WrkgrpQueueStats.SiteId} in {?StartSiteId} to {?EndSiteID} and

{WrkGrpQueueStats.cReportGroup} <> "-" and

( IsNull({WrkGrpQueueStats.cHKey3}) or {WrkGrpQueueStats.cHKey3} = "*" or {WrkGrpQueueStats.cHKey3} = "" ) and

( IsNull({WrkGrpQueueStats.cHKey4}) or {WrkGrpQueueStats.cHKey4} = "*" or {WrkGrpQueueStats.cHKey4} = "" ) and

{WrkgrpQueueStats.cName} in {?StartQueueName} to {?EndQueueName}