Call Group Report

The Call Group Report outputs information regarding the selected workgroup queue interactions. Some vendors refer to this output as Call Group Report or Contact Report. For more information, see Appendix E: Settings for Invision.

Following are the fields included in this report.

Header

The top rows include the names of all the data columns in the report.

DATETIME

This field is the formatted date/time indicating the start of the reported interval.

WORKGROUPNAME

This field is the name of the workgroup queue identifying this data.

MEDIATYPE

This field is the media type (calls, emails, chats).

Note:
By default, the CIC server does not store media or interaction type data in reporting tables. To enable media-type logging, an administrator must configure the StatServer subsystem to log the information.

RECEIVEDACD

This field is the number of ACD interactions that were received during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: NENTEREDACD

HANDLEDACD

This field is the number of ACD interactions that agents handled during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: NANSWEREDACD

ABANDONED

This field is the number of ACD interactions that were abandoned during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: NABANDONEDACD

ANSWEREDSVCLVL

This field is the number of ACD interactions that agents answered during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: Calculated Field (SumSvcLevel Template)

ABANDONEDSVCLVL

This field is the number of ACD interactions that agents answered during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: Calculated Field (SumSvcLevel Template)

TOTALTALK

This field is the total number of seconds that agents spent handling ACD interactions during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: TTALKACD

TOTALHOLD

This field is the total number of seconds that ACD interactions waited in queue before being delivered to an agent.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: THOLDACD

AFTERCALLWORKTIME

This field is the total after-call work time in seconds for the ACD Group.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: TACW

DELAYEDTIME

This field is the average speed that ACD calls are answered. Also known as ASA.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: TANSWEREDACD