This app allows you to view the performance data previously collected by the ACD.
The following rules apply to the collection and storage of statistical data:
-
The innoACD calculates a data record per queue or team and hour with performance data on availability, call volume, and processing.
-
The data records are stored in the PostgreSQL database of the innovaphone AppPlatform.
-
Data records consisting solely of zeros are not saved.
-
Every 10 minutes, each data record is temporarily stored. In the event of a brief system failure, historical data for a maximum of 10 minutes will be lost.
-
Call-related performance data is recorded in the time interval in which the process was completed, even if the process began in a previous time interval.
The key data for the statistics to be compiled are entered using the following screen
Die speicherten Daten können nach folgenden Kriterien aufbereitet werden
|
Wert |
Beschreibung |
|---|---|
|
Interval |
The temporal resolution of data processing. Hourly is the finest resolution. |
|
Start Date |
Filter condition for the first date of the day with records |
|
End Date |
Filter condition for the last date of the day with records |
|
Start Hour |
Filter condition for the first hour per day with data records. One hour comprises minutes 0 to 59. This means that hour 0 runs from 00:00:00 to 00:59:59. |
|
End Hour |
Filter condition for the last hour per day with data records. |
|
Report type |
Determining whether queue or team statistics should be created |
|
Queues / Teams |
Selection of queues or teams for statistics |
The export function allows you to transfer the previously visualized data to a CSV file for external processing.