AC Report
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.