Campaign Client Primary Campaign

(ISM) ATT ISM Service AT&T Entertainment and Internet Services ISM - ATT ISM Service
Total Total Total
Agent Full Name ABN% AHT Mins NCH NCO OCC
JUNE VILLAMOR JR. 0.00% 18.36 17 0 90.6807%
Total 0.00% 18.36 17 0 90.6807%
Generation Criteria
From Date 2017-11-01
To Date 2017-11-14
Time Zone Eastern Time Zone
Client(s)
Campaign(s)
Site(s)
Avaya ID Equals [418083]
Sub Total None

Glossary
Type Code/Name Description Client(s)
Attribute Campaign Name of the campaign.

Attribute Client Name of the client.

Attribute Primary Campaign Name of Primary Campaign
Attribute Agent First Name Agents First Name
Metric ABN% The number of calls abandoned
(disconnected) while in queue prior
to being answered by an agent

Metric AHT Mins Average amount of time in seconds

for IB handled calls.

Metric NCH Any inbound call answered by an

agent.
Metric NCO All calls offered to the switch
regardless of final disposition
Metric OCC Percentage of time an agent was
handling a call again time sitting
available.
Campaign(s) Formula
IsNull('('+ltrim(rtrim(CampaignCode))+') '+CampaignName,
'')
IsNull(ClientName, '')
isNull(dCampaignCode + ' - ' + dCampaignName, '')
ISNULL(FirstName, '')
ISNULL(SUM(CAST(CallsAbandon AS
FLOAT))/NULLIF(SUM(CallsOffered),0),0)

(SUM(CAST(TalkDuration AS FLOAT) + ACDHoldDuration +

ACWDuration) / 60) / NULLIF(SUM(CallsHandled), 0)

SUM(CallsHandled)

SUM(CallsOffered)

(Sum(Cast(TalkDuration AS FLOAT) + HoldDuration +

ACWDuration)) / nullif(sum(Cast(TalkDuration AS FLOAT)) +
sum(HoldDuration) + sum(ACWDuration) +
sum(isnull(AvailDuration, 0)), 0)