Report 4.11 - Interactions Analysis

Interval report broken out annually, monthly, day of week, or hourly and provides Inbound & Outbound counts of each Interactions, Calls,  Emails, Chats, Callback Requests/Handled, VMs.

Parameters:

  • Customer Database – source database
  • Manual Start Date
  • Manual End Date
  • Period - Choices are Custom, Last Hour, Today, Yesterday, Last Week, This Month, Last month, Last Year, This Year, Last 7, 14, 21 or 30 Days
  • Calculated Start Period
  • Business Process – multi-value parameter
  • Period Buckets Displayed – defines how to show groups (horizontally/vertically)
  • Demands
  • Time Zone - customer’s time zone by Default
  • Display Language
  • Calculated End Period
  • Period Buckets – period group value (hour of day/day of week/weekly/monthly/yearly)
  • Agents – multi-value parameter


Fields:

  • Period
  • Total Interactions – count of all interactions
  • Total Inbound Interactions – count of inbound interactions
  • Incoming Calls – count of incoming calls
  • Incoming Emails – count of incoming emails
  • Callback Requests – count of callbacks requested
  • Incoming voicemails – count of incoming voicemails
  • Total Outgoing Interactions – count of outgoing interactions
  • Outgoing External Calls – count of external calls
  • Outgoing Emails – count of outgoing emails
  • Campaign Calls – count of campaign calls (interaction type = Campaign Telephony)
  • Callbacks Handled – count of handled callbacks