Report 5.04 - Business Process Detailed Alerts

Interval-based results for specific queue metrics and shows Queued, Answered, Abandoned, Wait Time, Queue Time, ASA, Talk Time, Agents Staffed details.


Parameters:

  • Customer Database
  • Manual Start Date/Time
  • Manual End Date/Time
  • Period
  • Calculated Start Period
  • Business Processes
  • Enable Pagination
  • Show Tables
  • Abandoned Time Threshold
  • Demands
  • Inbound Campaign Name
  • Product Type
  • Time Zone
  • Display Language
  • Calculated End Period
  • Disposition Code
  • Show Empty Rows
  • Queue Time Range – 1st Threshold
  • Queue Time Range – 2nd Threshold
  • Client Name
  • Product Name


Fields:

  • Time Slice
  • Sub Time Slice
  • Calls Queued - calls that entered the queue
  • Calls Answered - calls that entered the queue and were subsequently answered by an agent
  • Calls Abandoned 0 - X sec - the # of queued calls that abandoned during the Abandoned Time Threshold
  • Calls Abandoned > X sec - the # of queued calls that abandoned after waiting > Abandoned Time Threshold
  • % Total Abandoned Calls - # queued calls that eventually abandoned divided by the # queued calls
  • % Abandoned > X sec - the % of queued calls that abandoned during the Abandoned Time Threshold
  • Total Waiting Time - for all queued calls, this is the cumulative queue time plus offered time.
  • Average Wait Time - the Total Wait Time divided by the # of calls included in that calculation
  • Total Queue Time (sec) - for all queued calls, this is the sum of time spent in the queue (excluding ring time / offer time)
  • Queue Time 0 – X sec - the # of queued calls where queue time plus ring & offer time is < Queue Time Range Threshold 1
  • Queue Time X - Y sec - the # of queued calls where queue time plus ring & offer time is between Queue Time Range Threshold 1 and Queue Time Range Threshold 2
  • Queue Time > Y sec - the # of queued calls where queue time plus ring & offer time is > Queue Time Range Threshold 2
  • Average Speed of Answer - for all queued calls that were answered (and NOT placed on hold by an agent within the first 60 seconds of the call) this is the sum of their queue time plus ring & offer time
  • Maximum Speed of Answer - for all queued calls, this is the longest amount of time an interaction waited in the queue
  • Total Talk Time (sec) - for all queued calls that were answered, this is the sum of talk time and hold time
  • Average Talk Time (sec) - for all queued calls that were answered, this is the (sum of talk time and hold time) divided by the # of queued calls that were answered
  • Agent Calls Transferred - The number of interactions that were answered and then transferred (internal or external) by the agent to any other destination.
  • Agent Staffed - the # of agents that were not in an Offline state during the time period
  • Agents Available - the # of agents that had at least 1 second of Ready time during the time period