Report 7.03 - Contact Center Performance

Detailed report used by the contact center leadership to gauge their success and identify areas of opportunity.


Parameters:

  • Customer Database – source database
  • Time Zone - customer’s time zone by Default
  • Manual Start Date
  • Manual End Date
  • Period – Choices are Custom, Last Hour, Today, Yesterday, Last Week, This Month, Last month, Last Year, Last 7, 14, 21 or 30 Days
  • Display Language
  • Calculated Start Period
  • Calculated End Period
  • Business Process – multi-value parameter
  • Media Type – multi-value parameter
  • SL Goal % - the target Service Level goal for each interval.
  • Report Type – Choices are Cumulative, Hour Interval, or Quarter of an Hour Interval
  • Summary Section – Choices are None or Month to Date
  • Enable Pagination
  • Demands – multi-value parameter
  • Show Empty Rows
  • Report Subtotal
  • Client Name
  • Inbound Campaign Name
  • Product Name
  • Product Type


Fields:

    • Date
    • Interval
    • Calls Queued - The number of calls that entered the queue excluding any non-live call (a caller didn't initiate that interaction) such as Callbacks or Preview Campaign calls.
    • Calls Answered - The number of queued calls that were answered by agent.
    • Answer Rate - The percentage of inbound customer calls that entered the queue and were answered by an agent. ** excludes any calls or chats that meet the Short Abandon threshold **
    • Calls Abandoned - For any calls that entered the queue, the number of inbound customer calls where the caller hung up before reaching any other final destination.
    • Abandonment Rate (%) - The number of abandons / number of queued interaction of that type (Chat and Telephony).  
    • Average Abandon Time - For abandoned calls, the average amount of time a caller waited before hanging up.
    • Calls Overflowed - For any calls that entered the queue, the number of inbound customer calls where the call reached a final destination other than the following: answered by an agent or abandoned by the customer.
    • Voicemails Received - For any calls that entered the queue, the number of callers that left a voicemail instead of speaking with an agent.
    • Calls Answered Within Service Level - The number of inbound customer calls that entered the queue and were answered by an agent within the specified goal (seconds).
    • Service Level - The percentage of inbound interactions that entered the queue and were answered by an agent within the specified goal (seconds). ** excludes any calls or chats that meet the Short Abandon threshold **
    • % of Intervals Meeting Service Level - The percentage of the period intervals that achieved SL Goal parameter value.
    • Average Speed of Answer - For answered calls, the average amount of time a caller waited before an agent answered that includes queue time and ring time.
    • Average Talk Time - For answered calls, the average amount of time that agents were actively speaking with callers.
    • Average Hold Time - the average amount of time a caller was placed on hold by an agent 
    • Average Wrap-Up Time - For answered calls, the average amount of time that agents spent in Wrap Up
    • Average Handle Time (AHT) – The sum of Talk + Hold + Wrap Up / The count of queued calls that were answered.
    • Talk Time % - Total Talk time for all agents during this interval divided by total handling time (Talk + Hold + Wrap Up) for all agents in that time interval.
    • Hold % - Total Hold time for all agents during this interval divided by total handling time (Talk + Hold + Wrap Up) for all agents in that time interval
    • Wrap Up % - Total Wrap Up time for all agents during this interval divided by total handling time (Talk + Hold + Wrap Up) for all agents in that time interval.
    • Callbacks Requested (Queue) – A callback created in a BP flow after the caller was in queue and selected not to continue waiting and opt for a callback
  • Callbacks Requested (Non-Queue) – All other callback requests that are not Callback Requests in queue, can include but not limited to Agent created, web callback, Channel flow, etc
  • Callbacks Completed – the number of Callbacks completed.
  • Calls/Emails/Chats Missed – the number of interactions that were delivered to a Ready agent and not answered.
  • Calls/Emails/Chats Transferred by Agent - The number of interactions that were answered and then transferred (internal or external) by the agent to any other destination.
  • Calls Transferred by Agent % - The number of Calls Transferred by agents divided by the number of Calls Answered - available for Emails and Chats transferred
  • Longest Wait - For any calls that entered the queue, the maximum amount of time that a caller waited prior to reaching their final destination (answered, abandoned, or overflowed).
  • Agent Outbound External Calls - The number of outbound calls placed outside of the organization by agents on behalf of this BP (Outgoing External Interactions)
  • Staffed Agents - the # of agents that were not in an Offline state during the time period
  • Emails Queued - The number of emails that entered the queue during the specified time period. This excludes any "rescheduled"emails.
  • Emails Answered - The number of emails that answered by an agent.
  • Emails Overflowed - For any emails that entered the queue, the number of inbound customer emails where the email reached a final destination other than the following: answered by an agent.
  • Emails Rescheduled - For any emails that entered the queue, the number of emails that were manually scheduled by an agent to be answered at a later time.
  • Backlog - The number of emails that remained in the queue at the end of the customer's day.
  • Average Email / Chat Time - The average amount of time an agent spends on an email response
  • Chats Overflowed - For any chats that entered the queue, the number of inbound customer chats where the chat reached a final destination other than the following: answered by an agent or abandoned by the customer.
  • Average Agent Response (Chat) The average amount of time customers waited after they submitted a message in the chat window until the agent responded.
  • SMS Queued - The number of SMS interactions that entered the queue.
  • SMS Answered - The number of queued SMS interactions that were answered by agent.
  • SMS Overflowed - The number of SMS interactions where the interaction reached a final destination other than the following: answered by an agent or abandoned by the customer.
  • Backlog
  • Avg. SMS Time
  • SMS Time %
  • SMS Missed
  • SMS Transferred by Agent - The number of SMS interactions transferred by an agent.