Report 8.01 - Calls Performance by BP and Destinations

Provides BP summary of call interactions only with results broken out annually, monthly, daily, hourly, and 15 min intervals


Parameters:

  • Customer Database – source database
  • Time Zone - customer’s time zone by Default
  • Manual Start Date and Time
  • Manual End Date and Time
  • Period
  • Display Language
  • Calculated Start Period
  • Calculated End Period
  • Business Process – multi-value parameter
  • Call Type
  • Group By Destination
  • Filter Destination
  • Time Slice


Fields:

  • Calls Inbound – Total inbound calls that entered the BP
  • 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 dialer 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
  • 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
  • Average Abandon Time - For abandoned calls, the average amount of time a caller waited before hanging up
  • 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)
  • Max Queued – Max queued calls for this time slice
  • Speed of Answer - For answered calls, the average amount of time a caller waited before an agent answered that
  • Average Talk Time - For answered calls, the average amount of time that agents were actively speaking with callers
  • Average Wrap-Up Time - or answered calls, the average amount of time that agents spent in Wrap Up
  • Callbacks Requested - For any calls that entered the queue, the number of callers that opted-in to a callback instead of waiting for an agent
  • 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
  • Transferred Out External – Total calls that were transferred out to an external number
  • Transferred Out Internal – Total calls that were transferred to an internal entity (agent, BP or Channel)
  • Calls Disconnected by System - The number of calls that were terminated by an activity in the call flow
  • Calls Hung up by Caller - The number of callers that hung up before reaching any final destination
  • Staffed Agents - the # of agents that were not in an Offline state during the time period