Report Number | Title | Type | Summary | Contents |
5.01 | Business Process Agent Performance Report | Summary | Count of Agents in various states broken out annually, monthly, weekly, daily, hourly, or 10 mins | Login, Backoffice, Busy, On Break, Available, Consult & Conference, Internal, |
5.02 | Business Process Interaction Performance Report | Summary | Provides BP summary results broken out annually, monthly, daily, hourly, and 10 min intervals | Total Ended, Abandoned, Handled, Longest Wait, Callbacks, Avg Wait Time, Avg Handle Time, Avg Answer Time, Overflow, Transferred |
5.03 | Business Process Callback Performance Report | Summary | Summary results for Callbacks broken out annually, monthly, daily, hourly, and 10 min intervals | Callback Requested, Processed, Avg. Handle Time, Max Handle Time, Successful Callbacks, Failed Callbacks, Purged, Rescheduled |
5.04 | Business Process Detailed Alerts | Detail | Identifying queue performance against pre-defined Monitoring alerts (Warning & Alarm) | Shows count of alerts and provides the details of every alert (date/time, alert details, alert level) |
5.05 | Queue Interval Summary Report | Summary | Interval-based results for specific queue metrics | Queued, Answered, Abandoned, Wait Time, Queue Time, ASA, Talk Time, Agents Staffed |
Overview
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