Report 5.02 - Business Process Interaction Performance

Provides BP summary results broken out annually, monthly, daily, hourly, and 10 min intervals and shows Total Ended, Abandoned, Handled, Longest Wait, Callbacks, Avg Wait Time, Avg Handle Time, Avg Answer Time, Overflow, Transferred details.


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, This Year, Last 7, 14, 21 or 30 Days
  • Display Language
  • Calculated Start Period
  • Calculated End Period
  • Business Process – multi-value parameter
  • Interaction Type(s) – multi-value parameter
  • Main Table Accumulated By – group field for the main section
  • Sub-table Accumulated By – group field for the subsection
  • Enable Pagination
  • Demands
  • Media Type
  • Group By


Fields:

  • Business Process
  • Interaction Type
  • Main Time Slice – date
  • Sub Time Slice – Time
  • Total Ended – total number of interactions arrived at the BP
  • Total Abandoned – total number of interactions abandoned by customers
  • % Abandoned – percent of abandoned interactions from the total ended
  • Handled by agent – total number of interactions that were accepted/answered and handled by BP agents
  • % Handled by Agent – percent of the handled interactions from the total ended
  • Max Waiting Interactions – max number of simultaneous interactions that were waiting in queue for an available agent
  • Min Waiting Interactions – minimum number of simultaneous interactions that were waiting in queue for an available agent
  • Longest Waiting Time – longest waiting time of interaction in agents’ queue until it was answered by the agent or abandoned by the customer
  • Total Handled in the BP – total number of interactions that were handled in the BP flow prior to arrival to the BP agents (transferred out – voicemail, callback requests, disconnected by customers prior to arrival to agents queue, etc)
  • % Interactions Handled in BP – percent of interactions handled in BP flow from the total ended
  • Total Callbacks – total number of callback interactions arrived at the BP
  • Average Waiting Time – average customer waiting time in queue for an available agent a
  • Total Agent Handling Time – total duration of all customers’ interactions with BP agents
  • Average Agent Handling Time – average duration of customer interaction with BP agent
  • Average Answer Time – average time of customer waiting time in queue until it was answered by an agent
  • Total Overflow – total number of waiting interactions that reached longest waiting time threshold
  • Total Transferred Out External – total number of interactions that were transferred out by the BP flow or by BP agents to some external number (transfer to voicemail or branch office)
  • Total Transferred Out Internal – total number of interactions that were transferred out by BP flow or by BP agents to some internal contact center entity (transfer to another BP, agent, callback generation etc)