Report 7.05 - Contact Center Performance Report by Demand

Provides key queue metrics at a Demand Level


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 Processes - multi-value parameter
  • SL Goal % - the target Service Level goal for each interval.
  • Summary Section - Choices are None or Month to Date
  • Demands - multi-value parameter
  • Media Channel - multi-value parameter
  • Report Type - Choices are Cumulative, Hour Interval, or Quarter of an Hour Interval
  • Enable Pagination
  • Show Empty Rows


Fields:

    • Business Process Name
    • 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