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