Fieldname Description Datafield / Formula Format

Transcription

1 Report Definition "140 CallType Daily" Definition: Contact Center Inbound key data (ACD & MR) on a historical interval basis per call type and day Note: This report does not take any system time offset (normally UTC) by the CUIC user timezone into consideration! Main data source: Call_Type_Interval CallTypeID ID of call type (corresponds to the ID of the Call Center CallTypeID Service) CallTypeName Name of call type (corresponds to the name of the Call CallTypeName Center Service) Date Date of the daily sum Date DoW Weekday of the daily sum (1 Mon - 7 Sun) DoW Offered Number of assignments of Contact Center tasks to this call Offered type (multiple assignment for the same call possible [flow counter]) Out Number of Contact Center tasks which were then assigned Out to a different call type Total number of completed Contact Center tasks (sum of Answered + Abandoned + ShortCalls + Forwarded + Terminated + Lost + Fault) Answered Number of Contact Center tasks answered by agents Answered PerAnswered Percentage of Contact Center tasks answered by agents Answered / AnsweredPrimaryQ Number of Contact Center tasks from the mapped AnsweredPrimaryQ PerAnsweredPrimaryQ Percentage of Contact Center tasks from the mapped AnsweredPrimaryQ / Abandoned Number of Call Center calls which were ended by callers Abandoned after the Short Call threshold (default 5 seconds) PerAbandoned Percentage of Call Center calls which were ended by callers Abandoned / after the Short Call threshold (default 5 seconds) ShortCalls Number of Call Center calls which were ended by callers ShortCalls before the Short Call threshold (default 5 seconds) PerShortCalls Percentage of Call Center calls which were ended by callers ShortCalls / before the Short Call threshold (default 5 seconds) Forwarded Number of Call Center calls which were forwarded to a Forwarded different destination, e.g. external telephone number, voic , etc. (based on VRUProg3 and 4) PerForwarded Percentage of Call Center calls which were forwarded to a Forwarded / different destination, e.g. external telephone number, voic , etc. (based on VRUProg3 and 4) Other PerOther Terminated Number of Contact Center tasks which were deliberately terminated in the script by the system, were assigned to agents without any acknowledgment of their arrival, however, or which the system was unable to assign and logged a fault Percentage of Contact Center tasks which were deliberately terminated in the script by the system, were assigned to agents without any acknowledgment of their arrival, however, or which the system was unable to assign and logged a fault Number of Contact Center tasks which were deliberately terminated in the script by the system (e.g. after announcements or in the event of a fault) Terminated + Lost + Fault (Terminated + Lost + Fault) / Terminated Bucher + Suter AG Page 1 / 5

2 Lost Number of Contact Center tasks which were assigned to Lost agents, without any acknowledgment of their arrival, however (e.g. if telephone sets are redirected) Fault Number of Contact Center tasks which the system was Fault unable to assign and logged a fault SLThreshold Service Level threshold in seconds SLThreshold SLAnsBefore SLAnsAfter SLAbanBefore SLAbanAfter ServiceLevel ServiceLevelNegImp ServiceLevelPosImp Availability Extended Availability ReducedAvailability PrimaryQueueAvailability PrimaryQueueRate TotWaitTime AvgTotWaitTime AnsWaitTime Total number of Contact Center tasks which are used to calculate the Service Level. Includes completed tasks in the CallType without Short Calls, including classical RONA (not Requery), regardless of the service level threshold Number of Contact Center tasks which were answered within the Service Level threshold Number of Contact Center tasks which were answered after the Service Level threshold Number of Call Center calls which were ended by callers after the Short Call threshold (default 5 seconds) and within the Service Level threshold Number of Call Center calls which were ended by callers after the Service Level threshold answered within the Service Level threshold. Contacts which are terminated ("hung up") before the target time are ignored. answered within the Service Level threshold. Contacts which are terminated ("hung up") before the target time have a negative impact to the Service Level. answered or ended by callers within the Service Level threshold. answered. Forwarded tasks, system errors and tasks which were terminated ("hung up") before the target time are ignored. answered or forwarded. System errors and tasks which were terminated ("hung up") before the target time are ignored. answered. Forwarded tasks and system errors are ignored. Number of Contact Center tasks which were answered from the mapped PrimaryQueues in percent. System errors and tasks which were terminated ("hung up") before the target time are ignored. Percentage of Contact Center calls which were answered from the mapped PrimaryQueues Waiting time in seconds until Contact Center tasks were answered or Call Center calls were ended by callers Average waiting time in seconds until Contact Center tasks were answered or Call Center calls were ended by callers Waiting time in seconds until Contact Center tasks were answered SLAnsBefore SLAnsAfter SLAbanBefore SLAbanAfter SLAnsBefore / ( - SLAnsBefore / (SLAnsBefore + / Answered / Forwarded) / Forwarded + Answered / Abandoned) AnsweredPrimaryQ / SLAbanBefore + Forwarded) AnsweredPrimaryQ / Answered TotWaitTime TotWaitTime / Abandoned) AnsWaitTime Bucher + Suter AG Page 2 / 5

3 AvgAnsWaitTime Average waiting time in seconds until Contact Center tasks AnsWaitTime / were answered Answered AbanWaitTime Waiting time in seconds until Call Center calls were ended AbanWaitTime by callers AvgAbanWaitTime Average waiting time in seconds until Call Center calls were AbanWaitTime / ended by callers Abandoned MaxWaitTime Longest waiting time in seconds for this interval until a MaxWaitTime Contact Center task was answered or Call Center call was ended by the caller MaxQueued Maximum number of Contact Center tasks which were MaxQueued concurrently in the queue in this interval RONA Number of Contact Center tasks which were assigned to the RONA agent, but not answered within a reasonable time (RONA timeout) (contains RONA and Requery) Hold Number of Contact Center tasks which were placed on hold Hold at least once NonHold Number of Contact Center tasks which were never placed NonHold on hold NonHoldRate Percentage of Contact Center tasks which were never NonHold / placed on hold AvgHoldDuration Average time in seconds for held Contact Center tasks HoldTime / Hold Transferred SFinishRate PrimaryQ Q QAbandoned PerQueued PrimaryQ Avg AvgPrimaryQ TalkTime AvgTalkTime PerTalkTime HoldTime Number of Contact Center tasks which were answered by agents and subsequently forwarded Percentage of the answered Contact Center tasks which were not forwarded (self handled) Number of Contact Center tasks answered by agents (incremented upon completion of wrap-up) Number of Contact Center tasks from the mapped Number of answered Contact Center tasks which were assigned to agents from the queue Number of Call Center calls which were ended in the queue by callers Percentage of Contact Center tasks which had to wait in the queue Total handling time of Contact Center tasks in seconds from answering to end of wrap-up (sum of talk, hold and wrapup time) Total handling time of Contact Center tasks from the mapped PrimaryQueues in seconds from answering to end of wrap-up Average handling time of Contact Center tasks in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) Average handling time of Contact Center tasks from the mapped PrimaryQueues in seconds from answering to end of wrap-up Time in seconds which Contact Center tasks are active (call duration without hold time) Average time in seconds which Contact Center tasks are active (call duration without hold time) Percentage of which Contact Center tasks are active (call duration without hold time) Time in seconds which Contact Center tasks are on hold (e.g. for queries) Transferred ( - Transferred) / PrimaryQ Q QAbandoned (Q + QAbandoned) / ( + QAbandoned) PrimaryQ / PrimaryQ / PrimaryQ TalkTime TalkTime / TalkTime / HoldTime Bucher + Suter AG Page 3 / 5

4 AvgHoldTime Average time in seconds which Contact Center tasks are on hold (e.g. for queries) HoldTime / PerHoldTime Percentage of which Contact Center tasks are on hold (e.g. HoldTime / for queries) WrapupTime Time in seconds which Contact Center tasks are in the WrapupTime wrap-up stage (after active Contact Center tasks until agents are available again) AvgWrapupTime Average time in seconds which Contact Center tasks are in WrapupTime / the wrap-up stage (after active Contact Center tasks until agents are available again) PerWrapupTime Percentage of which Contact Center tasks are in the wrapup WrapupTime / stage (after active Contact Center tasks until agents are available again) VRUProg1 Customer-specific measurement with VRUProgress- VRUProg1 Variable1 VRUProg2 Customer-specific measurement with VRUProgress- VRUProg2 Variable2 VRUProg3 Customer-specific measurement with VRUProgress- VRUProg3 Variable3 VRUProg4 Customer-specific measurement with VRUProgress- VRUProg4 Variable4 VRUProg5 Customer-specific measurement with VRUProgress- VRUProg5 Variable5 VRUProg6 Customer-specific measurement with VRUProgress- VRUProg6 Variable6 VRUProg7 Customer-specific measurement with VRUProgress- VRUProg7 Variable7 VRUProgTot Total of customer-specific measurements with VRUProgTot VRUProgress-Variables 1-7 IntID ID of the interval profile which contains intervals 1 to 9 IntID (bucket intervals) Int1 Upper threshold for interval 1 in seconds Int1 AnsInt1 Number of Contact Center tasks answered within interval 1 AnsInt1 AbanInt1 Number of Call Center calls ended by callers within interval AbanInt1 1 Int2 Upper threshold for interval 2 in seconds Int2 AnsInt2 Number of Contact Center tasks answered within interval 2 AnsInt2 AbanInt2 Number of Call Center calls ended by callers within interval AbanInt2 2 Int3 Upper threshold for interval 3 in seconds Int3 AnsInt3 Number of Contact Center tasks answered within interval 3 AnsInt3 AbanInt3 Number of Call Center calls ended by callers within interval AbanInt3 3 Int4 Upper threshold for interval 4 in seconds Int4 AnsInt4 Number of Contact Center tasks answered within interval 4 AnsInt4 AbanInt4 Number of Call Center calls ended by callers within interval AbanInt4 4 Int5 Upper threshold for interval 5 in seconds Int5 AnsInt5 Number of Contact Center tasks answered within interval 5 AnsInt5 AbanInt5 Number of Call Center calls ended by callers within interval AbanInt5 5 Int6 Upper threshold for interval 6 in seconds Int6 AnsInt6 Number of Contact Center tasks answered within interval 6 AnsInt Bucher + Suter AG Page 4 / 5

5 AbanInt6 Number of Call Center calls ended by callers within interval AbanInt6 6 Int7 Upper threshold for interval 7 in seconds Int7 AnsInt7 Number of Contact Center tasks answered within interval 7 AnsInt7 AbanInt7 Number of Call Center calls ended by callers within interval AbanInt7 7 Int8 Upper threshold for interval 8 in seconds Int8 AnsInt8 Number of Contact Center tasks answered within interval 8 AnsInt8 AbanInt8 Number of Call Center calls ended by callers within interval AbanInt8 8 Int9 Upper threshold for interval 9 in seconds Int9 AnsInt9 Number of Contact Center tasks answered within interval 9 AnsInt9 AbanInt9 Number of Call Center calls ended by callers within interval AbanInt9 9 AnsInt10, AnsIntX Number of Contact Center tasks answered over interval 9 AnsInt10, AnsIntX AbanInt10, AbanIntX Number of Call Center calls ended by callers over interval 9 AbanInt10, AbanIntX MRFirstIn MRRerouteRestart MRRerouteTimeout MRRerouteReject MRRerouteOther Number of media routing tasks which have entered the system for the first time (corresponds to VRUProg1 + VRUProg6) queue again after a system restart (corresponds to VRUProg2) queue again on the basis of system limits such as maximum waiting time (corresponds to VRUProg4) Number of media routing tasks which were declined by agents or placed in the queue again due to RONA (corresponds to VRUProg5) queue again for different reasons (corresponds to VRUProg7) MRFirstIn MRRerouteRestart MRRerouteTimeout MRRerouteReject MRRerouteOther Bucher + Suter AG Page 5 / 5