Overview

This definition provides the following information to the report user:

  • What templates are provided by default that use this dataset

  • What fields are included in the dataset and how the field value is calculated, where applicable.

Where to find this feature

  1. Open the Workspace.

  2. Select the Live Reports tab.

  3. Hover over Administration.

  4. Select Reports.

  5. Select the Create tab.

  6. Open the Data Set drop-down selection list.

 


The report templates that are based on this dataset include:

Template name

Description

All Queue Wallboard

This wallboard report displays live data relating to the DNIS, Workflow, Queue, and Agent interactions for Inbound Voice campaigns.

DNIS Activity by DNIS

This summary report displays data relating to each DNIS.

Activities Inbound Ungrouped

This detailed report displays data about each inbound campaign activity.

Activities Outbound Ungrouped

This detailed report displays data about each outbound campaign activity.

Billing: Calls Ungrouped

This detailed report displays data relating to outbound call activities.

Billing: Calls by Campaign, Date, IDD

This summary report displays data grouped by campaign, date, and location called.

Billing: Calls by Date, IDD

This summary report displays data grouped by date, and location called.

Fields

The fields included in the dataset are:

Field

Description

% Abandon rate in queue

The percentage of inbound (non-transferred) calls that were abandoned in the queue.
=(Inbound calls abandoned in queue/all inbound calls in queue)*100

% answered in >60 secs

The percentage of inbound calls in the queue that were answered by an agent after 60s.
=(inbound calls answered in over 60 secs/all inbound calls answered)*100

% Answered in 10 secs

The percentage of inbound calls in the queue that were answered by an agent in less than 10s.
=(inbound calls answered in 10 secs/all inbound calls answered)*100

% Answered in 20 secs

The percentage of inbound calls in the queue that were answered by an agent in less than 20s.
=(inbound calls answered in 20 secs/all inbound calls answered)*100 (excluding transfers)

% Answered in 20 secs (All)

The percentage of inbound calls in the queue that were answered by an agent in less than 20s.
=(inbound calls answered in 20 secs/all inbound calls answered)*100 (including transfers)

% Answered in 30 secs

The percentage of inbound calls in the queue that were answered by an agent inside 30s.
=(inbound calls answered in 30 secs/all inbound calls answered)*100

% Answered in 40 secs

The percentage of inbound calls in the queue that were answered by an agent inside 40s.
=(inbound calls answered in 40 secs/all inbound calls answered)*100

% Answered in 50 secs

The percentage of inbound calls in the queue that were answered by an agent inside 50s.
=(inbound calls answered in 50 secs/all inbound calls answered)*100

% Answered in 60 secs

The percentage of inbound calls in the queue that were answered by an agent inside 60s.
=(inbound calls answered in 60 secs/all inbound calls answered)*100

Abandoned in IVR

The number of inbound calls (non-transferred) abandoned while in the workflow.

Abandoned in Queue

The number of inbound calls (non-transferred) that were abandoned in the campaign queue.

Abandoned in queue after 20 secs

The number of inbound calls in the queue that were abandoned after 20s.

Activity Day of Week

The Activity Start DT formatted as a day of the week. (Sun, Mon, Tue…)

Activity End DT

The time stamp written to the database at the end of the action in the format set by the Administration Team.

Activity ID

The unique identifying number for the activity

Activity Start Date

The Activity Start DT formatted as set by the Administration Team.

Activity Start DT

The timestamp written to the database when the activity commenced

Activity Status

The final status of the activity recorded as a Status ID. The options are: in queue (1). answered (3), voicemail (4), abandoned (5), diverted (8), auto callback (12), cancelled (13), in workflow (14).

Agent

The name of the Agent. If the call was terminated before it was answered then no agent name is available.

Answered DT

The timestamp written to the database when the call was answered in the format set by the Administration Team.

Average Abandon time in IVR

The calculated average time that calls spend in the workflow before they are abandoned.

Average Abandon Time in Queue

The calculated average time that calls spend in the queue before they are abandoned.

Average Abandon Total Time

The calculated average time that calls spend before they are abandoned.

Average Handling Time (AHT)

The calculated average time for each call based on the addition of talk, wrap, preview, dial, and hold times divided by the number of agent interactions

=sec_to_time_long(ifnull(ah.call_time_in_sec / if(COUNT(DISTINCT ai.agent_interaction_id), COUNT(DISTINCT ai.agent_interaction_id), 1), 0))

Average speed to answer

The calculated average time that inbound calls (non-transferred) spend in the queue before they are answered.

Average Speed to Answer (All)

The calculated average time that inbound calls spend in the queue before they are answered (including those that have been transferred into the queue)

Average Time in Queue

The calculated average time that calls spend in the queue.

Call Direction

Options are In, Out, and Unknown.

Call Time

The duration of the call from the time it was answered to the time it was terminated. This is the sum of talk, wrap, preview, dial, manual preview, and hold times.

Call Type

The call type options are: Agent Call, Call, Diverted call, Diverted Queue Call, Extension, Manual call, Outbound, Email, and Web Message.

Calls Abandoned Total

(Calls Abandoned in IVR + Calls Abandoned in Queue) (excluding transfers)

Calls Abandoned Total (All)

(Calls Abandoned in IVR + Calls Abandoned in Queue) (including transfers)

Calls Answered(OUT)

The number of outbound calls with a dial status of answered

Calls Answered (IN)

The number of inbound calls (non-transferred) answered by an agent in the campaign.

Calls Answered (All)

The number of inbound calls answered by an agent in the campaign (including calls transferred).

Calls Auto Callback

The number of inbound calls (non-transferred) resulting in an auto callback request.In the workflow, the caller might have opted to request a callback and terminate the call.

Calls Cancelled (IN)

The number of inbound calls (non-transferred) that were cancelled by the agent after they were offered.(i.e. Activity status = 13)

Calls Cancelled (OUT)

The number of outbound calls with a dial status of cancelled

Calls Diverted

The number of inbound calls (non-transferred that were diverted during the workflow. In the workflow, the caller might be offered the choice to have the call diverted to another destination number.

Calls In Queue

The number of inbound calls currently in the campaign queue

Calls in Queue (All)

The number of inbound calls currently in the campaign queue (including those that are being transferred)

Calls Offered

This term refers to the effort callers make to get through to the contact centre. These calls can be either: answered by an agent or abandoned by the caller. Calls Offered = Calls Answered + Calls Abandoned in Workflow + Calls Abandoned in Queue.

Campaign

The name of the Campaign with which the activity is associated.If the call was terminated before joining a queue then no campaign name is available.

CLI

The Caller Line Identification number associated with the activity. This is the source number presented from the calling party to the called party.

Completes

The number of calls assigned a Complete enabled wrap code.

Complete%

The percentage of wrapped calls that are marked as complete.
=CONCAT(ROUND(ifnull(SUM(csc.is_complete)*100/COUNT(ai.agent_wrap_code > 0),0), 2), "%") 

Completes/hour

This is calculated as the number of Completes divided by the total duration, in hours, of all calls during the reporting period

Contacts

The number of calls assigned a Contact enabled wrap code.

Contact%

The percentage of wrapped calls that are marked as contacts
= CONCAT(ROUND(ifnull(SUM(csc.is_contact)*100/COUNT(ai.agent_wrap_code > 0),0), 2), "%")

Contacts/hour

This is calculated as the number of Contacts divided by the total duration, in hours, of all calls during the reporting period

Dial Time

The total duration of the dial activity for all outbound calls during the reporting period

DNIS/Dialled Number

Dialled Number Identification Service (IN) or The number that was dialled (OUT)

Duplicate caller ID

The number of inbound calls from duplicate CLIs, e.g. of 100 inbound calls, 10 were from one number and 5 were from another number so 15 calls are duplicates.

Email Time (Inbound)

The duration from when the agent opens an incoming email to when the email is closed and the interaction is wrapped.

Email Time (Outbound)

The duration between when the agent opens an email template and when they press Send.

Extension

The number of calls transferred to an agent extension.

Hold Time

The total duration of the on hold status for all calls during the reporting period

IDD Code

This displays the IDD component of the number dialled. For example a call to a number in Victoria/Australia has an IDD component of 613.

IDD Description

This is a text description of the IDD Code (e.g. 613 = Victoria/Australia)

Inbound

The total number of inbound calls (non-transferred) received within the reporting period

Inbound (All)

The total number of inbound calls (including transferred) received within the reporting period

Interaction ID

The unique identifying number for an agent-customer interaction

Lead ID

The unique identifying number for a lead. This is assigned by the contact centre when the lead is imported

Longest Waiting Time (LWT) in Queue

The longest waiting time of the calls currently in the queue (excluding calls that have been transferred into the queue)

Longest Waiting Time (LWT) Call

The longest waiting time of the answered or abandoned calls
= sec_to_time_long(ifnull(MAX( a.sec_in_queue ),0))

LWT in Queue (All)

The longest waiting time of the calls currently in the queue (including calls that have been transferred into the queue)

Manual

The number of outbound calls made manually by an agent

Manual Preview Time

The total duration of the manual preview status for all calls during the reporting period

No Caller ID

The number of calls to the DNIS that have a source recorded as Unknown, Anonymous, or Asterisk

Outbound

The number of outbound calls that were made within the reporting period.

Outcome of call

The outcome of the call. This is the wrap code selected by the agent to summarise the interaction from the list of codes made available for the campaign.

Preview Time

The total duration of the manual preview status for all calls during the reporting period

Quality Assurance

The number of calls flagged for a quality assurance audit based on their assigned wrap codes.These audits are used to score agent performance against pre-set call quality criteria.

Queue Entry DT

The timestamp written to the database when the call entered the queue in the format set by your system administrator..

Sales

The number of calls assigned a Sale enabled wrap code.

Sales%

The percentage of wrapped calls that are marked as sales.
= CONCAT(ROUND(ifnull(SUM(csc.is_sale)*100/COUNT(ai.agent_wrap_code > 0),0), 2), "%")

Sales/hour

This is calculated as the number of Sales divided by the total duration, in hours, of all calls during the reporting period

Service Level

The percentage of calls answered that met an agreed Service Level. This is calculated by (all calls answered within the defined Service Level Period (SLP) plus all calls abandoned within the Short Call Duration (SCD) divided by all Calls Offered)*100.SLP and SCD are inbound campaign configuration settings (excluding transfers)

Service Level (All)

The percentage of calls answered that met an agreed Service Level. This is calculated by (all calls answered within the defined Service Level Period (SLP) plus all calls abandoned within the Short Call Duration (SCD) divided by all Calls Offered)*100.SLP and SCD are inbound campaign configuration settings (including transfers)

Source Type

The options are: External or Transferred

Talk Time

The total duration of the talk status for all calls during the reporting period

Time in IVR

The duration in the workflow for all calls during the reporting period

Time in queue

The total time in queue for all calls during the reporting period

Total answered in <10 secs

The number of inbound calls in the queue that were answered by an agent in less than 10s.

Total answered in <20 secs

The number of calls answered in less than 20 seconds excluding transfers

Total answered (in 20 secs) (All)

The number of calls answered in less than 20 seconds including transfers

Total answered in <30 secs

The number of inbound calls in the queue that were answered by an agent inside 30s.

Total answered in <40 secs

The number of inbound calls in the queue that were answered by an agent inside 40s.

Total answered in <50 secs

The number of inbound calls in the queue that were answered by an agent inside 50s.

Total answered in <60 secs

The number of inbound calls in the queue that were answered by an agent inside 60s.

Total answered in >60 secs

The number of inbound calls in the queue that were answered by an agent after 60s.

Transferred Inbound

The number of inbound calls transferred to another agent

Transferred Outbound

The number of outbound calls transferred to another agent

Voicemail

The number of inbound calls resulting in a voicemail message

Wrap Time

The total duration of the wrap status for all calls during the reporting period