Activities Dataset
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
Open the Workspace.
Select the Live Reports tab.
Hover over Administration.
Select Reports.
Select the Create tab.
Open the Data Set drop-down selection list.
The report templates that are based on this dataset include:
Template name | Description |
|---|---|
This wallboard report displays live data relating to the DNIS, Workflow, Queue, and Agent interactions for Inbound Voice campaigns. | |
This summary report displays data relating to each DNIS. | |
This detailed report displays data about each inbound campaign activity. | |
This detailed report displays data about each outbound campaign activity. | |
This detailed report displays data relating to outbound call activities. | |
This summary report displays data grouped by campaign, date, and location called. | |
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. |
% answered in >60 secs | The percentage of inbound calls in the queue that were answered by an agent after 60s. |
% Answered in 10 secs | The percentage of inbound calls in the queue that were answered by an agent in less than 10s. |
% Answered in 20 secs | The percentage of inbound calls in the queue that were answered by an agent in less than 20s. |
% Answered in 20 secs (All) | The percentage of inbound calls in the queue that were answered by an agent in less than 20s. |
% Answered in 30 secs | The percentage of inbound calls in the queue that were answered by an agent inside 30s. |
% Answered in 40 secs | The percentage of inbound calls in the queue that were answered by an agent inside 40s. |
% Answered in 50 secs | The percentage of inbound calls in the queue that were answered by an agent inside 50s. |
% Answered in 60 secs | The percentage of inbound calls in the queue that were answered by an agent inside 60s. |
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. |
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 |
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 |
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. |
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 |