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.
Templates
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. |
Available 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. Related field for Transfer calls, see Parent Activity ID |
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 with an ID in brackets for the purpose of an API or Triggers reference.
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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 Workspace Administrator.. |
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
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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:
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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:
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Calls Abandoned Total | The count of total abandoned calls excluding transfers.
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Calls Abandoned Total (All) | The count of total abandoned calls including transfers.
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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) |
Call Max Handle Time | The maximum calculated time it takes for a call to be handled by an agent |
Call Min Handle Time | The minimum calculated time it takes for a call to be handled by an agent |
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.
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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. |
Chat Avg Wait Time | The calculated average amount of time a chat spends waiting in a queue before being attended to |
Chat Max Handle Time | The maximum calculated time it takes for a chat to be handled by an agent |
Chat Min Handle Time | The minimum calculated time it takes for a chat to be handled by an agent |
Chat Avg Handle Time | The calculated average amount of time it takes for chat to be handled by an agent |
Chat Max Wait | The maximum calculated time a chat has spent in queue |
Chat Min Wait | The minimum calculated time a chat has spent in queue |
Chats Transferred | The number of chat interactions transferred |
Chats Transferred % | The number of chat interactions transferred / total chat interactions in the reporting period |
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 |
Complete Phone Number | The count of calls where an Individual Phone Number is assigned a Complete Phone Number enabled wrap code. |
Complete Phone Number % | The percentage of calls where an Individual Phone Number is assigned a Complete Phone Number enabled wrap code. |
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) |
Email Avg Wait Time | The calculated average amount of time an email spends waiting in a queue before being attended to |
Email Max Handle Time | The maximum calculated time it takes for an email to be handled by an agent |
Email Min Handle Time | The minimum calculated time it takes for an email to be handled by an agent |
Email Avg Handle Time | The calculated average amount of time it takes for an email to be handled by an agent |
Email Max Wait | The maximum calculated time an email has spent in queue |
Email Min Wait | The minimum calculated time an email has spent in queue |
Email Wrapped With Reply | The count of emails with a reply by an Agent. This is displayed in the following Activity report groupings:
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Email Wrapped With Reply % | The percentage of emails with a reply by an Agent. This is displayed in the following Activity report groupings:
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Email Wrapped Without Reply | The count of emails without a reply by an Agent. This is displayed in the following Activity report groupings:
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Email Wrapped Without Reply % | The percentage of emails without a reply by an Agent. This is displayed in the following Activity report groupings:
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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 |
MPIQ Calls in queue % | The percentage of MPIQ_Callback (Call Type) for the returned activity records |
MPIQ Calls in queue (Count) | The count of MPIQ_Callback (Call Type) for the returned activity records |
MPIQ Failed Attempts | The average number of attempts required to reconnect a queued caller using the MPIQ service. |
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. |
Parent Activity ID | If the record is related to a Transferred call, the unique identifying number for the original activity/call is displayed |
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. |
Recipient Email Address | The email address that received the email or the destination email address Multiple email addresses will show as empty in the report. |
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 |
Sender Email Address | The email address used to send the email message. Multiple email addresses will show as empty in the report. |
Service Level | The percentage of calls answered that met an agreed Service Level.
SLP and SCD are inbound campaign configuration settings (excluding transfers) |
Service Level (All) | The percentage of calls answered that met an agreed Service Level.
SLP and SCD are inbound campaign configuration settings (including transfers) |
SBD Match Rate ( % ) | The percentage of calls where the Skills Based Dialling score is matched |
SBD Match Count | The total count of calls where the Skills Based Dialling score is matched |
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. |
Total Time | This field has been depreciated |
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 |
