Overview
This definition provides the following information to the report user:
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What templates are provided by default that use this dataset
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What fields are included in the dataset and how the field value is calculated, where applicable.
Where to find this feature
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Open the Workspace.
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Select the Live Reports tab.
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Hover over Administration.
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Select Reports.
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Select the Create tab.
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Open the Data Set drop-down selection list.
The report templates that are based on this dataset include:
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Report Name |
Report Description |
|---|---|
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Agents Ungrouped |
This report provides data on agent-contact interactions. |
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Agent By Date, Agent |
This report provides summarised data on agent-contact interactions grouped by date and then by agent |
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Agent By Agent |
This report provides data on an active agent’s activities grouped by agent. |
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Wrap Code by Agent |
This report provides summarised data on the different ways an interaction is summarized grouped by agent |
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Wrap Code by Campaign |
This report provides summarised data on the different ways an interaction is summarized grouped by campaign |
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Campaign Data Ungrouped |
This is a detailed report showing each agent interaction on one row. |
Agents will only show in Agent dataset reports when they have made a Call, Chat or Email Activity. This will allow ipSCAPE to start tracking and calculating results for the Live reports.
1. Database Fields
The fields included in this dataset are:
|
Field |
Description |
|---|---|
|
Active Agents No |
The number of agents logged in to the toolbar |
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Activity ID |
The unique identifying number for the activity |
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Agent |
The name of the agent involved in the interaction |
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Agent ID |
The unique identifying number for the agent |
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Call Direction |
Where applicable, the call direction. Options are In, Out, and Unknown. |
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Call Time |
The duration of the call from the time it was answered to the time it was terminated.
|
|
Call Type |
The call type options are: Agent Call, Call, Diverted call, Diverted Queue Call, Extension, Manual call, Outbound, Email, and Web Message. |
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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. |
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Campaign ID |
The unique identifying number for the campaign |
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Chats Handled |
Count of total Chat Interactions handled |
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Chat Time |
The duration of a chat session from when the agent accepts the request until the session is wrapped |
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Chats Transferred |
The number of chat interactions transferred |
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Chats Transferred % |
The percentage of chat interactions transferred |
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Completes |
The number of calls assigned a Complete enabled wrap code. |
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Complete Phone Number |
The count of calls where an Individual Phone Number is assigned a Complete Phone Number enabled wrap code. |
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Complete Phone Number % |
The percentage of calls where an Individual Phone Number is assigned a Complete Phone Number enabled wrap code. |
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Contacts |
The number of calls assigned a Contact enabled wrap code. |
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Dial Time |
The total duration of the dial activity for all outbound calls during the reporting period |
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DNIS/Dialled Number |
The number that was dialled |
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Emails Handled |
Count of total Email Interactions handled |
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Emails Transferred |
The number of email interactions transferred |
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Emails Transferred % |
The percentage of email interactions transferred |
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Email Time (inbound) |
The duration from when the agent opens an incoming email to when the email is closed, and the interaction is wrapped. |
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Email Time (outbound) |
The duration between when the agent opens an email template and when they press Send. |
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Extension |
The number of calls transferred to an agent extension. |
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First Log In |
The agent’s First Log In timestamp.
|
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Hold Time |
The total duration of the on hold status for all calls during the reporting period |
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Inbound |
The total number of inbound calls (non-transferred) received within the reporting period. |
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Interaction ID |
The unique identifying number for the interaction |
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Last Log Out |
The agent’s Last Log Out timestamp.
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|
Lead ID |
The unique identifying number for the lead |
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List |
The name of the list |
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List ID |
The unique identifying number for the list |
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Manual Preview Time |
The total duration of the manual preview status for all calls during the reporting period |
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Outbound |
The number of outbound calls that were made within the reporting period. |
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Pause Time |
The total duration of the pause status |
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Preview Time |
The total duration of the preview status for all calls during the reporting period |
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Sales |
The number of inbound calls assigned a Sale enabled wrap code. |
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SBD Match Rate ( % ) |
The percentage of calls where the Skills Based Dialling score is matched |
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SBD Match Count |
The total count of calls where the Skills Based Dialling score is matched |
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Start Date |
The timestamp at the start of the Agent Interaction displayed in date format |
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Talk Time |
The total duration of all calls during the reporting period |
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Total Logged In Time |
Talk Time + Wrap Time + Preview Time + Dial Time + Manual Preview Time + Hold Time + Wait Time + Pause Time + Log In Time + Log Out Time.
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Total Time |
The addition of Talk Time + Wrap Time + Preview Time + Dial Time + Manual Preview Time + Hold Time + Wait Time + Pause Time.
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Total Wrap Codes |
The number of times a wrap code was applied during the campaign |
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Transferred Inbound |
The number of inbound calls transferred to another agent |
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Transferred Outbound |
The number of outbound calls transferred to another agent |
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Wait Time |
The total duration of the wait status |
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Wrap Time |
The total duration of the wrap status for all calls during the reporting period |
Some fields are campaign specific and would only show up after selecting the campaign.
2. Calculated Fields
|
Field |
Calculation |
|---|---|
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Talk Time % |
Talk Time*100/Total Time |
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Wrap Time % |
Wrap Time*100/Total Time |
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Preview Time % |
Preview Time*100/Total Time |
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Dial Time % |
Dial Time*100/Total Time |
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Manual Preview Time % |
Manual Preview Time*100/Total Time |
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Hold Time % |
Hold Time*100/Total Time |
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Call Time % |
Call Time Time*100/Total Time |
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Email Time % |
Email Time*100/Total Time |
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Wait Time % |
Wait Time*100/Total Time. If Campaign filtering is used, this field is left blank. |
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Pause Time % |
Pause Time*100/Total Time. If Campaign filtering is used, this field is left blank. |
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Avg Talk Time |
Talk Time/Number of interactions in the reporting period |
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Avg Wrap Time |
Avg Wrap Time/Number of interactions in the reporting period |
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Avg Preview Time |
Avg Preview Time/Number of interactions in the reporting period |
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Avg Dial Time |
Avg Dial Time/Number of interactions in the reporting period |
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Avg Manual Preview Time |
Avg Manual Preview Time/Number of interactions in the reporting period |
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Avg Hold Time |
Avg Hold Time/Number of interactions in the reporting period |
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Avg Call Time |
Avg Call Time/Number of interactions in the reporting period |
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Avg Email Time |
Avg Email Time/Number of interactions in the reporting period |
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Avg Wait Time |
Avg Wait Time/Number of interactions in the reporting period. If Campaign filtering is used, this field is left blank. |
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Avg Pause Time |
Avg Pause Time/Number of interactions in the reporting period. If Campaign filtering is used, this field is left blank. |
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Chats transferred % |
The number of chat interactions transferred / total chat interactions in the reporting period |
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Emails transferred % |
The number of email interactions transferred / total email interactions in the reporting period |
3. Dialler Outcomes
The following fields are made available to the agent to use as a wrap code for manual calls:
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Field |
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No Result |
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Telco Error |
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Abandoned |
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Busy |
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No Answer |
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Answer Machine |
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Call Back – Queue |
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Call Back – Agent |
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Dialler Hangup |
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Disconnected Number |
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Dialler Completed |