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Call Center On Demand Top Reports

Call Center On Demand Top Reports



This document will walk through the top 6 reports used by CCOD customers. The data contained in these reports covers DNIS, Agents, and Workgroup based information. They are not the only reports offered, but the most frequently run.


The reports are grouped by subject, first you’ll a screenshot representing the report, followed by a description of the column names.


Agent Reports


There are three reports containing different agent data. One is strictly login and logout information, the other two provide detail on what the agent has done during the selected date range.


  1. Agent Performance Report

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Some basic features that are shared among most reports are:


Print and Save buttons – These allow you to print, or to save the report in HTML format.


Title – The type of report and the actual report name.


Report period – The date and time range selected by the person running the report.


User selection – This can be all users or some subset defined when the report was designed.


There are 16 columns in the Agent Performance Report which represent the agent performance statistics in detail.


Agent Name: Full Name of the Agent in Last name, First name format.


Offered: This column gives the count of total interactions offered to the agent.


Accepted: This column gives the count of interactions accepted by the agent.


No Answer: Gives the count of interactions terminated with No Answer status.


No Answer Abandoned: Gives the count of calls abandoned for no answer by the agent..

Agent Ring Time: Gives total Ring time for an agent in [hh:]mm:ss format.


Total talk time: Gives Total Talk time of an Agent in [hh:]mm:ss format. The total time spent talking to customers on incoming or outgoing calls.


Avg AHT: This column displays the Average Handle Time of an agent in [hh:]mm:ss format. Average handling time (AHT) defines how long an agent is busy providing service to a single customer call. AHT is the time the agent provides service (talk time) plus wrap-up time divided by calls handled - additional activities to complete a call and prepare for the next one.


Avg ATT: Shows the average talk time of an agent in [hh:]mm:ss format


Average Wrap Time: It gives the Average Wrap time of an agent in [hh:]mm:ss format. It can be termed as additional activities to complete a call and prepare for the next one.


Average Speed of Answer: Gives the average speed of Answer for that agent. The time the average caller had to wait in queue before being answered.


Hold Count: Gives the count of calls went on hold.


Average hold time: Shows the average hold time of an agent in [hh:]mm:ss format. It is the time average the agent put the call on hold.


Transfer count: Shows the total number of calls transferred by the agent.


Sent to VM: Shows the count of calls sent to the agents personal voice mail.


VM Recorded: Shows the total count of Voice Mails Recorded












  1. Agent Summary Report


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Summary of all agents selected:


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There are 15 columns in the Agent Summary Report that represent the agent summary statistics in details.


Date: - This is the start date in which Call came to Project (DNIS Number).It is in mm/dd/yy format.

Logged In: - This column gives information about the total login time of an Agent during the selected period of the report (15 minutes, Day, Week, etc). It is in hh:mm:ss format.

Available:-This shows the total seconds in the interval where agent is in available state. It is in hh:mm:ss format.

Talk: - This column gives information about the total talk time of an Agent during a selected period. It is in hh:mm:ss format.

Wrap: - This column gives the total time taken to wrap the calls attended in the selected interval. After finishing the conversation agent can update the call details and wrap the call. Admin can configure the maximum wrap timings for agent, but agent can wrap the call before the allowed timing also.

NotReady:- It gives the total time the agent was on break. This is the total seconds in which agent is neither available nor handling any call.

Avg ATT: - Avg ATT (Average Agent Talk Time) gives information of Average Talk Time per number of calls Handled by an Agent. This column depends on Talk value and Total Handled Call value. Using this we can analyze capability of call handling of an Agent.

AvgAHT:- This gives the average time taken to handle a call. Call handle timing includes total talk second and time taken to wrap the call.

Inbound Total:-This is the total call coming to an agent. It includes any internal calls and any offered ACD (Automated Call Diversion) Calls. It helps Supervisor to analyze the inflow of calls to an agent.

Inbound Xfer:-It gives the number of calls transferred to the agent internally from another agent. If agent 1 is transferring call to agent 2, then for agent 2 it will be an inbound transfer and for agent 1 it will be outbound transfer.

NewVM:-This shows the total voice mails in the selected interval. It includes total offered ACD voice mails and total offered ACD Call Backs.When customer calls to a Project (DNIS), if all agents are busy or no one is attending the call, then customer may have option for Voicemail and Callback. This Voicemail or Callback would then be transferred to the first agent who would be available.

Outbound Calls:-Total calls made to outside number by the agent. These are calls made to customers by the agent and include announced transfers made to external numbers. Here announced transfer to external number is considered as an Outbound call because the first call is on hold and system makes a second call to complete the announced transfer.

Outbound Talk:-This gives the total seconds agent talked in outbound calls.

Outbound Transfer:-This gives information of all calls transferred by the agent to any other number. This includes calls transferred to another Workgroup, calls transferred to another agent which can be an announced transfer or blind transfer and calls transferred to any external number (not including Announced Transfers).

TotalACDCalls:-It counts all ACD (AutomatedCallDiversion) calls to the agent in the selected period.









  1. User Login/Logout Report

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There are five columns in the User Login/Logout Report.


Date/User: The date of login and the username (last name, first name).


Event Time: Time the login occurred.


Login Duration: Amount of time in hh:mm:ss the user was logged in for the specific event.


Type: Whether the event was a login or logout.


Logout Reason: Reason for the logout (Second login, Web Session Timeout, etc)



















Workgroup Reports


Workgroup reports will detail call/voicemail/email specific information. The data in these reports only represents interactions that enter the workgroup.


  1. Interval Workgroup Performance Report


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The Workgroup Performance Report has four main areas:


• Calls

• Time (Totals)

• Talk Time

• User Defined Thresholds.


ACD In - Total number of ACD calls answered within the interval.

Abn ACD - Total number of Abandoned ACD calls within the interval.

Ref ACD - Total number of Refused ACD calls during the interval

Wrap ACD - Total number of calls that went into Wrap-up mode during the interval.

ACD Xfered In - Number of Interactions (not just ACD calls) that were Transferred Into a workgroup during the interval.

ACD Xfered Out - Number of Interactions (not just ACD Calls) that were Transferred Out Of the Workgroup during the interval.

ACD OVR In - Number of Calls that were offered by Overflowed to Workgroup

ACD OVR Out - Number of calls that met Overflow Criteria (though not necessarily answered by another workgroup)

%Service Level Percentage of Calls answered by Workgroup against target within the interval


Logged In - Cumulative total time users were logged in during the interval.

Busy - Cumulative total time users spent in the Busy state during the interval.

Avail - Cumulative total time users spent in the Available state during the interval.

On Break - Cumulative total time users spent in the On Break state during the interval.

Max Answer Delay - Maximum time to answer a call during the interval.

Max Abandon Delay - Maximum time before the caller abandoned the call during the interval.

ACD ASA - Average Speed to Answer during the interval.

Total ACD Talk Time - Total Talk Time (including Hold time) for ACD calls during the interval.

Avg ACD Talk Time - Average Talk Time (including Hold time) for ACD calls during the interval.

Ans Pre Thresh - The number of ACD calls that were answered within theuser-defined threshold.

% Ans Pre Thresh - The percentage of ACD calls that were answered withinthe user-defined threshold.

Ans Post Thresh - The number of ACD calls that were answered after the user-defined threshold.

% AnsPost Thresh - The percentage of ACD calls that were answered after theuser-defined threshold.

Abn Pre Thresh - The number of ACD calls that were abandoned before the user-defined threshold.

% Abn Pre Thresh - The percentage of ACD calls that were abandoned before the user-defined threshold.

Abn Post Thresh - The number of ACD calls that were abandoned after the user-defined threshold

% Abn Post Thresh - The percentage of ACD calls that were abandoned after the user-defined threshold.

Custom Service Level - The percentage of calls that were answered within X seconds (where X is a Service Level time factor defined as a variable for the report).


DNIS Reports



1. DNIS Summary


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The DNIS Summary Report has 14 columns that represent the project (DNIS) statistics in detail. This report contains information about every call that enters the system.


Date: - This is the start date in which Call came to Project (DNIS Number).It is in mm/dd/yy hh:mm ..

Offered: - It shows the total number of calls came to a project in a 15 minute period.

Pct: - It shows the percentage of offered calls. It is the percentage of number of handled calls to the total offered calls.

Calls Handled:-It shows the total handled calls by agent in the 15 minute interval.

VM Handled: - Total voicemails handled in the period.

Reroute:-This column shows the number of calls which are rerouted in that period.

IVR Abandon: - Shows the number of calls which got abandoned in the IVR during the period.

Queue Abandon:- Shows the total number of calls which are abandoned in Queue.

Transferred (Agent/Wrkgrp):-Total calls which got transferred in the period. It can be either to a workgroup or to an agent.

Avg Queue Abandon:-It shows the average time taken by the calls which are got abandoned in queue.

AvgASA:-It is the Average Speed of Answer. It is the ratio of total time taken to answer the call to the total calls handled. It is in hh:mm:ss format.

Avg ATT: - Avg ATT (Average Agent Talk Time) gives information of Average Talk Time per number of calls Handled by an Agent. It is the ratio of total talk seconds to the total calls handled

AvgAHT:- This gives the average time taken to handle a call. Call handle timing includes total talk second and time taken to wrap the call.

AvgACD:-This is the ratio of the sum of (TimeABUACDCalls) + (TimeTalkACDCalls) to the total calls handled.


















2. Call Detail Report


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The Call Detail report has 19 columns that represent specific detail about each call in the system.


Call Start: - Indicate the date and time when the call enters ivr.


Call Drop:-Indicate the date and time when the call is dropped. It is shown in mm/dd/yyyy hh:mm:ss format.


ID: - This is the interaction id representing an interaction which is distinct to all interactions.


Duration:-It shows the total duration from the time the call entered ivr to the time when the call got dropped. It is in hh:mm:ss format.


IVR Secs: - Total seconds spend in IVR.It is the total duration from a call enters the system to the time when it is assigned to an agent or Workgroup


Queue Secs:-Total seconds spend in queue .Before handling the call the time spends in queue.


Disposition:-It shows the final state of the call It can be Answered, Queue Abandon, IVR Abandon, Reroute, Transferred, Voicemail etc.


RerouteDID:-It shows the external phone number with country code for Rerouted calls.


Caller ANI: - Indicate from where the call is coming. If a customer is making call to the system, this column will show the telephone number of customer. If an agent is calling to the system, extension number of agent will be shown.


First Agent: - Name of the agent who handled that call initially. Incase of Queue Abandon, IVR Abandon, Reroute all it will show blank since no agent is involved in that interactions.


Last Agent: -Name of the agent who attended the call for the last time.


Hold Count:-It indicates the number of times when a particular call was on hold.


Hold Secs: - Duration in seconds when call was on hold.


Transfer Count:-It shows the transfer count happened to the call. If a call is transferred to another agent or to an external number, transfer count is updated. But for voicemails transfer counts are not updated in the report.


Workgroup: This column shows the name of workgroup when ever it is available for the row.


DNIS: This column shows the DNIS number used by the caller.


Menu Selection Sequence: This column shows the keys pressed by the caller when the call was handled by IVR. That is the sequence of DTMF keys pressed by the user separated by a ‘-‘ symbol. If caller dials agent extension then extension number of the agent as pressed by the caller is displayed in this column.


Total Wrap:- Total time taken for wrapping the call. Display format is in seconds


Talk Time:- Total time the agent talked in the call. This will not include wrap time. Display format is in seconds



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