Avaya Contact Center Reports Explained User Manual

Reporting for Contact Center – Reports Explained

BCM

Contact Center

Document Number: NN40010-600 Document Status: Standard Document Version: 02.00 Date: June 2006

and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.

Trademarks

*Nortel, Nortel (Logo), the Globemark, and This is the way, This is Nortel (Design mark) are trademarks of Nortel Networks.

*Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.

Table of Contents

List of Figures.....................................................................................5

List of Tables......................................................................................6

Change History...................................................................................7

How to Use this Guide .......................................................................9

Introduction.............................................................................................................9

How this Guide is Organized..................................................................................9

Introduction ......................................................................................11

Fundamental Concepts........................................................................................11

In-Progress Calls.............................................................................................11

Report Periods ................................................................................................11

Skillset Selection.............................................................................................12

Public Switched Telephone Network Call (PSTN) and Multimedia Calls........12

Direct Calls......................................................................................................12

Indirect Calls....................................................................................................12

Calls and Transactions....................................................................................12

Transactions and Direct and Indirect Calls .....................................................13

Contact Center Transactions ..........................................................................13

Non-Contact Center Transactions...................................................................13

Report Concepts...................................................................................................14

Report Headers...............................................................................................14

Report Viewer Toolbar ....................................................................................14

Printing a Report .............................................................................................15

Exporting a Report ..........................................................................................15

Report Magnification .......................................................................................17

Report Navigation............................................................................................17

Searching for Text within a Report..................................................................17

Table of Contents 3

Reports Explained............................................................................

Overview...............................................................................................................19

Explanation of Terms Used within Reporting for Contact Center ........................20

Report Definitions............................................................................................20

Agent Definitions.............................................................................................24

Reports.................................................................................................................26

Answered Calls Report....................................................................................26

Abandoned Calls Report.................................................................................30

Abandoned Calling Line ID Report..................................................................33

Agent Capacity Report....................................................................................36

Help Request Report.......................................................................................39

Call Average Report........................................................................................42

Agent Average Report.....................................................................................46

Agent Profile Report........................................................................................51

Reporting for Contact Center – Reports Explained

4 Table of Contents

Agent Activity Report.......................................................................................56

Agent Audit Report..........................................................................................60

Activity Code Report by Skillset ......................................................................63

Activity Code Report by Agent........................................................................66

Activity Code Report by Number of Pegs........................................................69

Summary Report.............................................................................................72

Call Profile Report...........................................................................................78

Incoming Call Report.......................................................................................84

Unanswered Help Request Report .................................................................90

Agent Average Report by Agent .....................................................................92

Agent Activity Report by Skillset .....................................................................96

System Configuration Report........................................................................100

References......................................................................................102

Index................................................................................................103

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List of Figures 5

List of Figures

Figure 1: Example Report Header...............................................................................................................................14

Figure 2: Report Viewer Toolbar ................................................................................................................................15

Figure 3: Report Printer Selection Window ................................................................................................................15

Figure 4: Export Report Window ................................................................................................................................16

Figure 5: Report Viewer Export..................................................................................................................................17

Figure 6: Answered Calls Report ................................................................................................................................26

Figure 7: Answered Calls Graph .................................................................................................................................28

Figure 8: Abandoned Calls Report..............................................................................................................................30

Figure 9: Abandoned Calls Graph...............................................................................................................................31

Figure 10: Abandoned Calling Line ID Report ...........................................................................................................33

Figure 11: Agent Capacity Report...............................................................................................................................36

Figure 12: Help Request Report..................................................................................................................................39

Figure 13: Call Average Report...................................................................................................................................42

Figure 14: Agent Average Report................................................................................................................................46

Figure 15: Agent Profile Report ..................................................................................................................................51

Figure 16: Agent Activity Report................................................................................................................................ 56

Figure 17: Agent Audit Report....................................................................................................................................60

Figure 18: Activity Code Report by Skillset................................................................................................................63

Figure 19: Activity Code Report by Agent..................................................................................................................66

Figure 20: Activity Code Report by Number of Pegs..................................................................................................69

Figure 21: Summary Report........................................................................................................................................72

Figure 22: Summary Report Graphs Page...................................................................................................................73

Figure 23: Call Profile Report .....................................................................................................................................78

Figure 24: Call Profile Report Graph Page..................................................................................................................79

Figure 25: Incoming Call Report.................................................................................................................................84

Figure 26: Incoming Call Report Graph Page.............................................................................................................85

Figure 27: Unanswered Help Request Report .............................................................................................................90

Figure 28: Agent Average Report by Agent................................................................................................................92

Figure 29: Agent Activity Report by Skillset..............................................................................................................96

Figure 30: System Configuration Report...................................................................................................................100

Reporting for Contact Center – Reports Explained

6 List of Tables

List of Tables

Table 1: The Available Report Export Formats...........................................................................................................16

Table 2: Abbreviations for Formula Descriptions.......................................................................................................20

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Change History

June 2006

1. New release for GA.

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8 Change History

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How to Use this Guide

Introduction

This guide is designed to explain reports and the statistics they contain related to various call treatments and sequences of actions relating to calls.

How this Guide is Organized

The Reporting for Contact Center – Reports Explained guide is organized as follows:

How to Use this Guide Provides a brief overview of the organization of this guide. Introduction Gives a background of the reports contained in the

Reporting for Contact Center application.

Reports Explained Describes each report, with examples of suggested usage,

frequently asked questions, a description of the fields within the report, and the formulas used to derive the values displayed in the fields.

References Lists Documents referenced in the body of this guide. Index Provides a cross-reference of topics in this document.

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10 How to Use this Guide

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Introduction 11

Introduction

Fundamental Concepts

This chapter details the concepts fundamental to understanding the background of the reports in the Reporting for Contact Center application.

In-Progress Calls

The reports display only information about calls that are completed at the time the report is requested. That is, in-progress calls do not feature in any of the reports. That means any calls that arrive in the system will only be counted in the reports if the report period selected encompasses the entire duration of the call, that is, the call must enter the system after the From Date and From Time and end before the End Date and End Time of the report.

For example a call arrives at 07:55 to the Skillset queue and remains for 6 minutes before it is answered by an agent at 08:01 the agent has 4 minutes of talk time before ending the call at 08:05. If you generate a report from 08:00 to 12:00 no part of this call will be shown in the report (that is it will not be shown as a presented call and an answered transaction). To see this call you will have to generate that report for the entire period of the call which would be 07:55 to 08:05.

This applies to the following reports:

• Answered Calls Report

• Abandoned Calls Report

• Abandoned Calling Line ID

• Call Average Report

• Agent Average Report

• Incoming Call Report

• Call Profile Report

• Summary Report

• Agent Profile Report

• Agent Activity Report

• Agent Average Report by Agent

• Agent Activity Report by Skillset

Report Periods

Manually generated reports can be produced for any elapsed period of time, up to a year in length. For example, a report that covers the period from 12:00 p.m. Tuesday to 4:15 p.m. Thursday can be produced.

The pre-defined limitation on the time frame a manually generated report can include is a maximum of one year.

Scheduled reports are limited to fixed durations: daily, weekly, or monthly.

Reporting for Contact Center – Reports Explained

Introduction

Skillset Selection

Many reports allow the User to report on any combination of the Skillsets they are assigned.

They can report on a single Skillset, a combination of their assigned Skillsets, or all of their assigned Skillsets.

Note: Reports may contain more information than requested. For example, a request for an

Agent Profile report for Skillset 1 produces a report that lists all the Agents who were logged in to Skillset 1, including multi-Skillset Agents. The report also includes all Agent activity for each Skillset they were logged in to.

If the report is limited to the Agent activity for the requested Skillset only, you need to request the same report for each Skillset that each of the multi-Skillset Agents is logged in to in order to receive a complete report.

Public Switched Telephone Network Call (PSTN) and Multimedia Calls

Reporting for Contact Center reports on both normal PSTN voice calls and calls conducted through the Nortel Multimedia Contact Center.

Direct Calls

Direct Calls are calls answered by the Skillset through the “Lines Administration” table in the CallPilot Manager. A layman would think of the direct calls as being the number of calls the Contact Center handles. A person phoning a Contact Center once generates a single Direct Call.

Indirect Calls

Every time a direct call is transferred between Skillsets, the call is counted as an Indirect Call. Therefore, a call to a Contact Center generates a single Direct Call and zero or more Indirect Calls.

Indirect Calls are those moved to a Skillset by means of the Move to Skillset Call Routing step or manually transferred to the Skillset Control DN.

Calls and Transactions

The separate phases of call transfers are known as Transactions. A call can be transferred back and forth between Skillsets and Agents. A call can produce any number of Transactions.

For example, an incoming call into Skillset 1 that Agent 1 answers and retains until complete is a single transaction.

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Introduction 13

However, if Agent 1 transfers the call to Agent 2 or Skillset 2, then the call requires two transactions. This is the case whether Agent 2 is in the same Skillset as Agent 1 or in a different Skillset.

Tracking the separate transactions of a call results in a more accurate and understandable representation of the activity within a Contact Center.

Transactions and Direct and Indirect Calls

If an incoming Contact Center call requires a series of transactions within one Control Directory Number (CDN), the second and subsequent transactions do not affect the Direct and Indirect Call totals because these transactions are not new Incoming Calls.

Contact Center Transactions

A Contact Center Transaction belongs to a call that does not arrive directly at an Agent’s phone through Direct Inward Dialing (DID), Auto Attendant (AA), or Custom Call Routing (CCR) but rather through a Call that Originated as a Contact Center Call.

Non-Contact Center Transactions

A non-Contact Center Transaction belongs to a call that arrives directly at an Agent’s phone through Direct Inward Dialing (DID), Auto Attendant (AA), or Custom Call Routing (CCR), for example.

Reporting for Contact Center – Reports Explained

Introduction

Report Concepts

This part of the chapter provides information on the format of the reports and their usage.

Report Headers

Each report contains an information header that consists of some or all of the following:

 Company Name  Report Title  Report Period: The start time and date and an end time and date of a report.  Report Created: The time and date that the report was created  Data Timestamp: The time and date the Contact Center generated the report data  Skillsets: The Skillsets included in the report

See Figure 1: Example Report Header.

Figure 1: Example Report Header

Report Viewer Toolbar

Screen-generated reports are displayed in the report viewer window. The report viewer has a toolbar, shown in Figure 2: Report Viewer Toolbar. The toolbar allows

you to:

 Print a report  Export a report  Magnify a report on screen

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Introduction 15

 Navigate through a multi-page report  Perform a search within a report

Figure 2: Report Viewer Toolbar

Note: The Preview tab indicates that you are viewing a print preview of the report.

Printing a Report

Click the printer icon to view the printer window, as shown in Figure 3: Report Printer Selection Window.

Figure 3: Report Printer Selection Window

This window allows you to select a printer from the list of available printers. This is the printer that will generate the report.

You can specify the number of copies you want to print, and you can choose to print the whole report, the page you are currently viewing, or a selection of pages.

Click Preferences to specify settings, such as paper orientation and size.

Exporting a Report

Click export report to view the Export Report window, shown in Figure 4: Export Report Window.

Reporting for Contact Center – Reports Explained

Introduction

Figure 4: Export Report Window

File Format

Select the desired format from the File Format list. Table 1: The Available Report Export Formats shows the available formats.

Export Format Name Extension

Crystal Reports native format .rpt Microsoft Excel .xls

Microsoft Excel (data only) .xls

Microsoft Word .doc Rich Text Format .rtf Adobe Acrobat .pdf

Table 1: The Available Report Export Formats

Exported File Name and Location

Required Viewer

Crystal Reports Microsoft Excel or

Microsoft Excel Viewer Same as Microsoft Excel format above, but in a format without the shading, highlighting, and other report formatting

Microsoft Word or Word Docum ent Viewer Any RTF aware editor or file viewer Adobe Acrobat

You must provide a file name or a file path for the exported report. If you do not specify a path in the file name, the file is placed on your desktop.

Note: An appropriate file extension is required to format the exported report and to select the

application required to view it. Select the appropriate extension from

Table 1: The

Available Report Export Formats.

You can click Browse to browse to the location where you want to have the report exported. Note: The Browse tool automatically provides a file extension unless you specified your

own file extension.

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Introduction 17

Page Range

You can specify to export the entire report or to export a page range. To export the entire report, select All. To specify a page range, select Pages and specify the start and end page of the section you wish to have exported, in the From and To fields.

Note: The All option and the From and To fields are unavailable if the report contains only

a single page.

Exporting the Report

After you select the settings, such as file name and file format, click OK to export the report. After the report is exported, Reporting for Contact Center will offer to open it, as shown in Figure 5: Report Viewer Export. Click Yes to view the report.

Figure 5: Report Viewer Export

Note: If you have not used the appropriate file extension for the selected file format or you

do not have the appropriate viewer installed on your PC, then Reporting for Contact Center does not appear.

Report Magnification

Select the required report magnification from the list.

Report Navigation

Use the Arrow icons and the Page field to move forwards or backwards one page, directly to the first or last page, or directly to a specific page. Entering a page number into the Page field and pressing Enter moves you directly to that field. A tool tip appears if you position the mouse pointer over the navigation icons and wait for a moment.

Searching for Text within a Report

To locate a string or phrase within the report, click Search Text (the binoculars). Enter your search text.

Reporting for Contact Center – Reports Explained

Introduction

Use Searching for Text within a Report to look for a specific Agent in a large Agent Activity report or to locate a particular Calling Line Identification (CLID) in the Abandoned Calling Line ID report, for example.

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Reports Explained

Overview

This chapter describes each report, examples of suggested usage, frequently asked questions, a description of the fields within the report, and the formulas used to derive the values displayed in the fields. The chapter also includes examples of call reports. For each report, the following information is provided:

 Summary

Provides a brief description of the intent of the report.

 Logic

Provides a short description of the content logic of a report.

 FAQ

Provides Frequently Asked Questions (FAQ) and answers about the report.

 Report Field

Provides a description of each of the fields in the report.

 Formulas

Where applicable, the formula that is used to derive the information is included.

Table 2: Abbreviations for Formula Descriptions shows the abbreviations used in the formula descriptions.

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Reports Explained

Presented Calls Answered AnC Transactions Answered AnCT Transactions Answered by Agent AnCTA Transactions Answered by Voicemail AnCTVM Transactions Answered by Operator AnCTO Transactions Answered by Overflow Agent AnCTOA Transactions Answered by Non Agent AnCTNA Transactions Answered by Another Skillset AnCTAS Presented Calls Unstaffed AnCUS Presented Calls Answered before the Primary Alert AnCLP Presented Calls Answered after the Primary Alert (before secondary) AnCGP Presented Calls Answered after Secondary Alert AnCS Presented Calls Handled in another Skillset AnCOS Presented Calls that Left Skillset Via Overflow LSSOT Presented Calls that Left Skillset Via Routing Table LSSRT Presented Calls Abandoned AbC Outgoing Calls Out Break / Wrap Up BkT Activity Code Pegs ACP Indirect Calls PreI Direct Calls PreD Presented Calls Pre (PreI + PreD) Presented Calls Unstaffed UsC Presented Calls Disconnected Dis

Data Item Name Abbreviation

Table 2: Abbreviations for Formula Descriptions

Explanation of Terms Used within Reporting for Contact Center

This section describes terms used in Reporting for Contact Center reports or terms common in Contact Centers.

Report Definitions

This part of the section describes all the definitions used within the reports in Reporting for Contact Center.

Abandoned Call

An abandoned call is a Contact Center call that was terminated by the caller before they were connected to an agent or other endpoint like voicemail or operator for example.

Abandoned Time Bins

A series of six user-defined time intervals is used in the statistical analysis of Abandoned Calls. Nortel Reporting for Contact Center provides a report on the numbers and percentages of incoming calls abandoned within each of the intervals specified in the Abandoned Time Bins. A seventh Time Bin is also used, to gather information about all calls that are abandoned after the interval specified by the sixth user-defined Abandoned Time Bin.

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Reports Explained 21

Answered Time Bins

These are a series of six user-defined time intervals used in the statistical analysis of Answered Calls. Nortel Reporting for Contact Center provides a report on the numbers and percentages of incoming calls answered within each of the intervals specified in the Answered Time Bins. A seventh Time Bin is also used to gather information about all calls that are answered after the interval specified by the sixth user-defined Answered Time Bin.

Activity Code Pegs

Each time an Activity Code is entered it pegs or increases the usage count for that Activity Code in increments of one. Activity Code reports display the usage counts or peg totals for the Activity Codes included within the reports.

Control Directory Number

The Control Directory Number (Control DN or CDN) is the extension number of a Contact Center Skillset. The Control DN is used to transfer calls to a Skillset. The installer is responsible for assigning a Control DN to each Skillset before the Skillset can be enabled.

Delayed Call

The Delayed Answer feature reduces Toll Charges for queuing calls. This feature prevents the Contact Center from answering calls and playing greetings when no agents are available. When Delay Answer is activated within a Skillset, waiting callers hear a ring back tone.

When a call comes in on a line for a Skillset that does not have any available agents, the call is not answered until either the Delay Answer time elapses or an Agent becomes available whichever comes first.

These Delayed Calls have reached the Skillset, but the routing table has not answered them. Toll charges do not accrue until the routing table answers the call.

Direct Call

Direct Calls are calls answered by the Skillset through the “Lines Administration” table in the CallPilot Manager. A layman would think of the direct calls as being the number of calls the contact center handles. A person phoning a Contact Center once generates a single Direct Call.

Disconnected Call

A call terminated by a Disconnect Call Routing Step, or a call that has no more routing steps and has not been routed anywhere (by a poorly configured routing table, for example).

Grade of Service

A figure that represents the level of service provided to incoming callers based on Contact Center response times. The figure is calculated as follows: ((Pre - AnCS - AbC) / Pre) * 100

Reporting for Contact Center – Reports Explained

Reports Explained

Indirect Call

Indirect Calls are those moved to a Skillset by means of the Move to Skillset Call Routing step or manually transferred to the Skillset Control DN.

Note: A non-agent transferring a non-Contact Center call to the Control DN of a Skillset will count as a Direct Call because this call has not been handled by either an individual member of another Skillset nor has it been handled by the call routing of another Skillset. However, an Agent transferring a non-Contact Center call to the Control DN of another Skillset will count as an Indirect Call because that call has been transferred by a member of another Skillset.

Multimedia Call

A call generated and processed through the Nortel Multimedia Contact Center (MMCC). A button can be placed on a business’s website that can be clicked to initiate a multimedia call to a Skillset in the Contact Center. The multimedia call may involve a Follow-me browser session, a Chat session, and may include a real time voice call.

Outgoing Calls

Calls made to a number outside the Business Communication Manager (BCM). Not an internal or intercom call.

Presented Calls

The number of all calls presented to a Skillset. This is the summation of the Direct and Indirect calls.

Presented Calls Abandoned

Abandoned Calls are calls in which the incoming caller hangs up when the call is held at the Skillset Control DN.

Presented Calls Answered

An Answered Call is a Call that was presented to a Skillset and it was neither abandoned nor disconnected and it was answered within this Skillset. It could be answered by an Agent or voicemail.

Presented Calls Answered after the Primary Alert (before secondary)

The number of calls that are answered after the time specified as the primary alert threshold, but before the time specified as the secondary alert threshold.

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Reports Explained 23

Presented Calls Answered before the Primary Alert

The number of calls that are answered before the time specified as the primary alert threshold.

Presented Calls Answered after Secondary Alert

The number of calls that are answered after the time specified as the secondary alert threshold.

Presented Calls Handled in Another Skillset

Calls that left a Skillset and entered another Skillset because of an Overflow Rule or any other Routing Condition or Step, or that were manually transferred to another Skillset. The fate of these calls is recorded in the reports for the Skillset they have moved to, not in the Skillset they leave.

Presented Calls that Left Skillset via Overflow

Number of calls that leave a particular Skillset due to an overflow rule. The overflow rules that cause a call to leave a Skillset are as follows:

 Move to Skillset  Transfer to Mailbox  Transfer to Auto Attendant  Transfer to Operator  Transfer to CCR

Presented Calls that Left Skillset via Routing Table

Number of calls that leave a particular Skillset due to the Routing Table step. This number does not include calls that have left the Skillset because of the Transfer to External or the Transfer to Extension routing steps.

PSTN Call

Public Switched Telephone Network Call (a “regular” voice call).

Statistical Time Bins

A collective term for the Abandoned Time Bins and the Answered Time Bins.

Time to Answer

The total amount of time a call was active in Skillset call routing (queuing) or receiving other call treatments, such as delayed answer. This time also includes the time that a call is ringing on an Agent’s handset before it is answered.

Time to Abandon

Time elapsed until the call was abandoned, which is displayed in the format: hh:mm:ss

Reporting for Contact Center – Reports Explained

Reports Explained

Transactions Answered

Each Agent that treats a call is recorded as a separate transaction. For example, if a call is answered by Agent A and transferred to Agent B, each portion of the call is considered a Transaction of the same call. The number of calls is 1, but the number of transactions is 2.

Transactions Answered by Agent

The number of Transactions answered by an Agent or Agents.

Transactions Answered by Another Skillset

The number of Transactions answered in a Skillset other than the one the call arrived in.

Transactions Answered by Non Agent

The number of Transactions Non Agents (people not logged in to the Contact Center) answer.

Transactions Answered by Operator

The number of Transactions the Operator answers.

Transactions Answered by Overflow Agent

The number of Transactions the Overflow Agent answers.

Transactions Answered by Voicemail

The number of Transactions directed to Voicemail. This includes either the Skillset Mailbox or an Agent Mailbox; the statistics do not distinguish between types of mailbox.

Unstaffed Calls

Calls presented to a Skillset when no Agents are logged in to handle the calls.

Agent Definitions

This part of the section describes terms used for Agents in the Reporting for Contact Center reports or terms common in Contact Centers.

Available Time

The length of time that an Agent is available to answer Incoming Calls.

Break Time

Also known as Post Call Completion, the time allocated to Agents following the end of an Incoming Contact Center Call. Break Time is commonly allocated to Agents to allow them to complete post-call administrative tasks.

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Reports Explained 25

Incoming Contact Center Time

The time an Agent is engaged in an Incoming Contact Center Call, either a PSTN or a Multimedia Call.

Incoming Non-Contact Center Call Time

Time spent on incoming non-Contact Center calls, which are calls that came in directly to the Agent’s DID line and not through the Contact Center.

Internal Call Time

The time an Agent spends on internal calls.

Not Ready Time

The duration of time when either the Agent invoked the Make Not Ready feature to indicate they are not available to take calls or the Contact Center placed the calls in the Not Ready state because the Agent did not answer a call or is active on an internal call.

The Not Ready State occurs when an Agent is accessing their voicemail or in a telset **config session. Additionally, an Agent is in the Not Ready state when making an Outgoing call on a digital line until the call is answered, at which time the call becomes an outgoing call.

Outgoing Call Time

The time an Agent spends on calls made to a number outside the BCM. It is not the time spent on an internal or intercom call which is the Internal Call Time.

Supervisor Monitor Time

The time a Supervisor spends monitoring an Agent.

Reporting for Contact Center – Reports Explained

Reports Explained

Reports

This section describes reports and provides example reports.

Answered Calls Report

Figure 6: Answered Calls Report shows an example of the Answered Calls report.

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Figure 6: Answered Calls Report

Reports Explained 27

Summary

For each of the Skillsets in a report, the total number of answered calls is displayed. For each Time Bin, the number of calls answered within that Time Bin is displayed. This figure is also presented as a percentage of the total number of answered calls.

The Answered Calls report shows how long calls wait before they are connected to an Agent. Voice calls and Multimedia calls are listed separately and totaled for each Skillset, and for the report total.

The Answered Calls Report indicates the total number of Skillset answered calls includ ed within the report.

Transactions (see page 12) do not affect calls-based reports.

Voice (PSTN) calls and Multimedia calls are listed separately and totaled for each Skillset, and for the report total. Both figures and the percentages are provided.

The breakdown is based on Answer Time Bins values, which are specified in Reporting for Contact Center Setup and Operations Guide (NN40040-302) and also in this guide under the section Report Definitions. See Answered Time Bins on Page 21.

There are six Time Bins. A seventh Time Bin, which captures all values higher than the sixth Time Bin, is appended automatically.

A graphical representation of the number of calls in each of the Time Bins is also included in the report, as shown in Figure 7: Answered Calls Graph.

Reporting for Contact Center – Reports Explained

Reports Explained

Figure 7: Answered Calls Graph

In this example, Time Bins increments range between 10 seconds and 1 minute. The seventh Time Bin captures any call that is answered after waiting more than one minute.

Any Skillset Supervisor can review the figures of an Answered Calls Report to determine how long the calls answered in Skillsets had to wait before they were answered.

The report example shows large data values in the first and second Time Bins, indicating that incoming callers are generally answered within 10, 20, or 30 seconds. Very few calls wait longer than 30 seconds to be answered. No callers are required to wait more than a minute.

For the average call length, refer to the Call Average Report (see Page 42).

Logic

Calls that are transferred directly between Agent sets are not included in this report. This report covers only the time that calls waited in the Skillset queues before being answered. It includes Direct and Indirect Contact Center calls.

Each Skillset in the report is displayed with the Time Bins that are configured for that report.

Report Fields

A description of each of the fields in the report.

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Presented Calls Answered

Number of presented calls answered for that Skillset/total

Formula

Presented Calls Answered = Anc = Anc(direct)+ Anc(indirect)

Time Bins 1 - 6

Each Presented Call that was answered within the time period stipulated in the relevant Time Bin is illustrated in the figure as a percentage of the total number of answered calls.

Formula

Not Applicable (N/A)

Reports Explained 29

Reporting for Contact Center – Reports Explained

Reports Explained

Abandoned Calls Report

Figure 8: Abandoned Calls Report shows an example of an Abandoned Calls Report.

Figure 8: Abandoned Calls Report

Summary

For each of the Skillsets included in the report, the total number of abandoned calls is displayed. Each Abandoned Call within a Time Bin is also displayed. This figure is also represented as a percentage of the total number of Abandoned Calls.

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