Contacts' Service Level
Interaction - The highest level component that comprises the full activity of a communication with a contact. It can include multiple contacts and each contact includes several, more granular, elements that are called segments.
Contact - A conversation can have multiple contacts depending on the outcome of the initial contact. Examples of situations that will trigger a new contact include: transfer; fallback to a different ring group. Contacts are the main reporting element for Supervisors and the one that will be used for staffing purposes (by monitoring queue SLA and queue AHT).
Answered contacts - inbound contacts that reached an agent and were answered.
Missed contacts - implies that the contact went through the flow, and reached a hang-up (it may or may not ring an agent but in both cases, it will be missed since there was no action by the contact person to leave the queue) or in case that after the assignment the Contact is terminated by a flow rule.
Abandoned contacts - inbound contacts where the contact person finishes/disconnects the contact before reaching an agent (includes abandoned while ringing the agent). It is considered abandoned even if it rang an agent before. There was an explicit action by the caller to leave the queue.
Short abandoned contacts - inbound contacts disconnected by the contact person within the threshold defined in the system for short abandons.
Connected contacts - outbound contacts where the connection was successful and the agent reached the contact person.
Not connected contacts - outbound contacts where the connection with the contact person was not successful ending in the contact being disconnected.
| Name | Description | Type | Format | Section | Filter | Field |
|---|---|---|---|---|---|---|
| % Service Level | Percentage of Contacts answered within the defined threshold for Service Level sumAnswered(Within Service Level) / (sum(Inbound)-sum(short abandoned)) | percentage | ##.#% | Inbound Contacts | No | measure |
| % Answered outside Service Level | Percentage of contacts that were answered but outside of the defined threshold for the service level, meaning that these contacts will impact negatively the calculation os the service level percentage | percentage | ##.#% | Inbound Contacts | No | measure |
| Average Wait Time | Average duration of the time that runs between the moment the contact was created until it was either answered, abandoned, missed, short-abandoned or voicemail. | seconds | ##:##:## | Inbound Contacts | No | measure |
| % Abandoned Contacts | The percentage of contacts with type is abandoned calculated based on the number of total inbound contacts | percentage | ##.#% | Inbound Contacts | No | measure |
| % Missed Contacts | The percentage of contacts with type is missed calculated based on the number of total inbound contacts | percentage | ##.#% | Inbound Contacts | No | measure |
| Service Level vs Inbound Volume | Comparison between the incoming volume and the rate of service level recorded each hour between 0 and 23 hours of the days considered in the timespan in the date filter and also for the combination of other filtering criteria that might be applied (Eg. filtering by a specific Ring Group) | chart | Inbound Contacts | No | measures | |
| % Abandoned vs AVG Wait Time | Comparison between the average time the contact people spent waiting and the rate contacts abandoned for each hour between 0 and 23 hours of the days considered in the timespan in the date filter and also for the combination of other filtering criteria that might be applied (Eg. filtering by a specific Ring Group) | chart | Inbound Contacts | No | measures | |
| Date | The time reference used to filter the timeframe for analysis, based on the started at timestamp of each ring attempts. | date | Contacts | Yes | dimension | |
| Inside Business Hours | Filter that allows to retrieve information only for business hour (= Yes) or for outside of business hours (= No) and when option "is any value" is applied, returns all the information regardless of being outside or inside business hours. | Yes/No | Contacts | Yes | dimension | |
| *Ring Group | All Ring Groups of the account will appear listed regardless of having data or not for the timeframe filtered. | string | Contacts | Yes | dimension | |
| Timezone | By default data is shown on account timezone, but this fitler allows to change the timezone of the data and consult/see the events with the timestamps or time dimensions respecting the timezone picked | string | Contacts | Yes | dimension |
Updated almost 4 years ago