The set of dimensions that allows analyzing if whether a call was answered, ignored or rejected by an agent
count - origins from a count within a distribution
date - measures that contain dates
number - measures that contain numbers
string - measures that contain letters or special characters
sum - sum of values within a distribution
Name | Description | Type | Format | Section | Filter | Field |
|---|
Answered Ring Attempts | Ring attempts that reached an agent and were answered. | sum | | Ring Attempts | no | measure |
% Answered Ring Attempts | The % Ring attempts that reached an agent and were answered for the given timeframe and other filtering. The percentage is calculated considering the Total Ring Attempts. | percentage | | Ring Attempts | no | measure |
Date | The time reference used to filter the timeframe for analysis, based on the started at timestamp of each ring attempts. | date | | Filters | yes | dimension |
Ignored Ring Attempts | | sum | | Ring Attempts | no | measure |
% Ignored Ring Attempts | The % of Ring Attempts where the ring time of the ring was exhausted before the Agent accepted the contact. The ring Attempts for the given timeframe and other filtering. The percentage is calculated considering the Total Ring Attempts. | percentage | | Ring Attempts | no | measure |
Rejected Ring Attempts | | sum | | Ring Attempts | no | measure |
% Rejected Ring Attempts | The % of the Ring Attempts where there was an explicit action from the Agent and clicked the button to reject the contact for the given timeframe and other filtering. The percentage is calculated considering the Total Ring Attempts. | percentage | | Ring Attempts | no | measure |
Name | The user name. User to whom the ring attempt(s) were directed | string | | User | yes | dimension |
Team Name | The team of the last agent to whom the ring attempt was directed.
Null if such an agent is not on a team. | string | | Teams | yes | dimension |
Total Ring Attempts | Attempts that successfully rang the Agent. | sum | | Ring Attempts | no | measure |
Performance Along the day | Percentage of Answered Rejected and Ignored combined with the criteria used to filter the data (can be filtered by team and provided an aggregated view or filtered by name a provide information on an individual performance of an agent). | | | | | |
