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 |
|---|
% Answered Contacts | The percentage of contacts with type is answered calculated based on the number of total inbound contacts | percentage | | Inbound Contacts | No | measure |
Agent Disconnected | Allows to see if it was the agent that disconnected the inbound/outbound call.
- For records existing prior to the implementation of this field, the Agent Disconnected value is null.
| String | Yes/No | Contacts | N/A | dimension |
Agent Disconnected % | Helps to know among the calls the agent handled, what % of the calls were disconnected by him. | percentage | | Contacts | N/A | measure |
AVG ACW time - seconds | Average duration of the time it takes to wrap up a contact. Calculated based on all contacts that have After Call Work time recorded. | in seconds | | Contacts | No | measure |
AVG Handle time - seconds | Average duration of the time it takes for a user to deal with a contact. It considers talk time, the hold time, and the after call work of a contact. | in seconds | | Contacts | No | measure |
AVG Hold Time - seconds | Average duration of the hold time for inbound and outbound contacts. Includes Hard (the agent puts the contact person on hold) and Soft (hold time contact person experiences when there's a transfer) Hold. | in seconds | | Contacts | No | measure |
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 |
% Connected Contacts | Percentage of Outbound Contacts which outcome was successful and the agent was able to reach the contact person, based on all outbound contacts. | percentage | | Outbound Contacts | No | measure |
Data Status | YYou can include or exclude records with errors. This filter will have four options available: “Valid”, “Damaged”, “Inaccurate” and “All”. By default, only “Valid” records will be visible. Valid Records - Regularly Processed Records.
Damaged Records - Those are corrupted caused by missing events in call records.
Inaccurate Records – Processed records but with logical flawed data (e.g., negative durations). | String | Valid/Damaged/Inaccurate/All | Filters | Yes | Dimension |
Direction | IN or OUT filtering options allow to have the data filtered only by incoming (inbound) or only outgoing (outbound) contacts. | string | IN/OUT | Contacts | Yes | dimension |
% Not Connected Contacts | Percentage of Outbound Contacts which outcome was not successful and the agent was not able to reach the contact person, based on all outbound contacts. | percentage | | Outbound Contacts | No | mesure |
Team Name | All Teams of the account will appear listed regardless of having data or not for the timeframe picked as filter. | string | | Contacts | Yes | dimension |
Timestamp | This filter allows to set a timeframe. It will return the events occurred within the timeframe defined | 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 |
Total ACW time | Sum of the duration of the time it takes to wrap up a contact. Calculated based on all contacts that have After Call Work time recorded. | number | | Contacts | No | measure |
Total Contacts | The sum of all contacts for the given combination of filters and dimensions used. Includes outbound and inbound. | number | | Contacts | No | measure |
Total Handle Time | The sum of time it takes a user/agent to handle a call. The time starts when the agent answers and ends the moment the agent ends the After Call Work (ACW) status (includes hold time). | number | | Contacts | No | measure |
Total Hold Time | Measure that reflects the sum of both Soft and Hard hold durations in seconds | number | | Contacts | No | measure |
Total Inbound Contacts | The sum of all incoming contacts for the given combination of filters and dimensions used. | number | | Inbound Contacts | No | measure |
Total Outbound Contacts | The sum of all outgoing contacts for the given combination of filters and dimensions used. | number | | Outbound Contacts | No | measure |
% Transfer In | Of the contacts corresponding to the filters set what percentage correspondes to Transfer In = Yes | number | | Contacts | No | measure |
% Transfer Out | Of the contacts corresponding to the filters set what percentage correspondes to Transfer Out = Yes | number | | Contacts | No | measure |
User Name | Agent that answered (when inbound) the contact or that initiated (when outbound) the contact. | | | | | |
