Key Reports for New Clients
For new clients, we suggest the following reports to get familiar with the types of information readily available to the contact center leadership team.
Leadership Question | Answer |
How is my contact center performing? | 7.03 Contact Center Performance Report |
How are my agents performing? | 2.04 Agent Interaction Summary |
Where are the details on every interaction? | 4.01 Detailed Business Entity Report |
Where are the details on my Agents? | 2.01 Detailed Agent Interactions Report |
What happened on a specific interaction? | 4.02 Destination Trace Report |
How many total calls did I receive? On a specific phone number? | 4.04 Voice Billing Report |
Field Definitions
Field | Interaction Type(s) | Definition | Numerator | Denominator |
Inbound Interactions | Callback, Chat, Email, Fax, Telephony | the number of inbound customer interactions that entered this BP | ||
Callbacks Completed | Business Process: Telephony | the number of callbacks that were successfully handled | ||
Calls Abandoned | Business Process: Telephony | the number of callers that hung up before reaching any final destination | ||
Calls Disconnected | Business Process: Telephony | the number of calls that were terminated by an activity in the call flow | ||
Calls Not Queued | Business Process: Telephony | the number of calls received that never entered a Queue step | ||
Abandonment Rate (%) | Business Process: Telephony and Chat | The number of abandons / number of queued interaction of that type | ||
Outbound Calls | Business Process: Outgoing External | the number of outbound calls placed outside of the organization by agents on behalf of this BP (Outgoing External Interactions) | ||
Service Level | Business Process: Incoming | the overall weighted % of inbound interactions that entered this BP, queued (across any channel), and achieved the intended goal | # of interactions (across all inbound interaction types) that queued and were answered within the defined goal | # of interactions that were queued minus any interactions that are excluded based upon defined criteria associated with each channel |
Calls Transferred Externally | Business Process: Telephony | the number of interactions transferred outside ECS for handling (to a 3rd party phone number) | ||
Answer Rate | Voice Queue: Telephony | the percentage of inbound customer calls that entered the queue and were answered by an agent | the number of inbound customer calls that entered the queue (minus any calls that are considered service level exclusions) and were answered by an agent | the number of inbound customer calls that entered the queue (minus any calls that are considered service level exclusions) |
Calls Transferred by Agent | Voice Queue: Telephony | The number of answered calls which were then transferred out to any other destination (External DID, Agent, Channel, BP, HPBX user) | ||
Calls Transferred by Agent % | Voice Queue: Telephony | The number of Calls Transferred by agents divided by the number of Calls Answered | ||
Average Abandon Time (AAT) | Voice Queue: Telephony | for abandoned calls, the average amount of time a caller waited before hanging up | the total amount of wait time in the queue for inbound customer calls that entered the queue and abandoned prior to reaching an agent (minus the wait time for any calls that are considered service level exclusions) | the number of inbound customer calls that entered the queue and abandoned prior to reaching an agent (minus any calls that are considered service level exclusions) |
Average Hold Time | Voice Queue: Telephony | for answered calls, the average amount of time a caller was placed on hold by an agent | for answered calls that were placed on hold by an agent, the total amount of hold time those callers experienced | the number of answered calls that were placed on hold by an agent |
Average Handle Time (AHT) | Voice Queue: Telephony | Calculated as sum of talk + hold + wrap/The count of queued calls that were answered | ||
Average Speed of Answer (ASA) | Voice Queue: Telephony | for answered calls, the average amount of time a caller waited before an agent answered that includes queue time and ring time | the total amount of time that answered calls waited (queue time + ring time) | the number of answered calls |
Average Talk Time (ATT) | Voice Queue: Telephony | the average amount of time that callers are on the phone actively speaking with an agent | the total amount of time that answered calls were actively connected to an agent and not placed on hold | the number of answered calls |
Callbacks Completed | Voice Queue: Callback, Telephony | the number of telephony callbacks that were completed | ||
Callbacks Requested | Voice Queue: Telephony | for any calls that entered the queue, the number of callers that opted-in to a callback instead of waiting for an agent | ||
Calls Abandoned | Voice Queue: Telephony | for any calls that entered the queue, the number of inbound customer calls where the caller hung up before reaching any other final destination | ||
Calls Overflowed | Voice Queue: Telephony | for any calls that entered the queue, the number of inbound customer calls where the call reached a final destination other than the following: answered by an agent or abandoned by the customer. | ||
Calls Queued | Voice Queue: Telephony | the number of calls that entered the queue excluding any non-live call (a caller didn't initiate that interaction) such as Callbacks that were requested (to avoid double counting) or preview dialer calls. | ||
Final Destination | Voice Queue: Telephony | For any calls that entered the queue, the following events are considered a final destination for that interaction: * answered by an agent * abandoned by the customer * becomes a callback request * the interaction is transferred outside ECS for handling (to a 3rd party phone number such as an outsourcer) * customer leaves a voicemail message * interaction is disconnected by the call flow | ||
Longest Wait | Voice Queue: Telephony | for any calls that entered the queue, the maximum amount of time that a caller waited prior to reaching their final destination (answered, abandoned, or overflowed) | ||
Service Level (SL) | Voice Queue: Telephony | the percentage of inbound customer calls that entered the queue and were answered by an agent within the specified goal (seconds) | the number of inbound customer calls that entered the queue (minus any calls that are considered service level exclusions) and were answered by an agent in the specified goal (seconds) | the number of inbound customer calls that entered the queue (minus any calls that are considered service level exclusions) |
% of Intervals Meeting Service Level | Voice Queue: Telephony | the percentage of 15 minute intervals where the Service Level goal was achieved | the number of 15 minute intervals where a queued call was received and the Service Level goal was met | the number of 15 minute intervals where a queued call was received |
Staffed Agents | Voice Queue: Telephony | the # of agents that were not in an Offline state during the time period | ||
Voicemails Received | Voice Queue: Telephony | for any calls that entered the queue, the number of callers that left a voicemail instead of speaking with an agent | ||
Total Calls Duration | Voice Queue: Telephony | Total Calls Duration Includes all the call duration regardless of the filters exact start and stop time. It will only look for calls handled within the selected period. | Example: 1. Interaction A started at 13:05:00 and finished at 13:15:00 2. Interaction B started at 13:19:00 and finished at 13:22:00 3. Period: 13:10:00 - 13:20:00 4. Total Calls Duration for A: 10 mins, for B: 3 mins 5. Total Calls Prorated Duration for A: 5 mins, for B: 1 mins | |
Total Calls Prorated Duration | Voice Queue: Telephony | Prorated call durations start before the Start time filter or end after the End time filter. Prorated duration will subtract the time that is outside the period filter from the call duration. Provides adjusted minutes count for a specific period. The calculation adjusts to the customer time zone. | Example: 1. Interaction A started at 13:05:00 and finished at 13:15:00 2. Interaction B started at 13:19:00 and finished at 13:22:00 3. Period: 13:10:00 - 13:20:00 4. Total Calls Duration for A: 10 mins, for B: 3 mins 5. Total Calls Prorated Duration for A: 5 mins, for B: 1 mins | |
Talk Time % | Voice Queue: Telephony | Total Talk time for all agents during this interval divided by total handling time (talk+hold+wrap) for all agents in that time interval | ||
Hold Time % | Voice Queue: Telephony | Total Hold time for all agents during this interval divided by total handling time (talk+hold+wrap) for all agents in that time interval | ||
Wrap Up Time % | Voice Queue: Telephony | Total Wrap Up time for all agents during this interval divided by total handling time (talk+hold+wrap) for all agents in that time interval | ||
Answer Rate | Chat | the percentage of inbound customer chats that entered the queue and were answered by an agent | the number of inbound customer chats that entered the queue (minus any chats that are considered service level exclusions) and were answered by an agent | the number of inbound customer chats that entered the queue (minus any chats that are considered service level exclusions) |
Average Agent Response | Chat | the average amount of time customers waited after they submitted a message in the chat window until the agent responded | the total amount of time that answered chats were "idle" from the time the customer sent a chat message until the agent responded | the total number of messages sent by customers inside a chat session (each chat session will typically have multiple messages sent by the customer) for all answered chat sessions |
Average Chat Time | Chat | the average amount of time an agent spends on a chat interaction | the total amount of time that answered chats were "worked" by an agent from the time the chat interaction was delivered to an agent until the chat session ended | the number of answered chats |
Average Speed of Answer | Chat | the average amount of time from when an chat was received from the customer until an agent responded | the total amount of time that answered chats waited from the time the customer chat was received until an agent chat response was sent | the number of answered chats |
Chats Abandoned | Chat | for any chats that entered the queue, the number of inbound customer chats where the customer terminated their chat session before reaching their destination | ||
Chats Overflowed | Chat | for any chats that entered the queue, the number of inbound customer chats where the chat reached a final destination other than the following: answered by an agent or abandoned by the customer. | ||
Queued Chats | Chat | the number of chats that entered the queue | ||
Longest Wait | Chat | for any chats that entered the queue, the maximum amount of time that a customer waited prior to receiving a chat response from an agent OR abandoned prior to receiving an agent response OR become a callback. | ||
% of Intervals Meeting Service Level | Chat | the percentage of 15 minute intervals where the Service Level goal was achieved | the number of 15 minute intervals where a queued chat was received and the Service Level goal was met | the number of 15 minute intervals where a queued chat was received |
Service Level | Chat | the percentage of inbound customer chats that entered the queue and an agent responded within the specified time goal | the number of inbound customer chats that entered the queue and an agent sent a response within the specified time goal | the number of inbound customer chats that entered the queue |
Staffed Agents | Chat | the # of agents that were not in an Offline state during the time period | ||
Average Email Time | the average amount of time an agent spends on an email response | the total amount of time that answered emails were "worked" by an agent from the time the email interaction was delivered to an agent until they sent a response | the number of answered emails | |
Average Speed of Answer | the average amount of time from when an email was received during business hours from the customer until an agent responded | the total amount of time that answered emails waited from the time the customer email was received until an agent email response was sent | the number of answered emails | |
Emails Remaining | the number of emails that remained in the queue at the end of the customer's day (based upon business hours) | the number of emails that remained in the queue waiting for an agent response when the BP closed | ||
Emails Handled | the number of emails handled by an agent. This includes both queued emails and those rescheduled by an agent. | |||
Emails Overflowed | for any emails that entered the queue, the number of inbound customer emails where the email reached a final destination other than the following: answered by an agent. | |||
Emails Rescheduled | for any emails that entered the queue, the number of emails that were manually scheduled by an agent to be answered at a later time | |||
Longest Wait | for any emails that entered the queue, the maximum amount of time that a customer waited prior to receiving an email response from an agent | |||
Queued Emails | the number of emails that entered the queue during the specified time period. This excludes any "rescheduled" (or Callback) emails. | |||
Service Level | the percentage of inbound customer emails that entered the queue and an agent sent an email response within the specified time goal | the number of inbound customer emails that entered the queue and an agent sent an email response within the specified time goal | the number of inbound customer emails that entered the queue | |
Staffed Agents | the # of agents that were not in an Offline state during the time period | |||
Busy Time | Agent | Offer Time + Talk Time + Chat Time + Email Time + Fax Time + Wrap-up Time + Hold Time (overlapping interactions will not be accumulated) | ||
Login Time | Agent | Handle Outgoing Time + Break Time + Back Office Time + Idle Time + Busy Time | ||
Idle Time | Agent | Agent is in the Ready State and is waiting to receive an interaction | ||
Occupancy | Agent | ((Busy Time divided by (Busy Time + Idle Time))*100 | ||
Handle Time | Agent | Talk Time + Chat Time + Email Time + Fax Time + Wrap Up Time + Hold Time | ||
Total Online | Agent | The number of agents that logged in during the specified time period | ||
Total Available | Agent | The number of agents that entered a Ready state during the specified time period | ||
Occupancy Pct | Agent | The cumulative Occupancy of the Available agents. This is calculated by dividing Busy Time by the sum of (Busy Time + Ready Time) | ||
Interaction Time | Agent | Offer Time + Talk Time + Chat Time + Email Time + Fax Time + Wrap-up Time + Hold Time (overlapping interactions are accumulated) | Overlapping interactions will accumulate Interaction Time. If an agent is simultaneously, working on multiple interactions, Interaction Time is the sum of the time spent on each individual interaction. The Interaction Time could therefore exceed the agent's Login Time for that period. |
Interaction Types
Interaction Type | Description | Media Types | Direction | Additional |
Any | Umbrella term that includes all Media Types and Directions | All | Incoming, Outgoing | |
Callback | Callback can include | Telephony, Email | Incoming, Outgoing | Customer can put a link on their website where the customer enters their name and phone number and description and optionally BP. That interaction will immediately be sent to the BP for processing. A Web Callback requests is a Telephony media type. |
Callback Telephony | A subset of Callback interactions that only include those for the Telephony media type | Telephony | Incoming | |
Campaign | An outbound Campaign interaction initiated by the Dialer. | Telephony | Outgoing | Same as Campaign Telephony |
Campaign Telephony | An outbound voice interaction initiated by the Dialer | Telephony | Outgoing | Same as Campaign |
Chat | an inbound web chat interaction initiated by a customer | Chat | Incoming, Outgoing | Outbound chats today would be an outbound internal chat only. |
an inbound email interaction initiated by a customer | Incoming, Outgoing | |||
Fax | Business Process: Telephony | Fax | Incoming | Same as Incoming Fax today. The system expects all faxes to be delivered via email. There is no inherent FAX capability in the system. |
Incoming | an inbound fax interaction initiated by a customer | All | Incoming | |
Incoming Chat | Umbrella term that includes all Incoming interactions across all media types | Chat | Incoming | |
Incoming Email | an inbound web chat interaction initiated by a customer | Incoming | ||
Incoming Fax | an inbound email interaction initiated by a customer | Fax | Incoming | |
Incoming Telephony | an inbound call interaction initiated by a customer | Telephony | Incoming | |
Internal Messaging (Chat) | a chat interaction between 2 agents | Chat | Incoming, Outgoing | |
Outgoing External Mail | an outbound email that is sent to an external address | Outgoing | ||
Outgoing External Telephony | an outbound call originated by an agent to a number that is external to the organization | Telephony | Outgoing | |
Outgoing Internal Telephony | an outbound call originated by an agent to a number that is internal to the organization | Telephony | Outgoing | |
Outgoing External | an umbrella term that includes all outgoing interactions across media types sent external to the organization | Telephony, Email | Outgoing | |
Outgoing Internal | an umbrella term that includes all outgoing interactions across media types sent internally within the organization | Telephony, Chat | Outgoing | |
Telephony | a voice interaction that entered the Business Process. This includes every voice interaction - including AA & IVR & queue & dialer functions & manual outgoing calls initiated by an agent. | Telephony | Incoming, Outgoing | |
Transferred | any interaction that is transferred to a secondary destination | All | Incoming, Outgoing | |
Transferred Chat | a chat interaction that is transferred to a secondary destination | Chat | Incoming | |
Transferred E-mail | an email interaction that is transferred to a secondary destination manually by an agent OR automatically during the call flow | Incoming | ||
Transferred Fax | a fax interaction that is transferred to a secondary destination | Fax | Incoming | |
Transferred In Telephony | Call transferred into this BP from another BP | Telephony | Incoming | |
Transferred Out Telephony | Call transferred from this BP to another BP | Telephony | Outgoing |