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The following linked reports are best practice suggestions for locating your essential contact center metrics.  Evolve Contact Suite has the notion of 3 different reporting types outlined below.

What is a Business Process (BP) report?

A Business Process report encompasses all interactions whether queued or not. This includes interactions that bypass the queuing process such as after-hours messaging, callbacks offered outside the queue, or interactions routed to an external third party. For more information, please review the "Business Process Best Practices". 

Business Process Best Practice

Overview

Visibility into all inbound and outbound interactions to a Business Process.

Recommended Parameters

  • Interaction Type: Select a specific interaction type (All, Incoming, Outgoing, Callback).
  • Interaction Result(s): Select a specific interaction result (All, Abandoned, Handled, Leave Number).
  • Demands: Display only the interactions routed with a selected Demand(s).
  • Business Process Name: Display only the interactions routed within a selected Business Process(s).
  • Show Interaction Segments: Displays the details for each interaction.

Recommended Export Type

  • Excel (Details) or CSV (Summary).

Key Report Information

  • Interaction Result - Leave Number – Will display interactions that opted-in for Queue Callback. These interactions would originate with an Interaction Type of Incoming and return as an Interaction Type of Callback.
  • Interaction Remarks are displayed within this report. This is useful for tracking after-hours or overflowed interactions configured with appropriate remarks within Setup. To do so enable the Show Only Interactions With Remarks parameter.


3.04 - Interactions Detail Record - Provides CDR-level information for all interaction types.

4.02 - Destination Trace Report - Interaction trace report to isolate the interaction history of a specified phone number or email.

What is a Queue report?

A Queue report only includes those interactions that are queued for an agent. This type of interaction can only be Answered, Abandoned, or Overflowed.  For more information, please review the "Queue Best Practices". 

Queue Best Practices

Overview

This report only includes interactions that entered the queue. Report output provides a snapshot of all key contact center metrics.

Recommended Parameters

  • Report Type: Choose the interval based on the period of interest.
  • Summary Section: Activate MTD if needed.
  • Show Empty Rows: Activate if you want blank rows for intervals with no data.

Recommended Export Type

  • Excel or CSV (CSV if you want to perform additional manipulation or analysis).

Key Report Information

  • Calls Queued = Calls Answered + Calls Abandoned + Calls Overflowed + Callbacks Requested (Non-Queue).
  • SL Goal % - this field can be adjusted to identify how many intervals achieved your target Service Level goal (% Of Intervals Meeting Service Level).


3.04 - Interactions Detail Record (Queue Time > 0) - Provides CDR-level information for all interaction types.

6.04 - Completed Callback Interaction Report - Detailed view of callback interactions with time, date & attempt information.

7.04 - Abandoned Interaction Report - Examining abandoned interaction based on user-defined thresholds.

7.05 - Contact Center Performance Report By Demand - 7.03 Queue metrics by demand.

What is an Agent Report?

An Agent report includes the key information about an agent such as logged-in time, break time, interactions handled, etc. For more information, please review the "Agent's Best Practices".  

Agent's Best Practices

Overview

Provides insight into key agent metrics, interaction performance, and time distribution.

Recommended Parameters

  • Selected Time Interval: Set your desired interval (the available choices depend on the time period selected).
  • Show Agent Details: Activates a detailed breakdown for each.
  • Show Empty Rows: Activate if you want blank rows for intervals with no data Set any specific Business Process or Agent level filtering.

Recommended Export Type

  • Excel

Key Report Information

  • Utilization: The percentage of Staffed Time that agents are either Busy handling an interaction or waiting for an interaction to arrive.

(Busy/Ready/Offered/Dialing/WaitingFor) ÷ (Staffed)

  • Occupancy: The percentage of time that agents are Busy handling an interaction divided by the total time that agents are either Busy handling an interaction or waiting for an interaction to arrive.

(Busy/Dialing/WaitingFor%) ÷ (Busy/Ready/WaitingFor%/Dialing/Offered)


1.01 - Detailed Agent Activity Report - Audit tracking including agent ACD state changes as well as interaction activity.

1.04 - Agents Break Report - Per agent listing of each break category, duration as well as date/time.

2.01 - Detailed Agent Interactions Report - Agent inbound and outbound interaction history.