Reporting

For visualization and data handling, FrontStage uses external services, which were developed right for these purposes, with the aim of maximal functionality and user-friendliness. Read more about particular services, how to use them, and what they can offer with our contact center.

Grafana

Grafana is a multiplatform analytical and interactive visualization web application. When connected to supported data sources, it provides graphs, charts and other visualizations and services.

Running reports from ReactClient

All available reports are listed within your supervisor application. To see them, open the “Reports” tab in the header. Each report has a short description of what you can expect in it. To run it, click on its name and a new window displaying the report will appear.

When opening reports for the first time, you have to log-in in order to use the service. You can use provided credentials or a Microsoft account. If you don’t have authorization yet, ask your administrator.

Next time, the browser should remember your credentials and you will see the report immediately.

Repot usage

A report window has three main areas:

1. Custom filters

2. Reporting tool functional buttons

3. Dashboard - area for the data itself, can be tables, charts, etc.

Custom filters

By using these filters, you will change the dataset grouping for rendering the tables, charts, and related calculations so you will see different output with different filters applied, because the base for the calculations was changed.

There’s always a name and currently applied value.

To select a new value, click on the current one to trigger a drop-down menu with available values.

If the drop-down menu contains a lot of values and you can’t see the one you are looking for, you can try quick search, by entering even a single character, that is incorporated in your searched value.

Some filters support more values filtered at once. You can tell, if that’s the case, by the present checkboxes. Simply check every value you want to filter and then click out of the drop-down menu area. The filters will be applied.

For a quick un-select, press the Selected (X) label at the top of the drop-down menu (“X” stands for number of filtered values).

An additional function of this label is, that when none value is selected, you can press it to select all the available values at once. This might be handy when you want to filter everything except one or two values. Another press will reset the selection to none.

Important

If you change the filter values and nothing happens, e.g. the data had not been recalculated, check the Refresh dashboard

Reporting tool functional buttons

Native Grafana user interface items, which were not adjusted in any way.

Current time range

The current time range, shows the time range currently displayed in the dashboard you are viewing. Hover your cursor over the field to see the exact time stamps in the range and their source (such as the local browser).

Click the current time range to change it. You can change the current time using a relative time range, such as the last 15 minutes, or an absolute time range, such as 2020-05-14 00:00:00 to 2020-05-15 23:59:59.

Refresh dashboard

Click the Refresh dashboard icon to immediately run every query on the dashboard and refresh the visualizations. The service cancels any pending requests when you trigger a refresh.

By default, the service does not automatically refresh the dashboard. Queries run on their own schedule according to the settings. However, if you want to regularly refresh the dashboard, then click the down arrow next to the Refresh dashboard icon and then select a refresh interval.

Dashboard

Every item on the dashboard (table or chart) has an interactive header, which offers some options:

1. View - displays the item in a detail

2. Share - shows pop-up window with share options

3. Inspect - lets you run a diagnostic panel, where several options are available. For our usage, the “download” option is the most useful one

Data download

From the header, open Inspect –> Data where you will see all the data, which were used to visualise the dashboard item. Before downloading the data, you have several options to set, that can affect the download outcome.

After pressing the Download CSV button, a local file will be stored to your PC.

Agent Performance reports

Set of reports that aim on agents as individuals.

Chat and Social IM

Filters:

• SLA Limit Chat - Affects SLA calculations for Chat records

• SLA Limit SM - Affects SLA calculations for Social IM records

• Type - displays the data according to the communication type. Chat or Social IM

• Aggregation Interval - divides the data into selected period, then presented in these periods per row

• ProjectGroup and Project - filters the displayed data according to inserted values

Available columns, all of them depend on the Aggregation Interval:

Column	Explanation
GroupingDate	Day-Time/Month/ Year - depends on the parameter “Aggregation Interval”
Year/Month/WeekN	Day of Week name/Month name/Week number
Answered	All incoming conversations that were actually handled by agents
% Answered	% of all incoming conversations that were handled by agents
% Accepted in SLA	% of all incoming conversations that were accepted by agents in selected SLA time
% First Reply in SLA	% of all incoming conversations that were actually answered by agents in SLA time
AWT for Accept	The average time that conversations had been waiting until they were accepted by agents for processing
AWT for First Reply	The average time that clients had been waiting until they received the first reply from the agent
AVG Alert Time	The average alert time of all the handled conversations
AVG Handling Time	The average handling time of all the handled conversations
AVG Client Replies	The average number of messages sent by a client per handled conversation
AVG Client Reply Length	The average number of characters in a message, sent by a client per handled conversation
AVG Agent Replies	The average number of messages sent by an agent per handled conversation
AVG Agent Reply Length	The average number of characters in a message, sent by an agent per handled conversation

Inbound calls

Filters:

• SLA Time Limit - Affects SLA calculations

• Aggregation Interval - divides the data into selected period, then presented in these periods per row

• ProjectGroup, Project, Pilot, Team, Agent - filters the displayed data according to inserted values

Available columns, all of them depend on the Aggregation Interval:

Column	Explanation
GroupingDate	Day-Time/Month/ Year - depends on the parameter “Aggregation Interval”
Year/Month/WeekN	Day of Week name/Month name/Week number
Answered Total	All handled inbound calls
Total Transf by Agents	All inbound calls that were handled and then transferred within CC or outside CC (SUM of both)
% Transf by Agents	% of the calculation above from all of the inbound calls
Transf within CC by Agent	All inbound calls that were handled by agents and then transferred within CC
Transf out CC by Agents	All inbound calls that were handled by agents and then transferred outside CC
Avg Ring Time	Average ring time of all handled inbound calls
Avg Talk Time	Average talk time of all handled inbound calls
Avg Hold Time	Average hold time of all handled inbound calls
Avg Wrap Time	Average post-call-work wrap time of all handled inbound calls
Avg Handling Time	Average Handling Time (ring+talk+hold+post call) of all handled inbound calls

Message detail

Filters:

• Aggregation Interval - divides the data into selected period, then presented in these periods per row

• ProjectGroup, Project, Team, Agent - filters the displayed data according to inserted values

Available columns, all of them depend on the Aggregation Interval:

Column	Explanation
GroupingDate	Day-Time/Month/ Year - depends on the parameter “Aggregation Interval”
Year/Month/WeekN	Day of Week name/Month name/Week number
Answered Total	All outgoing messages sent as an answer to incoming messages, including forwarded ones
Answered Replied	All outgoing messages sent as a reply to an incoming message
Answered Fwd	All outgoing forwarded messages
% in 24 hours	% of all messages answered within 24 hours
Avg Handling Time	The average message handling time – the average time that answered messages waited for a Reply (Reply Sent Time - Incoming Message Delivery Time)
Avg Wait Time	The average message waiting time – the average time that answered messages waited in a queue to be distributed and accepted for processing by an agent
Closed	All incoming messages that were closed without a reply
Spam	All incoming messages that were closed and marked as Spam
New Outgoing	All new outgoing messages
AHT Answered	Average Agent Handling Time of answered (and forwarded) messages (Reply Sent Time - Accepted Time)
AHT Closed	The average agent handling time of closed messages and closed without a reply messages (Closed Time - Accepted Time)
AHT Spam	The average agent handling time of messages marked as spam
AHT New Outgoing	The average agent handling time of new outgoing messages
Answered SMS	All SMS replies sent
New Out SMS	All new outbound SMS sent

Outbound calls

Filters:

• Aggregation Interval - divides the data into selected period, then presented in these periods per row

• ProjectGroup, Project, Outboun List, Team, Agent - filters the displayed data according to inserted values

Available columns, all of them depend on the Aggregation Interval:

Column	Explanation
GroupingDate	Day-Time/Month/ Year - depends on the parameter “Aggregation Interval”
Year/Month/WeekN	Day of Week name/Month name/Week number
Created	All Outgoing Calls that were created by agents or system
Distributed	All outgoing calls that were distributed to agents
Not Answered	All outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered etc.)
% Not Answered	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Avg Not Answ Ring	Average ringing time of all the not connected outgoing calls
Answered	All outgoing calls that were distributed to agents that were successful (i.e. answered by the client)
% Answered	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Total Transf by Agents	SUM of “Transf within CC by Agents” and “Transf out CC by Agents”
% Transf by Agents	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Transf within CC by Agents	All outbound calls that were handled by agents and then transferred within CC
Transf out CC by Agents	All outbound calls that were handled by agents and then transferred outside CC
Avg Ring Time	Average ringing time of all connected outgoing calls
Avg Hold Time	Average hold time of all connected outgoing calls
Avg Talk Time	Average talk time of all connected outgoing calls
Avg Wrap Time	Average post-call wrap time of all connected outgoing calls
Avg Handling Time	Average handling time (ring+talk+hold+post call) of all connected outgoing calls

Statuses

Filters:

• Aggregation Interval - divides the data into selected period, then presented in these periods per row

• SLA Time Limit - Affects SLA calculations

Available columns, all of them depend on the Aggregation Interval:

Column	Explanation
GroupingDate	Day-Time/Month/ Year - depends on the parameter “Aggregation Interval”
Year/Month/WeekN	Day of Week name/Month name/Week number
FirstLoginTime	Time when the agent logged into the CC for the first time
LastLogoffTime	Time when the agent logged out the CC for the last time
Total Logon	Total agent´s logon time
Total Ready	Total time, when agent was in a Ready state
% Total Ready	percentage of the Ready time from the Login duration
Total Pause	Total time, when agent was in a Pause state
% Total Pause	percentage of the Ready time from the Login duration

Based on your installation, this report will also display all of your particular agent states at the end of the table. Each state will have its own column. They represent a total time, that agent did spend in the particular state.

Summary

Filters:

• Aggregation Interval - divides the data into selected period, then presented in these periods per row

• SLA Time Limit - Affects SLA calculations

Available columns, all of them depend on the Aggregation Interval:

Column	Explanation
GroupingDate	Day-Time/Month/ Year - depends on the parameter “Aggregation Interval”
Year/Month/WeekN	Day of Week name/Month name/Week number
FirstLoginTime	Time when the agent logged into the CC for the first time
LastLogoffTime	Time when the agent logged out the CC for the last time
Missed Ringing In/C	Number of calls when the agent failed to answer the inbound/outbound call offer
Answered In (n)	Number of handled inbound calls by the agent
Answered Out (n)	Number of handled outbound calls by the agent
Not Answered Out (n)	Number of not-handled outbound calls by the agent
Transferred In/Out	Number of handled inbound calls that were transferred within CC/outside CC by the agent
Total Logon	Total agent´s logon time
Busy In	Total time, when agent was handling Inbound calls
Busy Out	Total time, when agent was handling Outbound calls
Total Busy	SUM of “Busy In” and “Busy Out”
% Total Busy	percentage of the Ready time from the Login duration
Total Idle	Total time, when agent was in an Idle state
% Total Idle	percentage of the Ready time from the Login duration
Total Ready	Total time, when agent was in a Ready state
% Total Ready	percentage of the Ready time from the Login duration
Total Pause	Total time, when agent was in a Pause state
% Total Pause	percentage of the Ready time from the Login duration

Based on your installation, this report will also display all of your particular agent states at the end of the table. Each state will have its own column. They represent a total time, that agent did spend in the particular state.

Contact Centre Performance reports

Set of reports, that aim on a contact centre as a whole.

Chat

Filters:

• SLA Limit Chat - Affects SLA calculations for Chat records

• SLA Limit SM - Affects SLA calculations for Social IM records

• Type - displays the data according to the communication type. Chat or Social IM

• Aggregation Interval - divides the data into selected period, then presented in these periods per row

• ProjectGroup and Project - filters the displayed data according to inserted values

Available columns, all of them depend on the Aggregation Interval:

Column	Explanation
GroupingDate	Day-Time/Month/ Year - depends on the parameter “Aggregation Interval”
Year/Month/WeekN	Day of Week name/Month name/Week number
Offered	All incoming conversations
Abandoned	All incoming conversations that were Lost, no agent accepted the conversation
% Abandoned	percentage of all incoming Lost conversations
AWT Abandoned	Average time in ICR + Queue of all lost incoming conversations
Answered	All incoming conversations that were actually handled by agents
% Answered	% of all incoming conversations that were handled by agents
% Accepted in SLA	% of all incoming conversations that were accepted by agents in selected SLA time
% First Reply in SLA	% of all incoming conversations that were actually answered by agents in SLA time
AWT for Accept	The average time that conversations had been waiting until they were accepted by agents for processing
AWT for First Reply	The average time that clients had been waiting until they received the first reply from the agent
AVG Alert Time	The average alert time of all the handled conversations
AVG Handling Time	The average handling time of all the handled conversations
AVG Client Replies	The average number of messages sent by a client per handled conversation
AVG Client Reply Length	The average number of characters in a message, sent by a client per handled conversation
AVG Agent Replies	The average number of messages sent by an agent per handled conversation
AVG Agent Reply Length	The average number of characters in a message, sent by an agent per handled conversation

Inbound calls

Filters:

• SLA Time Limit - Affects SLA calculations

• Aggregation Interval - divides the data into selected period, then presented in these periods per row

• ProjectGroup, Project, Pilot - filters the displayed data according to inserted values

Available columns, all of them depend on the Aggregation Interval:

Column	Explanation
GroupingDate	Day-Time/Month/ Year - depends on the parameter “Aggregation Interval”
Year/Month/WeekN	Day of Week name/Month name/Week number
Incoming Total	All inbound calls
Abandoned Total	Total inbound calls that were lost (in Pilot, IVR, Queue or in Distribution)
% Abandoned Total	percentage of metric above compared to Incoming Total
Abandoned in AA	All inbound calls that were lost in AA or Pilot
% Abandoned in AA	percentage of metric above compared to Incoming Total
Abandoned after AA	All inbound calls that were lost in a queue
% Abandoned after AA	percentage of metric above compared to Incoming Total
Avg Ab. Queue Time	Average time in AA + queue of all lost inbound calls
Answered Total	All handled inbound calls
% Answered	percentage of metric above compared to Incoming Total
Answered in SLA limit	All inbound calls that were handled by agents within SLA limit
% SLA	percentage of metric above compared to Incoming Total
Transferred in AA	All inbound calls that were transferred in AA
% Transf by AA	percentage of metric above compared to Incoming Total
Total Transf by Agents	All inbound calls that were handled and then transferred within CC or outside CC (SUM of both)
% Transf by Agents	% of the calculation above from all of the inbound calls
Transf within CC by Agent	All inbound calls that were handled by agents and then transferred within CC
Transf out CC by Agents	All inbound calls that were handled by agents and then transferred outside CC
Avg AA Time	Average time spent in AA of all handled inbound calls
Avg Queue Time	Average time spent in queue of all handled inbound calls
Avg Ring Time	Average ring time of all handled inbound calls
Avg Talk Time	Average talk time of all handled inbound calls
Avg Hold Time	Average hold time of all handled inbound calls
Avg Wrap Time	Average post-call-work wrap time of all handled inbound calls
Avg Handling Time	Average Handling Time (ring+talk+hold+post call) of all handled inbound calls

Note

AA is a different term for the IVR.

Message

Filters:

• Aggregation Interval - divides the data into selected period, then presented in these periods per row

• ProjectGroup, Project - filters the displayed data according to inserted values

Available columns, all of them depend on the Aggregation Interval:

Column	Explanation
GroupingDate	Day-Time/Month/ Year - depends on the parameter “Aggregation Interval”
Year/Month/WeekN	Day of Week name/Month name/Week number
New Delivered	Messages delivered
Answered Total	All outgoing messages sent as an answer to incoming messages, including forwarded ones
Answered Replied	All outgoing messages sent as a reply to an incoming message
Answered Fwd	All outgoing forwarded messages
% in 24 hours	% of all messages answered within 24 hours
Avg Handling Time	The average message handling time – the average time that answered messages waited for a Reply (Reply Sent Time - Incoming Message Delivery Time)
Avg Wait Time	The average message waiting time – the average time that answered messages waited in a queue to be distributed and accepted for processing by an agent
Closed	All incoming messages that were closed without a reply
Spam	All incoming messages that were closed and marked as Spam
New Outgoing	All new outgoing messages
AHT Answered	Average Agent Handling Time of answered (and forwarded) messages (Reply Sent Time - Accepted Time)
AHT Closed	The average agent handling time of closed messages and closed without a reply messages (Closed Time - Accepted Time)
AHT Spam	The average agent handling time of messages marked as spam
AHT New Outgoing	The average agent handling time of new outgoing messages
Answered SMS	All SMS replies sent
New Out SMS	All new outbound SMS sent

Outbound calls

Filters:

• Aggregation Interval - divides the data into selected period, then presented in these periods per row

• ProjectGroup, Project, Outboun List - filters the displayed data according to inserted values

Available columns, all of them depend on the Aggregation Interval:

Column	Explanation
GroupingDate	Day-Time/Month/ Year - depends on the parameter “Aggregation Interval”
Year/Month/WeekN	Day of Week name/Month name/Week number
Created	All Outgoing Calls that were created by agents or system
Distributed	All outgoing calls that were distributed to agents
Not Answered	All outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered etc.)
% Not Answered	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Avg Not Answ Ring	Average ringing time of all the not connected outgoing calls
Answered	All outgoing calls that were distributed to agents that were successful (i.e. answered by the client)
% Answered	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Total Transf by Agents	SUM of “Transf within CC by Agents” and “Transf out CC by Agents”
% Transf by Agents	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Transf within CC by Agents	All outbound calls that were handled by agents and then transferred within CC
Transf out CC by Agents	All outbound calls that were handled by agents and then transferred outside CC
Avg Ring Time	Average ringing time of all connected outgoing calls
Avg Hold Time	Average hold time of all connected outgoing calls
Avg Talk Time	Average talk time of all connected outgoing calls
Avg Wrap Time	Average post-call wrap time of all connected outgoing calls
Avg Handling Time	Average handling time (ring+talk+hold+post call) of all connected outgoing calls

Issue

The purpose of this report is to provide information on how many interactions and what type of interactions are needed on average to handle an issue.

Filters:

• Aggregation Interval - divides the data into selected period, then presented in these periods per row

• ProjectGroup, Project, Topic, Subtopic - filters the displayed data according to inserted values

Available columns, all of them depend on the Aggregation Interval:

Column	Explanation
GroupingDate	Day-Time/Month/Year - depends on the parameter “Aggregation Interval”
Year/Month/WeekN	Day of Week name/Month name/Week number
Created Total	All issues created by the agents or the system
Closed Total	Closed issue count
InProgress Total	Open issue count (status open, waiting or on hold)
Reactivated	Number of issues reactivated at one point in time at least once
% Closed	Percentage measurement of all the closed issues from all of the created ones.
Avg Handling Time	The average handling time of all the issues (time spent in states open, waiting or on hold)
Avg Time in New	Average issue time in the New state
Avg Time in Open	Average issue time in the Open state
Avg Time in Wait	Average issue time in the Wait state
Avg Time in Hold	Average issue time in the Hold state
Avg Interactions	The average interaction count for all the issues according to the Aggregation Interval parameter. By interaction, we mean calls, emails, etc.
Avg In Calls	The average inbound call count for all the issues selected according to the Aggregation Interval parameter.
Avg Out Calls	The average outbound call count for all the issues selected according to the Aggregation Interval parameter.
Avg Emails	The average email count for all the issues selected according to the Aggregation Interval parameter.
Avg Chats	The average chat count(Social or Web) for all the issues selected according to the Aggregation Interval parameter.
Avg Participating Agents	The average number of agents involved (e.g. agent1 - making an interaction, agent2 - writing a note, etc.) for all issues according to Aggregation Interval

Note

For more info about the statuses, see Phases and phase transitions.

SQL Server Reporting Services

“SQL Server Reporting Services” ( in the following referred to as SSRS) flexibly provides users with reports, which they can then run in a web browser on any device (or read via e-mail). For more information about SSRS, visit the official website .

Within FrontStage, this solution is delivered as standard in the case of local installation (on-premise) if Windows and MS SQL server technologies are used for it.

Repot usage

Each report has a set of filters that can be used to control it and set the desired output.

Below is a list of these filters, but each report contains only the filters relevant to its function.

Filters:

• Language - Language of the text in the generated report.

• Profile - The range of data to be evaluated by the report. You can choose predefined intervals or your own.

  • When “Today”, “Yesterday”, “This Week”, “This Month” and “Last Month” are selected, the evaluated range is displayed in From and To

  • When selecting “Free” you must enter your own range in From (for profile Free) and To (for profile Free)

• From (for profile Free) - Date FROM for profile “Free”. If NULL is checked, you must clear it to enter the value.

• To (for profile Free) - Date TO for profile “Free”. If NULL is checked, you must clear it to enter the value.

• From - Explicitly displayed date FROM for predefined profiles

• To - Explicitly displayed date TO for predefined profiles

• Interval - Aggregation of data in the generated report. It affects the way you will evaluate the data. You can group data by hours, days, weeks, months, and years. The available intervals depend on the type of report.

• Pilot - Filter on the pilot that passed the conversation to the contact center.

• Workgroup - Agent group filter. Each agent can be in one group, set in its profile.

• CrmMatch - A filter on records that have assigned a ContactID, which means they are a known customer

• Columns - You can choose which columns to generate in the report.

• Topic - If the conversation has an issue, filter the topic of the issue here.

• Subtopic - If the conversation has an issue, filter the subtopic of the issue here.

• Gateway - Filter the gateway that passed the conversation to the contact center.

• Team - Agent team filter. Each agent can be in one team, set in his profile, item TeamName.

• Project - Filtr on a “queue” assigned to the communication.

• OutboundList - Outbound campaign filter, related to calls.

• CallResultByAgent - Filter for call status, see. Outbound call statuses.

• Channel - Filter for conversation type, such as message, chat, etc.

• Type - For reports dealing with chat. Choice of “chat” or “social”.

Tip

If you change a filter value and the report disappears, use the button to generate it again.

Agent Performance reports

Set of reports that aim on agents as individuals.

Inbound calls by duration

Note

Can be found in the list as Agent_Performance_ByInboundDuration

Compares the number of handled inbound calls by duration.

Chat (social media)

Note

Can be found in the list as Agent_Performance_Chat_SocialMedia

Divides handled chat and IM conversations by teams and agents.

All of the data in available columns depend on the Interval parameter:

Category	Column	Explanation
Chat/Social Media	Date	Date related to the data on the row
Chat/Social Media	Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Chat	Offered	All incoming chat conversations
Chat	Lost	All inbound chat conversations that were lost, no agent accepted the conversation.
Chat	% Lost	% of All inbound lost chat conversations/ All inbound chat conversations
Chat	AWT Lost	Average time in ICR (Interactive chat response) + queue of all lost inbound conversations
Chat	Handled	All incoming conversations that were actually handled by agents
Chat	% Handled	% of all incoming chats that were handled by agents
Chat	% Accepted in 40s	% of all incoming conversations that were accepted by agents in selected time limit
Chat	% First Reply in 40s	% of all incoming conversations that were actually answered by agents in time limit
Chat	AWT for Accept	The average time that conversations had been waiting until they were accepted by agents for processing
Chat	AWT for First Reply	The average time that clients had been waiting until they received the first reply from the agent
Chat	AHT Client PoV	Average processing time from the client’s perspective, i.e. from the beginning to the end of the chat conversation.
Chat	AVG Alert Time	The average alert time of all the handled conversations
Chat	AHT Agent poV	The average processing time for all chat conversations handled from the agent’s perspective, i.e. from receipt to completion of the conversation.
Chat	AVG Client Replies	The average number of messages sent by a client per handled conversation
Chat	AVG Client Reply Length	The average number of characters in a message, sent by a client per handled conversation
Chat	AVG Agent Replies	The average number of messages sent by an agent per handled conversation
Chat	AVG Agent Reply Length	The average number of characters in a message, sent by an agent per handled conversation
Social media	Offered	All incoming IM conversations
Social media	Lost	All incoming IM conversations that were Lost, no agent accepted the conversation
Social media	% Lost	% of All incoming lost IM conversations / All incoming IM conversations
Social media	AWT Lost	Average time in ICR (Interactive Chat Response) + queue of all lost incoming IM conversations
Social media	Handled	All incoming IM conversations that were actually handled by agents
Social media	% Handled	% of all incoming IM conversations that were handled by agents
Social media	% Accepted in 40s	% of all incoming IM conversations that were accepted by agents in selected time limit
Social media	% First Reply in 40s	% of all incoming IM conversations that were actually answered by agents in time limit
Social media	AWT for Accept	The average time that conversations had been waiting until they were accepted by agents for processing
Social media	AWT for First Reply	The average time that clients had been waiting until they received the first reply from the agent
Social media	AHT Client PoV	Average processing time from the client’s perspective, i.e. from the beginning to the end of the IM conversation
Social media	AVG Alert Time	The average alert time of all the handled conversations
Social media	AHT Agent poV	Average processing time for all IM conversations handled from the agent’s perspective, i.e. from receipt to completion of the conversation.
Social media	AVG Client Replies	The average number of messages sent by a client per handled conversation
Social media	AVG Client Reply Length	The average number of characters in a message, sent by a client per handled conversation
Social media	AVG Agent Replies	The average number of messages sent by an agent per handled conversation
Social media	AVG Agent Reply Length	The average number of characters in a message, sent by an agent per handled conversation

Inbound Calls - processing

Note

Can be found in the list as Agent_Performance_Inbound

Divides handled inbound calls by teams and agents.

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Inbound Total	All inbound calls
Lost in IVR	All inbound calls that were lost in IVR or Pilot
% Lost in IVR	percentage of metric above compared to Incoming Total
Lost in Queue	All inbound calls that were lost in a queue
% Lost in Queue	percentage of metric above compared to Incoming Total
Lost IN	All the inbound calls that have been “lost”. No agent picked them up from Pilot, IVR, hold, or distribution queue.
Abandoned Rate	percentage of metric above compared to Incoming Total
AVG in IVR & QA Time	Average time in IVR + queue of all lost inbound calls
Handled in 20s	All inbound calls that were handled by agents within time limit
% SLA	percentage of metric above compared to Incoming Total
Handled Total	All handled inbound calls
% Served	percentage of metric above compared to Incoming Total
Transf within CC	All inbound calls that were handled by agents and then transferred within CC
Transf outside CC	All inbound calls that were handled by agents and then transferred outside CC
In IVR Time	Average time spent in IVR of all handled inbound calls
In Queue Time	Average time spent in queue of all handled inbound calls
Ring Time	Average ring time of all handled inbound calls
Talk Time	Average talk time of all handled inbound calls
Hold Time	Average hold time of all handled inbound calls
PcW Time	Average metadata filling time (“Post call wrap”) of all answered inbound calls
AHT (Average Handling Time)	Average Handling Time (ring+talk+hold+post call) of all handled inbound calls

Inbound calls - processing in detail

Note

Can be found in the list as Agent_Performance_Inbound_extended

Divides handled inbound calls by teams and agents.

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Inbound Total	All inbound calls
Lost in IVR	All inbound calls that were lost in IVR or Pilot
% Lost in IVR	percentage of metric above compared to Incoming Total
Lost in Queue	All inbound calls that were lost in a queue
% Lost in Queue	percentage of metric above compared to Incoming Total
Lost IN	All the inbound calls that have been “lost”. No agent picked them up from Pilot, IVR, hold, or distribution queue.
Abandoned Rate	percentage of metric above compared to Incoming Total
AVG in IVR & QA Time	Average time in IVR + queue of all lost inbound calls
Handled in 20s	All inbound calls that were handled by agents within time limit
% SLA	percentage of metric above compared to Incoming Total
Handled Total	All handled inbound calls
% Served	percentage of metric above compared to Incoming Total
Transf within CC	All inbound calls that were handled by agents and then transferred within CC
Transf outside CC	All inbound calls that were handled by agents and then transferred outside CC
In IVR Time	Average time spent in IVR of all handled inbound calls
In Queue Time	Average time spent in queue of all handled inbound calls
Ring Time	Average ring time of all handled inbound calls
Talk Time	Average talk time of all handled inbound calls
Hold Time	Average hold time of all handled inbound calls
PcW Time	Average metadata filling time (“Post call wrap”) of all answered inbound calls
AHT (Average Handling Time)	Average Handling Time (ring+talk+hold+post call) of all handled inbound calls
In IVR Time	Total time of handled inbound calls in IVR
In Queue Time	Total time of handled inbound calls in Queue
Ring Time	Total ringing time of all handled inbound calls
Talk Time	Total talk time of all handled inbound calls
Hold Time	Total hold time of all handled inbound calls
PcW Time	Total PcW (metadata) time of all handled inbound calls
AHT (Average Handling Time)	Total processing time (ring + call + hold + metadata) of all handled inbound calls

Messages

Note

Can be found in the list as Agent_Performance_Message

Divides handled emails and SMS by teams and agents.

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Total in Queue	Total number of emails in the queue on a given day - newly delivered emails on a given day + all other emails from the previous period that have not yet been answered (i.e. either not yet assigned and waiting in the queue, or already processed but not yet completed by the agent).
New Delivered	Emails delivered in the specified interval
% New Delivered	Percentage of the calculation above against “Total in Queue”
In Queue	All other emails from the previous interval that have not yet been answered (i.e. either they have not yet been assigned and are waiting in the queue, or they have already been processed but the agent has not yet completed them).
% In Queue	Percentage of the calculation above against “Total in Queue”
Answered	All outgoing messages sent as an answer to incoming messages, including forwarded ones
% in 24 hours	% of all messages answered within 24 hours
AHT	The average message handling time – the average time that answered messages waited for a Reply (Reply Sent Time - Incoming Message Delivery Time)
AWT	The average message waiting time – the average time that answered messages waited in a queue to be distributed and accepted for processing by an agent
Closed	All incoming messages that were closed without a reply
Spam	All incoming messages that were closed and marked as Spam
New Outgoing	All new outgoing messages
AHT Answered	Average Agent Handling Time of answered (and forwarded) messages (Reply Sent Time - Accepted Time)
AHT Closed	The average agent handling time of closed messages and closed without a reply messages (Closed Time - Accepted Time)
AHT Spam	The average agent handling time of messages marked as spam
AHT Out	The average agent handling time of new outgoing messages
SMS Answered	All SMS replies sent
SMS New Out	All new outbound SMS sent

Outbound Calls

Note

Can be found in the list as Agent_Performance_Outbound

Distributes handled outbound calls by team and agent.

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Created	All Outgoing Calls that were created by agents or system
Distributed	All outgoing calls that were distributed to agents
Not Connected	All outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered etc.)
% Not Connected	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Connected	All outgoing calls that were distributed to agents that were successful (i.e. answered by the client)
% Connected	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Transf within CC	All outbound calls that were handled by agents and then transferred within CC
Transf outside CC	All outbound calls that were handled by agents and then transferred outside CC
Ring Time	Average ringing time of all connected outgoing calls
Hold Time	Average hold time of all connected outgoing calls
Talk Time	Average talk time of all connected outgoing calls
PcP Wrap Time	Average post-call wrap time of all connected outgoing calls
AHT Time	Average handling time (ring+talk+hold+post call) of all connected outgoing calls

Outbound Calls - in detail

Note

Can be found in the list as Agent_Performance_Outbound_extended

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Created	All Outgoing Calls that were created by agents or system
Distributed	All outgoing calls that were distributed to agents
Not Connected	All outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered etc.)
% Not Connected	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Connected	All outgoing calls that were distributed to agents that were successful (i.e. answered by the client)
% Connected	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Transf within CC	All outbound calls that were handled by agents and then transferred within CC
Transf outside CC	All outbound calls that were handled by agents and then transferred outside CC
Ring Time	Average ringing time of all connected outgoing calls
Hold Time	Average hold time of all connected outgoing calls
Talk Time	Average talk time of all connected outgoing calls
PcP Wrap Time	Average post-call wrap time of all connected outgoing calls
AHT Time	Average handling time (ring+talk+hold+post call) of all connected outgoing calls
Ring Time	Total ringing time of all connected outgoing calls
Hold Time	Total hold time of all connected outgoing calls
Talk Time	Total talk time of all connected outgoing calls
PcP Wrap Time	Total post-call wrap(metadata) time of all connected outgoing calls
AHT Time	Total handling time (ring + talk + hold + post call) of all handled outgoing calls

Agent login status

Note

Can be found in the list as Agent_Performance_Statuses

Provides information related to the activity of the agent(s), such as the amount of time the agent spends in different states, total login time, first login time, etc.

Agent performance - summary

Note

Can be found in the list as Agent_Performance_Summary

Provides an overview of agent activity and performance by displaying key information from the in-depth reports listed above.

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Team name	Name of the team in which the agent is assigned
Agent name	The particular agent name
Inbound calls	Number of handled inbound calls
Outbound calls	Number of handled outbound calls by the agent
Missed Rings	Number of calls when the agent failed to answer the inbound/outbound call offer
Transferred calls	Number of handled inbound calls that were transferred within CC/outside CC by the agent
Answered Emails	Number of inbound emails answered by the agent
New Outgoing Emails	Number of new outbound emails sent by the agent
Login Time	Time when the agent logged into the CC for the first time
Logout Time	Time when the agent logged out the CC for the last time
Total Logon	Total agent´s logon time
Total Ready	Total time, when agent was in a Ready state
Total Not Ready	Total time, when agent was in an Idle state
Ready Time Detail	Total availability time divided into individual availability states, predefined in the administration
Not Ready Time Detail	Total idle time divided into individual idle states, predefined in the administration

Contact Centre Performance reports

Set of reports, that aim on a contact centre as a whole.

Chat (social media)

Note

Can be found in the list as CC_Performance_Chat_SocialMedia

Interaction volumes in chat and IM conversations, details of lost/lost conversations, key performance values, the average duration of different conversation phases, and the average number of messages and characters per chat session.

All of the data in available columns depend on the Interval parameter:

Category	Column	Explanation
Chat/Social Media	Date	Date related to the data on the row
Chat/Social Media	Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Chat	Offered	All incoming chat conversations
Chat	Lost	All inbound chat conversations that were lost, no agent accepted the conversation.
Chat	% Lost	% of All inbound lost chat conversations/ All inbound chat conversations
Chat	AWT Lost	Average time in ICR (Interactive chat response) + queue of all lost inbound conversations
Chat	Handled	All incoming conversations that were actually handled by agents
Chat	% Handled	% of all incoming chats that were handled by agents
Chat	% Accepted in 40s	% of all incoming conversations that were accepted by agents in selected time limit
Chat	% First Reply in 40s	% of all incoming conversations that were actually answered by agents in time limit
Chat	AWT for Accept	The average time that conversations had been waiting until they were accepted by agents for processing
Chat	AWT for First Reply	The average time that clients had been waiting until they received the first reply from the agent
Chat	AHT Client PoV	Average processing time from the client’s perspective, i.e. from the beginning to the end of the chat conversation.
Chat	AVG Alert Time	The average alert time of all the handled conversations
Chat	AHT Agent poV	The average processing time for all chat conversations handled from the agent’s perspective, i.e. from receipt to completion of the conversation.
Chat	AVG Client Replies	The average number of messages sent by a client per handled conversation
Chat	AVG Client Reply Length	The average number of characters in a message, sent by a client per handled conversation
Chat	AVG Agent Replies	The average number of messages sent by an agent per handled conversation
Chat	AVG Agent Reply Length	The average number of characters in a message, sent by an agent per handled conversation
Social media	Offered	All incoming IM conversations
Social media	Lost	All incoming IM conversations that were Lost, no agent accepted the conversation
Social media	% Lost	% of All incoming lost IM conversations / All incoming IM conversations
Social media	AWT Lost	Average time in ICR (Interactive Chat Response) + queue of all lost incoming IM conversations
Social media	Handled	All incoming IM conversations that were actually handled by agents
Social media	% Handled	% of all incoming IM conversations that were handled by agents
Social media	% Accepted in 40s	% of all incoming IM conversations that were accepted by agents in selected time limit
Social media	% First Reply in 40s	% of all incoming IM conversations that were actually answered by agents in time limit
Social media	AWT for Accept	The average time that conversations had been waiting until they were accepted by agents for processing
Social media	AWT for First Reply	The average time that clients had been waiting until they received the first reply from the agent
Social media	AHT Client PoV	Average processing time from the client’s perspective, i.e. from the beginning to the end of the IM conversation
Social media	AVG Alert Time	The average alert time of all the handled conversations
Social media	AHT Agent poV	Average processing time for all IM conversations handled from the agent’s perspective, i.e. from receipt to completion of the conversation.
Social media	AVG Client Replies	The average number of messages sent by a client per handled conversation
Social media	AVG Client Reply Length	The average number of characters in a message, sent by a client per handled conversation
Social media	AVG Agent Replies	The average number of messages sent by an agent per handled conversation
Social media	AVG Agent Reply Length	The average number of characters in a message, sent by an agent per handled conversation

Inbound Calls

Note

Can be found in the list as CC_Performance_Inbound

Inbound call volumes, details of lost, transferred and handled inbound calls, key performance indicators.

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Inbound Total	All inbound calls
Lost in IVR	All inbound calls that were lost in IVR or Pilot
% Lost in IVR	percentage of metric above compared to Incoming Total
Lost in Queue	All inbound calls that were lost in a queue
% Lost in Queue	percentage of metric above compared to Incoming Total
Lost IN	All the inbound calls that have been “lost”. No agent picked them up from Pilot, IVR, hold, or distribution queue.
Abandoned Rate	percentage of metric above compared to Incoming Total
AVG in IVR & QA Time	Average time in IVR + queue of all lost inbound calls
Handled in 20s	All inbound calls that were handled by agents within time limit
% SLA	percentage of metric above compared to Incoming Total
Handled Total	All handled inbound calls
% Served	percentage of metric above compared to Incoming Total
Transf within CC	All inbound calls that were handled by agents and then transferred within CC
Transf outside CC	All inbound calls that were handled by agents and then transferred outside CC
In IVR Time	Average time spent in IVR of all handled inbound calls
In Queue Time	Average time spent in queue of all handled inbound calls
Ring Time	Average ring time of all handled inbound calls
Talk Time	Average talk time of all handled inbound calls
Hold Time	Average hold time of all handled inbound calls
PcW Time	Average metadata filling time (“Post call wrap”) of all answered inbound calls
AHT (Average Handling Time)	Average Handling Time (ring+talk+hold+post call) of all handled inbound calls

Inbound Calls balance

Note

Can be found in the list as CC_Performance_Inbound_Chart_cumulative

It displays the volume of inbound calls at different time periods ( an hour, 30 minutes, 15 minutes) to help predict staff needs throughout the day.

Inbound Calls in detail

Note

Can be found in the list as CC_Performance_Inbound_extended

An extended version of the inbound calls, it includes the average and total duration of the different phases of the call.

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Inbound Total	All inbound calls
Lost in IVR	All inbound calls that were lost in IVR or Pilot
% Lost in IVR	percentage of metric above compared to Incoming Total
Lost in Queue	All inbound calls that were lost in a queue
% Lost in Queue	percentage of metric above compared to Incoming Total
Lost IN	All the inbound calls that have been “lost”. No agent picked them up from Pilot, IVR, hold, or distribution queue.
Abandoned Rate	percentage of metric above compared to Incoming Total
AVG in IVR & QA Time	Average time in IVR + queue of all lost inbound calls
Handled in 20s	All inbound calls that were handled by agents within time limit
% SLA	percentage of metric above compared to Incoming Total
Handled Total	All handled inbound calls
% Served	percentage of metric above compared to Incoming Total
Transf within CC	All inbound calls that were handled by agents and then transferred within CC
Transf outside CC	All inbound calls that were handled by agents and then transferred outside CC
In IVR Time	Average time spent in IVR of all handled inbound calls
In Queue Time	Average time spent in queue of all handled inbound calls
Ring Time	Average ring time of all handled inbound calls
Talk Time	Average talk time of all handled inbound calls
Hold Time	Average hold time of all handled inbound calls
PcW Time	Average metadata filling time (“Post call wrap”) of all answered inbound calls
AHT (Average Handling Time)	Average Handling Time (ring+talk+hold+post call) of all handled inbound calls
In IVR Time	Total time of handled inbound calls in IVR
In Queue Time	Total time of handled inbound calls in Queue
Ring Time	Total ringing time of all handled inbound calls
Talk Time	Total talk time of all handled inbound calls
Hold Time	Total hold time of all handled inbound calls
PcW Time	Total PcW (metadata) time of all handled inbound calls
AHT (Average Handling Time)	Total processing time (ring + call + hold + metadata) of all handled inbound calls

Issues

Note

Can be found in the list as CC_Performance_Issue

The purpose of this report is to provide information on how many interactions and what type of interactions are needed on average to handle an issue.

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Created	All issues created by the agents or the system
Closed	Number of all created issues that have been resolved
In Progress	Number of all created issues that have not yet been resolved (are in Open, Wait or Hold status)
Reactivated	Number of issues reactivated at one point in time at least once
% Closed	Percentage measurement of all the closed issues from all of the created ones.
Avg Handling Time	Average handling time of all processed issues(processing time in New, Open, Wait or Hold states)
Avg Time in New	Average issue time in the New state
Avg Time in Open	Average issue time in the Open state
Avg Time in Wait	Average issue time in the Wait state
Avg Time in Hold	Average issue time in the Hold state
Avg Interactions	The average interaction count for all the issues according to the Interval parameter. By interaction, we mean calls, emails, etc.
Avg In Calls	The average inbound call count for all the issues
Avg Out Calls	The average outbound call count for all the issues
Avg Emails	The average email count for all the issues
Avg Chats	The average chat count(Social or Web) for all the issues
Avg Participating Agents	The average number of agents involved (e.g. agent1 - making an interaction, agent2 - writing a note, etc.) for all issues

Note

For more info about the statuses, see Phases and phase transitions.

Messages

Note

Can be found in the list as CC_Performance_Message

Email interaction volume

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Total in Queue	Total number of emails in the queue on a given day - newly delivered emails on a given day + all other emails from the previous period that have not yet been answered (i.e. either not yet assigned and waiting in the queue, or already processed but not yet completed by the agent).
New Delivered	Emails delivered in the specified interval
% New Delivered	Percentage of the calculation above against “Total in Queue”
In Queue	All other emails from the previous interval that have not yet been answered (i.e. either they have not yet been assigned and are waiting in the queue, or they have already been processed but the agent has not yet completed them).
% In Queue	Percentage of the calculation above against “Total in Queue”
Answered	All outgoing messages sent as an answer to incoming messages, including forwarded ones
% in 24 hours	% of all messages answered within 24 hours
AHT	The average message handling time – the average time that answered messages waited for a Reply (Reply Sent Time - Incoming Message Delivery Time)
AWT	The average message waiting time – the average time that answered messages waited in a queue to be distributed and accepted for processing by an agent
Closed	All incoming messages that were closed without a reply
Spam	All incoming messages that were closed and marked as Spam
New Outgoing	All new outgoing messages
AHT Answered	Average Agent Handling Time of answered (and forwarded) messages (Reply Sent Time - Accepted Time)
AHT Closed	The average agent handling time of closed messages and closed without a reply messages (Closed Time - Accepted Time)
AHT Spam	The average agent handling time of messages marked as spam
AHT Out	The average agent handling time of new outgoing messages
SMS Answered	All SMS replies sent
SMS New Out	All new outbound SMS sent

Monthly overview

Note

Can be found in the list as CC_Performance_Monthly_Dashboard

Summary of monthly operations and KPIs across channels: voice inbound and outbound, email, SMS, chat, and IM. Focus on year-on-year trends.

Column	Explanation
In Handled	All inbound calls handled in the current month
% YtD Change	% of year-on-year evolution of the total number of calls handled
Transferred In	% of all the inbound calls handled in a given month that were transferred within the contact centre, below is the trend over the last year
Transferred Out	% of all inbound calls handled in a given month that were forwarded outside the contact centre, the trend for the last year is shown below
Inbound call trend chart	Year-on-year comparison of all inbound calls on a monthly basis (forecast, actual year, last year)
Inbound Calls by Project and Topic	All calls handled in the current month, broken down by call project and issue topic
Out Handled	All connected outbound calls made in the current month
% YtD Change	% of year-on-year evolution of the total number of connected outbound calls
Connected	% of all distributed outbound calls that were successfully connected to a client in a given month, the trend for the last year is shown below
AVG AHT	Average handling time of connected outbound calls in a given month, the trend for the last year is shown below
Outbound Call Trend Chart	A year-on-year comparison of all outbound calls connected/not connected (actual year, previous year) on a monthly basis
Outbound Calls by Project and Topic	All connected outbound calls in the current month, broken down by call project and issue topic.
@ Handled	All handled emails in the current month
% YtD Change	% of year-on-year evolution of the total number of handled e-mails
AVG AHT	Average handling time for all inbound emails responded to in a given month, below is the trend over the last year.
AVG AWT	The average wait time to be assigned an agent from all inbound emails responded to in a given month, below is the trend over the last year
Email Trend Chart	Year-on-year comparison of all answered and newly processed outbound emails (current year vs. last year) on a monthly basis
Emails by Project and Topic	All handled emails in the current month broken down by call project and issue topic
SLA Gauge	Indicator showing the achievement of the SLA target for inbound calls in a given month in %
AVG AHT	Average Handling Time (ring+talk+hold+post call) of all handled inbound calls in a given month
AVG Ring Time	Average ring time of all handled inbound calls in a given month
AVG Talk Time	Average talk time of all handled inbound calls in a given month
AVG Hold Time	Average waiting time for all handled inbound calls in a given month
AVG Post Call Wrap Time	Average post-call handling time for all inbound calls handled in a given month
SLA Trend Chart	SLA performance trend - last year’s performance vs. actual year, target indicator
Abandoned Rate Gauge	Indicator showing the rate of abandoned inbound calls while meeting the target in a given month in %
n Total Lost	Total number of lost inbound calls in a given month
Lost in IVR	% of all inbound calls in a given month that were lost in IVR or Pilot / All lost calls in a given month
Lost in Queue	% All inbound calls in a given month that were lost in queue / All lost calls in a given month
AVG Time in IVR	Average time in IVR of all lost inbound calls in a given month
AVG Time in Queue	Average queue time of all lost inbound calls in a given month
Abandoned Rate Trend Chart	Call abandonment rate trend - last year’s performance vs. actual year, target indicator

Outbound Calls

Note

Can be found in the list as CC_Performance_Outbound

Outbound call volume, detailing the success rate and average duration of the different call phases.

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Created	All Outgoing Calls that were created by agents or system
Distributed	All outgoing calls that were distributed to agents
Not Connected	All outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered etc.)
% Not Connected	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Connected	All outgoing calls that were distributed to agents that were successful (i.e. answered by the client)
% Connected	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Transf within CC	All outbound calls that were handled by agents and then transferred within CC
Transf outside CC	All outbound calls that were handled by agents and then transferred outside CC
Ring Time	Average ringing time of all connected outgoing calls
Hold Time	Average hold time of all connected outgoing calls
Talk Time	Average talk time of all connected outgoing calls
PcP Wrap Time	Average post-call wrap time of all connected outgoing calls
AHT Time	Average handling time (ring+talk+hold+post call) of all connected outgoing calls

Outbound Calls - in detail

Note

Can be found in the list as CC_Performance_Outbound_extended

The extended version for outbound calls includes, the average and total duration of the different call phases.

All of the data in available columns depend on the Interval parameter:

Column	Explanation
Date	Date related to the data on the row
Weekday/Month/Year	day of the week/month/year name - value depending on the Interval parameter
Created	All Outgoing Calls that were created by agents or system
Distributed	All outgoing calls that were distributed to agents
Not Connected	All outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered etc.)
% Not Connected	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Connected	All outgoing calls that were distributed to agents that were successful (i.e. answered by the client)
% Connected	% of all outgoing calls that were distributed to agents but were not successful (i.e. cancelled by agent, not connected, not answered by client etc.)
Transf within CC	All outbound calls that were handled by agents and then transferred within CC
Transf outside CC	All outbound calls that were handled by agents and then transferred outside CC
Ring Time	Average ringing time of all connected outgoing calls
Hold Time	Average hold time of all connected outgoing calls
Talk Time	Average talk time of all connected outgoing calls
PcP Wrap Time	Average post-call wrap time of all connected outgoing calls
AHT Time	Average handling time (ring+talk+hold+post call) of all connected outgoing calls
Ring Time	Total ringing time of all connected outgoing calls
Hold Time	Total hold time of all connected outgoing calls
Talk Time	Total talk time of all connected outgoing calls
PcP Wrap Time	Total post-call wrap(metadata) time of all connected outgoing calls
AHT Time	Total handling time (ring + talk + hold + post call) of all handled outgoing calls

Summary of all the channels.

Note

Can be found in the list as CC_Performance_Summary_short

It provides an overview of the performance of the entire contact centre by displaying key information from the detailed reports above.

First call resolution

Note

Can be found in the list as CC_Performance_FirstCallResolution

Shows how many inbound customer inquiries (within the same project) were handled during the first call (i.e., no subsequent inbound or outbound inquiries).

The available columns and charts always refer to the selected Period parameter:

Column	Explanation
Interval	last 24h/last 48h/last 7 days - according to the Period
Handled IN Calls	All handled inbound calls
Handled IN First Call	All completed inbound calls that were resolved in the first call by the client and a single agent (i.e., the call was not transferred to another agent or outside the contact center, nor was there another inbound call or outbound call from/to the same phone number within the same project).
% First Contact Resolution	% of inbound calls answered in the first call / All inbound calls answered
AHT First Contact	Average handling time (ring + call + hold + post-call time) of all calls handled on first contact with the client
Handled IN First Call and Transferred	All handled inbound calls that were handled in the customer’s first call, but were handled by more than 1 agent (i.e., transferred within the contact center) or transferred outside the contact center (no further inbound or outbound call from/to the same phone number within the same project).
% First Call Resolution	% Inbound calls answered in the first call with transfer / All answered inbound calls
AHT First Call	Average handling time (ring + call + hold + post-call time) of all calls handled in the first call with transfer
Handled in+out Multiple Calls	All calls handled if multiple inbound or outbound calls were made to/from the same phone number within the same project
Number of Clients	Number of clients whose inquiries were handled in multiple ( inbound + outbound) calls
AVG Call per Client	Average number of multiple calls answered ( inbound + outbound) per client
AHT MUltiple Calls	Average handling time (ring + call + hold + post-call time) of all calls handled in multiple inbound and outbound calls

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