043 Contact End Daily Performance by Ent. CT
Definition
This report shows a daily summary over the most important KPIs (Key Performance Indicators) from a customer perspective per Enterprise CallType and per day of contact completion. The data may still change until the contacts are completed.
note
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
Main data sources: Route_Call_Detail and Termination_Call_Detail
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| EnterpriseCallTypeID | ID of the Enterprise CallType, to which the first Service Level call types of the contacts are assigned to (entry in the system if destination unknown) | |
| EnterpriseCallTypeName | Name of the Enterprise CallType, to which the first Service Level call types of the contacts are assigned to (entry in the system if destination unknown) | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| ShortCallThreshold | Time limit in seconds within which the contacts are shown as an unanswered ShortCall (Short Abandoned) | |
| Contacts | Total number of contacts | |
| Completed | Number of contacts answered and completed by agents | |
| PerCompleted | Percentage of contacts answered and completed by agents | Completed / Contacts |
| Handled | Number of contacts answered by agents but not yet completed | |
| PerHandled | Percentage of first contacts answered by agents but not yet completed | Handled / Contacts |
| Abandoned | Number of contacts which were ended by callers after the ShortCall Threshold | |
| PerAbandoned | Percentage of contacts which were ended by callers after the ShortCall Threshold | Abandoned / Contacts |
| ShortCalls | Number of contacts which were ended by callers within the ShortCall Threshold | |
| PerShortCalls | Percentage of contacts which were ended by callers within the ShortCall Threshold | ShortCalls / Contacts |
| Forwarded | Number of contacts which were forwarded to a different destination, e.g. external telephone number, voicemail, etc. | |
| PerForwarded | Percentage of contacts which were forwarded to a different destination, e.g. external telephone number, voicemail, etc. | Forwarded / Contacts |
| Other | Number of contacts which were handled in a different way (deliberate termination by the system, system error or still in the system) | |
| PerOther | Percentage of contacts which were handled in a different way (deliberate termination by the system, system error or still in the system) | Other / Contacts |
| ServiceLevelThreshold | Smallest Service Level Threshold of the containing CallTypes in seconds (some CallTypes may have greater values) | |
| SLCompBefore | Number of contacts which were answered and completed within the ServiceLevelThreshold | |
| SLAnsBefore | Number of contacts which were answered within the ServiceLevelThreshold | |
| SLForwardBefore | Number of contacts which were forwarded within the ServiceLevelThreshold | |
| SLAbanBefore | Number of contacts which were canceled within the ServiceLevelThreshold | |
| CompletionLevel | Percentage of contacts which were answered and completed by the Contact Center within the target time. Contacts which are terminated ("hung up" before the target time) are ignored. | SLCompBefore / (Contacts - SLForwardBefore - SLAbanBefore) |
| ServiceLevel | Percentage of contacts which were answered by the Contact Center within the target time. Contacts which are terminated ("hung up" before the target time) are ignored. | SLAnsBefore / (Contacts - SLForwardBefore - SLAbanBefore) |
| Availability | As a percentage, how many contacts were answered by the Contact Center. Abandoned contacts before the target time are ignored. | Handled / (Contacts - SLForwardBefore - SLAbanBefore) |
| ExtendedAvailability | As a percentage, how many contacts were answered by the Contact Center or forwarded to a new destination. Abandoned contacts before the target time are ignored. | (Handled + Forwarded) / (Contacts - SLAbanBefore) |
| Transferred | Number of contacts which were forwarded after being answered by the first agent. | |
| FirstCallFinishRate | Percentage of contacts which were able to be handled by the first agent without forwarding (without consideration of the result) | (Completed + Handled - Transferred) / (Completed + Handled) |
| RONAs | How often contacts are assigned to agents, but not answered within a reasonable time (RONA timeout) (contains RONA and Requery) | |
| Transfers | How often contacts were forwarded after being answered by agents | |
| FirstWaitTime | Waiting time in seconds from searching for an agent until the contact is answered, forwarded or terminated for the first time | |
| AvgFirstWaitTime | Average waiting time in seconds from searching for an agent until the contact is answered, forwarded or terminated for the first time | FirstWaitTime / Contacts |
| MaxWaitTime | Longest waiting time in seconds until a contact is answered, forwarded, canceled or terminated for the first time | |
| TotalTalkTime | Total time in seconds which contacts are actively handled (call duration without hold time) until transfer to an unmonitored destination | |
| AvgTotalTalkTime | Average time in seconds which contacts are actively handled (call duration without hold time) until transfer to an unmonitored destination | TotalTalkTime / Handled |
| TotalHoldTime | Total time in seconds which contacts are placed on hold (e.g. for queries) until transfer to an unmonitored destination | |
| AvgTotalHoldTime | Average time in seconds which contacts are placed on hold (e.g. for queries) until transfer to an unmonitored destination | TotalHoldTime / Handled |
| TotalOnwardWaitTime | Total time in seconds which contacts have to continue to wait after the first answer (in the queue or ringing at agents' extensions) | |
| AvgTotalHoldTime | Average time in seconds which contacts have to continue to wait after the first answer (in the queue or ringing at agents' extensions) | TotalOnwardWaitTime / Handled |
| CompletionDuration | Time in seconds from searching for an agent until the contacts are completed by an agent | |
| AvgCompletionDuration | Average time in seconds from searching for an agent until the contacts are completed by an agent | CompletionDuration / Completed |
| MaxCompletionDuration | Longest time in seconds from searching for an agent until the contacts are completed by an agent | CompletionDuration / Completed |