121 CallType Intraday Staffing
Definition
Contact Center Inbound key data (ACD & MR) as the sum of all selected CallTypes for the current day based on the locally configured b+s time zone per interval
This report shows Contact Center Inbound key data (ACD & MR) as sum of all selected CallTypes per interval for the current day. This provides an intraday visualization.
note
Optionally, set the time filter in the filter dialogue to your business hours to only show these data. Leave the "Date Range" on Today, as this report only works for the current day.
Main data source: Call_Type_Interval
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| DateTime | Date and start time of the interval sum | |
| Date | Date of the interval sum | |
| Time | Start time of the interval sum | |
| CallsToStaff | Number of Contact Center tasks which should have been handled | Answered + Abandoned - SLAbanBefore + Forwarded |
| TimeToStaff | Net requirement in hours which would have been necessary to handle the Contact Center tasks (gross results from efficiency and capacity utilization of the agents) | (Answered + Abandoned - SLAbanBefore + Forwarded) * AvgHandleTime / 3600 |
| Offered | Number of assignments of Contact Center tasks to this call type (multiple assignment for the same call possible [flow counter]) | |
| RONA | Number of Contact Center tasks which were assigned to the agent, but not answered within a reasonable time (RONA timeout) (contains RONA and Requery) | |
| TotalCompleted | Total number of completed Contact Center tasks (sum of Handled + Abandoned + ShortCalls + Forwarded + Other) | |
| Answered | Number of Contact Center tasks answered by agents | |
| Abandoned | Number of Call Center calls which were ended by callers after the Short Call threshold (default 5 seconds) | |
| ShortCalls | Number of Call Center calls which were ended by callers before the Short Call threshold (default 5 seconds) | |
| Forwarded | Number of Call Center calls which were forwarded to a different destination, e.g. external telephone number, voicemail, etc. (based on VRUProg3, 4 and 7) | |
| Other | Number of Contact Center tasks which were deliberately terminated in the script by the system, were assigned to agents without any acknowledgment of their arrival, however, or which the system was unable to assign or logged a fault at the agent desktop | Terminated + Lost + Fault |
| ServiceLevel | The percentage of Contact Center tasks which were answered within the Service Level threshold. Contacts which are terminated ("hung up") before the target time are ignored. | SLAnsBefore / (SLOffered - SLAbanBefore) |
| ServiceLevelNegImp | The percentage of Contact Center tasks which were answered within the Service Level threshold. Contacts which are terminated ("hung up") before the target time have a negative impact to the Service Level. | SLAnsBefore / SLOffered |
| ServiceLevelPosImp | The percentage of Contact Center tasks which were answered or ended by callers within the Service Level threshold. | (SLAnsBefore + SLAbanBefore) / SLOffered |
| Availability | Total percentage of Contact Center tasks which were answered. Forwarded tasks, system errors and tasks which were terminated ("hung up") before the target time are ignored. | Answered / (Answered + Abandoned - SLAbanBefore) |
| ExtendedAvailability | Total percentage of Contact Center tasks which were answered or forwarded. System errors and tasks which were terminated ("hung up") before the target time are ignored. | (Answered + Forwarded) / (Answered + Forwarded + Abandoned - SLAbanBefore) |
| ReducedAvailability | Total percentage of Contact Center tasks which were answered. Forwarded tasks and system errors are ignored. | Answered / (Answered + Abandoned) |
| AvgTotWaitTime | Average waiting time in seconds until Contact Center tasks were answered or Call Center calls were ended by callers | TotWaitTime / (Answered + Abandoned) |
| AvgAnsWaitTime | Average waiting time in seconds until Contact Center tasks were answered | AnsWaitTime / Answered |
| AvgAbanWaitTime | Average waiting time in seconds until Call Center calls were ended by callers | AbanWaitTime / Abandoned |
| MaxWaitTime | Longest waiting time in seconds for this interval until a Contact Center task was answered or Call Center call was ended by the caller | |
| MaxQueued | Maximum number of Contact Center tasks which were concurrently in the queue in this interval | |
| SFinishRate | Percentage of the answered Contact Center tasks which were not forwarded (self handled) | (Answered - Transferred) / Answered |
| AvgHandleTime | Average total handling time of Contact Center tasks in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | HandleTime / Handled |