141 CallType Daily Distribution
Definition
Contact Center Inbound key data (ACD & MR) on a historical interval basis per CallType and day
note
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
This report shows a part of the Contact Center Inbound key data (ACD & MR) based on historical intervals per CallType. The focus of this report is on the visualization of the time that calls have been waiting in the queue before being answered or abandoned. The waiting time is divided into 9 time intervals. The time period of those 9 time intervals can be defined by the system administrator.
Main data source: Call_Type_Interval
Screenshots
Drilldowns
- 130 CallType Interval Performance (field TotalCompleted)
- 131 CallType Interval Distribution (field AvgAnsWaitTime)
- 131 CallType Interval Distribution (field AvgAbanWaitTime)
- 132 CallType Interval Call Treatment (field Other)
- 132 CallType Interval Call Treatment (field ServiceLevel)
- 143 CallType Daily Answer Reference (field Answered)
Field description
| Field name | Description | Formula |
|---|---|---|
| CallTypeID | ID of call type (corresponds to the ID of the Call Center Service) | |
| CallTypeName | Name of call type (corresponds to the name of the Call Center Service) | |
| CallTypeDescription | Description of call type (could be used in Dashboards as a sort order criteria or to display an abbreviation) | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| Offered | Number of assignments of Contact Center tasks to this call type (multiple assignment for the same call possible [flow counter]) | |
| Out | Number of Contact Center tasks which were then assigned to a different call type | |
| PickRequests | Number of Contact Center tasks which were successfully assigned to this call type due to the "pick function" | |
| PullRequests | Number of Contact Center tasks which were successfully assigned to this call type due to the "pull function" | |
| TotalCompleted | Total number of completed Contact Center tasks (sum of Handled + Abandoned + ShortCalls + Forwarded + Terminated + Lost + Fault) | |
| Answered | Number of Contact Center tasks answered by agents | |
| PerAnswered | Percentage of Contact Center tasks answered by agents | Answered / TotalCompleted |
| AnsweredPrimaryQ | Number of Contact Center tasks from the mapped PrimaryQueues answered by agents | |
| PerAnsweredPrimaryQ | Percentage of Contact Center tasks from the mapped PrimaryQueues answered by agents | AnsweredPrimaryQ / TotalCompleted |
| Unanswered | Number of unanswered Contact Center tasks (sum of Abandoned + ShortCalls + Forwarded + Terminated + Lost + Fault) | |
| PerUnanswered | Percentage of unanswered Contact Center tasks | Unanswered / TotalCompleted |
| Abandoned | Number of Call Center calls which were ended by callers after the Short Call threshold (default 5 seconds) | |
| PerAbandoned | Percentage of Call Center calls which were ended by callers after the Short Call threshold (default 5 seconds) | Abandoned / TotalCompleted |
| ShortCalls | Number of Call Center calls which were ended by callers before the Short Call threshold (default 5 seconds) | |
| PerShortCalls | Percentage of Call Center calls which were ended by callers before the Short Call threshold (default 5 seconds) | ShortCalls / TotalCompleted |
| Forwarded | Number of Call Center calls which were forwarded to a different destination, e.g. external telephone number, voicemail, etc. (based on VRUProg3 and 4) | |
| PerForwarded | Percentage of Call Center calls which were forwarded to a different destination, e.g. external telephone number, voicemail, etc. (based on VRUProg3 and 4) | Forwarded / TotalCompleted |
| 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 |
| PerOther | Percentage 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) / TotalCompleted |
| Terminated | Number of Contact Center tasks which were deliberately terminated in the script by the system (e.g. after announcements or in the event of a fault) | |
| Lost | Number of Contact Center tasks which were assigned to agents, without any acknowledgment of their arrival, however (e.g. if telephone sets are redirected) | |
| Fault | Number of Contact Center tasks which the system was unable to assign or logged a fault at the agent desktop | |
| PickErrors | Number of Contact Center tasks which failed due to the "pick function" and where an error occurred | |
| PullErrors | Number of Contact Center tasks which failed due to the "pull function" and where an error occurred | |
| SLThreshold | Service Level threshold in seconds | |
| SLOffered | Total number of Contact Center tasks which are used to calculate the Service Level. Includes completed tasks in the CallType without Short Calls, including classical RONA (not Requery), regardless of the service level threshold | |
| SLAnsBefore | Number of Contact Center tasks which were answered within the Service Level threshold | |
| SLAnsAfter | Number of Contact Center tasks which were answered after the Service Level threshold | |
| SLAbanBefore | Number of Call Center calls which were ended by callers after the Short Call threshold (default 5 seconds) and within the Service Level threshold | |
| SLAbanAfter | Number of Call Center calls which were ended by callers after the Service Level threshold | |
| 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) |
| Extended Availability | 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) |
| PrimaryQueueAvailability | Number of Contact Center tasks which were answered from the mapped PrimaryQueues in percent. System errors and tasks which were terminated ("hung up") before the target time are ignored. | AnsweredPrimaryQ / (Answered + Abandoned - SLAbanBefore + Forwarded) |
| PrimaryQueueRate | Percentage of Contact Center calls which were answered from the mapped PrimaryQueues | AnsweredPrimaryQ / Answered |
| TotWaitTime | Waiting time in seconds until Contact Center tasks were answered or Call Center calls were ended by callers | |
| AvgTotWaitTime | Average waiting time in seconds until Contact Center tasks were answered or Call Center calls were ended by callers | TotWaitTime / (Answered + Abandoned) |
| AnsWaitTime | Waiting time in seconds until Contact Center tasks were answered | |
| AvgAnsWaitTime | Average waiting time in seconds until Contact Center tasks were answered | AnsWaitTime / Answered |
| AbanWaitTime | Waiting time in seconds until Call Center calls were ended by callers | |
| 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 | |
| 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) | |
| Hold | Number of Contact Center tasks which were placed on hold at least once | |
| NonHold | Number of Contact Center tasks which were never placed on hold | |
| NonHoldRate | Percentage of Contact Center tasks which were never placed on hold | NonHold / Handled |
| AvgHoldDuration | Average time in seconds for held Contact Center tasks | HoldTime / Hold |
| Transferred | Number of Contact Center tasks which were answered by agents and subsequently forwarded | |
| SFinishRate | Percentage of the answered Contact Center tasks which were not forwarded (self handled) | (Handled - Transferred) / Handled |
| Handled | Number of Contact Center tasks answered by agents (incremented upon completion of wrap-up) | |
| PerHandled | Percentage of Contact Center tasks answered by agents (incremented upon completion of wrap-up) | Handled / TotalCompleted |
| HandledPrimaryQ | Number of Contact Center tasks from the mapped PrimaryQueues answered by agents | |
| PerHandledPrimaryQ | Percentage of Contact Center tasks from the mapped PrimaryQueues answered by agents | HandledPrimaryQ / TotalCompleted |
| QHandled | Number of answered Contact Center tasks which were assigned to agents from the queue | |
| QAbandoned | Number of Call Center calls which were ended in the queue by callers | |
| PerQueued | Percentage of Contact Center tasks which had to wait in the queue | (QHandled + QAbandoned) / (Handled + QAbandoned) |
| HandleTime | Total handling time of Contact Center tasks in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | |
| HandleTimePrimaryQ | Total handling time of Contact Center tasks from the mapped PrimaryQueues in seconds from answering to end of wrap-up | |
| AvgHandleTime | Average 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 |
| AvgHandleTimePrimaryQ | Average handling time of Contact Center tasks from the mapped PrimaryQueues in seconds from answering to end of wrap-up | HandleTimePrimaryQ / HandledPrimaryQ |
| TalkTime | Time in seconds which Contact Center tasks are active (call duration without hold time) | |
| AvgTalkTime | Average time in seconds which Contact Center tasks are active (call duration without hold time) | TalkTime / Handled |
| PerTalkTime | Percentage of which Contact Center tasks are active (call duration without hold time) | TalkTime / HandleTime |
| HoldTime | Time in seconds which Contact Center tasks are on hold (e.g. for queries) | |
| AvgHoldTime | Average time in seconds which Contact Center tasks are on hold (e.g. for queries) | HoldTime / Handled |
| PerHoldTime | Percentage of which Contact Center tasks are on hold (e.g. for queries) | HoldTime / HandleTime |
| WrapupTime | Time in seconds which Contact Center tasks are in the wrap-up stage (after active Contact Center tasks until agents are available again) | |
| AvgWrapupTime | Average time in seconds which Contact Center tasks are in the wrap-up stage (after active Contact Center tasks until agents are available again) | WrapupTime / Handled |
| PerWrapupTime | Percentage of which Contact Center tasks are in the wrap-up stage (after active Contact Center tasks until agents are available again) | WrapupTime / HandleTime |
| VRUProg1 | Customer-specific measurement with VRUProgress-Variable1 | |
| VRUProg2 | Customer-specific measurement with VRUProgress-Variable2 | |
| VRUProg3 | Customer-specific measurement with VRUProgress-Variable3 | |
| VRUProg4 | Customer-specific measurement with VRUProgress-Variable4 | |
| VRUProg5 | Customer-specific measurement with VRUProgress-Variable5 | |
| VRUProg6 | Customer-specific measurement with VRUProgress-Variable6 | |
| VRUProg7 | Customer-specific measurement with VRUProgress-Variable7 | |
| VRUProgTot | Total of customer-specific measurements with VRUProgress-Variables 1-7 | |
| IntID | ID of the interval profile which contains intervals 1 to 9 (bucket intervals) | |
| Int1 | Upper threshold for interval 1 in seconds | |
| AnsInt1 | Number of Contact Center tasks answered within interval 1 | |
| AbanInt1 | Number of Call Center calls ended by callers within interval 1 | |
| Int2 | Upper threshold for interval 2 in seconds | |
| AnsInt2 | Number of Contact Center tasks answered within interval 2 | |
| AbanInt2 | Number of Call Center calls ended by callers within interval 2 | |
| Int3 | Upper threshold for interval 3 in seconds | |
| AnsInt3 | Number of Contact Center tasks answered within interval 3 | |
| AbanInt3 | Number of Call Center calls ended by callers within interval 3 | |
| Int4 | Upper threshold for interval 4 in seconds | |
| AnsInt4 | Number of Contact Center tasks answered within interval 4 | |
| AbanInt4 | Number of Call Center calls ended by callers within interval 4 | |
| Int5 | Upper threshold for interval 5 in seconds | |
| AnsInt5 | Number of Contact Center tasks answered within interval 5 | |
| AbanInt5 | Number of Call Center calls ended by callers within interval 5 | |
| Int6 | Upper threshold for interval 6 in seconds | |
| AnsInt6 | Number of Contact Center tasks answered within interval 6 | |
| AbanInt6 | Number of Call Center calls ended by callers within interval 6 | |
| Int7 | Upper threshold for interval 7 in seconds | |
| AnsInt7 | Number of Contact Center tasks answered within interval 7 | |
| AbanInt7 | Number of Call Center calls ended by callers within interval 7 | |
| Int8 | Upper threshold for interval 8 in seconds | |
| AnsInt8 | Number of Contact Center tasks answered within interval 8 | |
| AbanInt8 | Number of Call Center calls ended by callers within interval 8 | |
| Int9 | Upper threshold for interval 9 in seconds | |
| AnsInt9 | Number of Contact Center tasks answered within interval 9 | |
| AbanInt9 | Number of Call Center calls ended by callers within interval 9 | |
| AnsInt10, AnsIntX | Number of Contact Center tasks answered over interval 9 | |
| AbanInt10, AbanIntX | Number of Call Center calls ended by callers over interval 9 | |
| MRFirstIn | Number of media routing tasks which have entered the system for the first time (corresponds to VRUProg1 + VRUProg6) | |
| MRRerouteRestart | Number of media routing tasks which were placed in the queue again after a system restart (corresponds to VRUProg2) | |
| MRRerouteTimeout | Number of media routing tasks which were placed in the queue again on the basis of system limits such as maximum waiting time (corresponds to VRUProg4) | |
| MRRerouteReject | Number of media routing tasks which were declined by agents or placed in the queue again due to RONA (corresponds to VRUProg5) | |
| MRRerouteOther | Number of media routing tasks which were placed in the queue again for different reasons (corresponds to VRUProg7) |