144 CallType Daily Wrapup Detail
Definition
Contact Center Inbound classifications and handling (ACD & MR) on a daily basis for answered contacts per CallType
note
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
This report shows Contact Center Inbound classification and treatment (ACD & MR) on a daily basis for answered contacts per CallType.
This report only has significance if agents do select a wrapup up reason for each call.
Main data source: Termination_Call_Detail
Screenshots
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) | |
| WrapupData | Classification which was set by the agent in the wrap-up stage or the concatenation of max. 5 ECE classifications of the handled activity | |
| Handled | Number of Contact Center tasks answered by agents (incremented upon completion of wrap-up) | |
| 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) | |
| 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 |
| 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 |
| Hold | Number of Contact Center tasks which were placed on hold at least once | |
| 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 |