147 CallType Daily Top ANI
Definition
This report shows the Contact Center Inbound volume and counting of the same initial ANI (caller) for the selected CallTypes per CallType and day. Based on this report you can find out which of the max. 1000 callers called the services the most and how the outcome was.
Output is limited to the top 1000 ANIs
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
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Drilldowns
- 102 CallType Detail (field TotalCompleted)
Field description
| Field name | Description | Formula |
|---|---|---|
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| 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) | |
| InitialANI | Telephone number of caller or sender of the first route request when entering the system (begin of contact) | |
| InitialANI2ndFilter | InitialANI to be used as a second filter criteria | |
| InitialANI3rdFilter | InitialANI to be used as a third filter criteria | |
| MediaID | ID of medium for the contact | |
| MediaName | Name of the medium for the contact (e.g. Cisco_Voice, Email, VoiceMail, Chat, Callback, etc.) | |
| TotalCompleted | Total number of completed Contact Center tasks (sum of Answered + Abandoned + ShortCalls + Forwarded + Terminated + Lost + Fault) | |
| 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 and 4) | |
| 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 and logged a fault | |
| WaitTime | Waiting time in seconds from searching for an agent until the task has been answered or ended | |
| MinWaitTime | Shortest waiting time in seconds from searching for an agent until the task has been answered or ended | |
| MaxWaitTime | Longest waiting time in seconds from searching for an agent until the task has been answered or ended | |
| AvgWaitTime | Average waiting time in seconds from searching for an agent until the task has been answered or ended | WaitTime / TotalCompleted |
| HandleTime | Total handling time in seconds from answering to end of wrap-up | |
| MinHandleTime | Shortest handling time in seconds from answering to end of wrap-up | |
| MaxHandleTime | Longest handling time in seconds from answering to end of wrap-up | |
| AVGHandleTime | Average handling time in seconds from answering to end of wrap-up | HandleTime / Answered |
| Transfers | Number of Contact Center tasks which were answered by agents and subsequently forwarded |