211 Ent. CallType RealTime and Today Performance
Definition
Contact Center Inbound key data (ACD & MR) in real time and for the current day based on the locally configured b+s time zone per Enterprise CallType (To5=moving window of last 5 minutes, Today=daily summary values based on interval data)
This report shows Contact Center Inbound key data (ACD & MR) in real time and for the current day, based on the locally configured b+s time zone. These data are displayed per CallType for the past 5 minutes as well as the current day as a summary based on interval data, to avoid data being reset due to the midnight refresh.
Each selected CallType is shown, even though it does not contain any data – so each value is shown as "0".
Main data sources: Call_Type_Real_Time, Call_Type_Interval
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| EnterpriseCallTypeID | ID of Enterprise call type (corresponds to the ID of the group of Call Center Services) | |
| EnterpriseCallTypeName | Name of Enterprise call type (corresponds to the name of the group of Call Center Services) | |
| ECTDescription | Description of Enterprise call type (can be used as a short display name or as a sort order criteria within Dashboards) | |
| InQueueNow | Number of pending Contact Center tasks in the queue | |
| AtAgentNow | Number of Contact Center tasks which are currently being handled by agents (incl. wrap-up) | |
| LongestQueueTime | Waiting time in seconds of Contact Center tasks which have been waiting the longest in the queue | |
| TotalCallsTo5 | Total number of received Contact Center tasks of the last 5 minutes (corresponds to TotalCompleted, is calculated, however, from Offered - conventional RONA) | |
| AnsweredTo5 | Number of Contact Center tasks of the last 5 minutes answered by agents | |
| PerAnsweredTo5 | Percentage of Contact Center tasks of the last 5 minutes answered by agents | AnsweredTo5 / TotalCallsTo5 |
| AbandonedTo5 | Number of Call Center calls of the last 5 minutes which were ended by callers after the Short Call threshold (default 5 seconds) | |
| PerAbandonedTo5 | Percentage of Call Center calls of the last 5 minutes which were ended by callers after the Short Call threshold (default 5 seconds) | AbandonedTo5 / TotalCallsTo5 |
| TotWaitTimeTo5 | Waiting time in seconds of the last 5 minutes until Contact Center tasks were answered or Call Center calls were ended by callers | |
| AvgTotWaitTimeTo5 | Average waiting time in seconds of the last 5 minutes until Contact Center tasks were answered or Call Center calls were ended by callers | TotWaitTimeTo5 / (AnsweredTo5 + AbandonedTo5) |
| AnsWaitTimeTo5 | Waiting time in seconds of the last 5 minutes until Contact Center tasks were answered | |
| AvgAnsWaitTimeTo5 | Average waiting time in seconds of the last 5 minutes until Contact Center tasks were answered | AnsWaitTimeTo5 / AnsweredTo5 |
| AbanWaitTimeTo5 | Waiting time in seconds of the last 5 minutes until Call Center calls were ended by callers | |
| AvgAbanWaitTimeTo5 | Average waiting time in seconds of the last 5 minutes until Call Center calls were ended by callers | AbanWaitTimeTo5 / AbandonedTo5 |
| HandledTo5 | Number of Contact Center tasks of the last 5 minutes answered by agents (incremented upon completion of wrap-up) | |
| HandleTimeTo5 | Total handling time of Contact Center tasks in seconds of the last 5 minutes from answering to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgHandleTimeTo5 | Average total handling time of Contact Center tasks in seconds of the last 5 minutes from answering to end of wrap-up (sum of talk, hold and wrap-up time) | HandleTimeTo5 / HandledTo5 |
| SLOfferedTo5 | Total number of Contact Center tasks of the last 5 minutes 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 | |
| SLAnsBeforeTo5 | Number of Contact Center tasks of the last 5 minutes which were answered within the Service Level threshold | |
| SLAbanBeforeTo5 | Number of Call Center calls of the last 5 minutes which were ended by callers after the Short Call threshold (default 5 seconds) and within the Service Level threshold | |
| ServiceLevelTo5 | The percentage of Contact Center tasks in the last 5 minutes which were answered within the Service Level threshold Contacts which are terminated ("hung up") before the target time are ignored. | SLAnsBeforeTo5 / (SLOfferedTo5 - SLAbanBeforeTo5) |
| ServiceLevelNegImpTo5 | The percentage of Contact Center tasks in the last 5 minutes 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. | SLAnsBeforeTo5 / SLOfferedTo5 |
| ServiceLevelPosImpTo5 | The percentage of Contact Center tasks in the last 5 minutes which were answered or ended by callers within the Service Level threshold. | (SLAnsBeforeTo5 + SLAbanBeforeTo5) / SLOfferedTo5 |
| AvailabilityTo5 | Total percentage of Contact Center tasks in the last 5 minutes which were answered. Forwarded tasks, system errors and tasks which were terminated ("hung up") before the target time are ignored. | AnsweredTo5 / (AnsweredTo5 + AbandonedTo5 - SLAbanBeforeTo5) |
| ReducedAvailabilityTo5 | Total percentage of Contact Center tasks in the last 5 minutes which were answered. Forwarded tasks and system errors are ignored. | AnsweredTo5 / (AnsweredTo5 + AbandonedTo5) |
| TotalCallsToday | Total number of received Contact Center tasks for the current day (corresponds to TotalCompleted) | |
| AnsweredToday | Number of Contact Center tasks for the current day answered by agents | |
| PerAnsweredToday | Percentage of Contact Center tasks for the current day answered by agents | AnsweredToday / TotalCallsToday |
| AbandonedToday | Number of Call Center calls for the current day which were ended by callers after the Short Call threshold (default 5 seconds) | |
| PerAbandonedToday | Percentage of Call Center calls for the current day which were ended by callers after the Short Call threshold (default 5 seconds) | AbandonedToday / TotalCallsToday |
| TotWaitTimeToday | Waiting time in seconds for the current day until Contact Center tasks were answered or Call Center calls were ended by callers | |
| AvgTotWaitTimeToday | Average waiting time in seconds for the current day until Contact Center tasks were answered or Call Center calls were ended by callers | TotWaitTimeToday / (AnsweredToday + AbandonedToday) |
| AnsWaitTimeToday | Waiting time in seconds for the current day until Contact Center tasks were answered | |
| AvgAnsWaitTimeToday | Average waiting time in seconds for the current day until Contact Center tasks were answered | AnsWaitTimeToday / AnsweredToday |
| AbanWaitTimeToday | Waiting time in seconds for the current day until Call Center calls were ended by callers | |
| AvgAbanWaitTimeToday | Average waiting time in seconds for the current day until Call Center calls were ended by callers | AbanWaitTimeToday / AbandonedToday |
| HandledToday | Number of Contact Center tasks for the current day answered by agents (incremented upon completion of wrap-up) | |
| HandleTimeToday | Total handling time of Contact Center tasks in seconds for the current day from answering to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgHandleTimeToday | Average total handling time of Contact Center tasks in seconds for the current day from answering to end of wrap-up (sum of talk, hold and wrap-up time) | HandleTimeToday / HandledToday |
| SLOfferedToday | Total number of Contact Center tasks for the current day 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 | |
| SLAnsBeforeToday | Number of Contact Center tasks for the current day which were answered within the Service Level threshold | |
| SLAbanBeforeToday | Number of Call Center calls for the current day which were ended by callers after the Short Call threshold (default 5 seconds) and within the Service Level threshold | |
| ServiceLevelToday | The percentage of Contact Center tasks for the current day which were answered within the Service Level threshold Contacts which are terminated ("hung up") before the target time are ignored. | SLAnsBeforeToday / (SLOfferedToday - SLAbanBeforeToday) |
| ServiceLevelNegImpToday | The percentage of Contact Center tasks for the current day 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. | SLAnsBeforeToday / SLOfferedToday |
| ServiceLevelPosImpToday | The percentage of Contact Center tasks for the current day which were answered or ended by callers within the Service Level threshold. | (SLAnsBeforeToday + SLAbanBeforeToday) / SLOfferedToday |
| AvailabilityToday | Total percentage of Contact Center tasks for the current day which were answered. Forwarded tasks, system errors and tasks which were terminated ("hung up") before the target time are ignored. | AnsweredToday / (AnsweredToday + AbandonedToday - SLAbanBeforeToday) |
| ReducedAvailabilityToday | Total percentage of Contact Center tasks for the current day which were answered. Forwarded tasks and system errors are ignored. | AnsweredToday / (AnsweredToday + AbandonedToday) |