341 Agent CC In Daily Answer Reference
Definition
This report shows the Contact Center Inbound references and handling (ACD & MR) on a daily basis for all contacts answered by agents. The focus is on the visualization about from where (CallType and skillgroups) the agent received a contact.
note
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
Main data source: Termination_Call_Detail
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| AgentID | ID of agent | |
| AgentFirstName | First name of agent | |
| AgentLastName | Surname of agent | |
| AgentName | Full name of agent (combination of surname and first name) | |
| AgentPeripheralNumber | Login name of agent (PeripheralNumber) | |
| AgentLoginName | Login name of agent (LoginName) | |
| AgentEnterpriseName | EnterpriseName of agent | |
| TeamID | ID of agent team (optional) | |
| TeamName | Name of agent team (optional) | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| Handled | Number of Contact Center tasks answered by agents (incremented upon completion of wrap-up) | |
| 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) | |
| SkillGroupID | ID of skill group (queue), where the task came from. With Precision Routing the ID of the Precision Queue + 900000. | |
| SkillGroupName | Name of skill group (queue), where the task came from. With Precision Routing the name of the Precision Queue incl. prefix '*PQ.'. | |
| SkillGroupType | Type of SkillGroup ('Normal', 'Outbound' or 'Special') | |
| 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 |