133 CallType Interval Answered by SkillGroup
Definition
This report shows Contact Center Inbound volumes and the handling of answered tasks (ACD & MR) based on historical intervals per CallType and SkillGroup/Precision Queue.
Main data source: Call_Type_SG_Interval
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) | |
| 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') | |
| DateTime | Date and start time of the interval sum | |
| Date | Date of the interval sum | |
| Time | Start time of the interval sum | |
| DoW | Weekday of the interval sum (1 Mon - 7 Sun) | |
| Answered | Number of Contact Center tasks answered by agents | |
| 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 |
| 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 |