145 CallType Daily Recaller
Definition
This report shows the Contact Center Inbound volume and counting of the same initial ANI (caller) for the same CallType per CallType and day. Based on this report you can find out if and how often the same number called the same services and how the outcome was.
note
Data selection is limited to a maximum of one week from the starting point
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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
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) | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| 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 Variable10) | |
| 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 | |
| WithoutIniANICompleted | Number of completed Contact Center tasks where an initial ANI was not present | |
| PerWithoutIniANICompleted | Percentage of completed Contact Center tasks where InitialANI was not present | WithoutIniANICompleted / TotalCompleted |
| IniANISuccessRate | Percentage of initial ANI, which were answered at least once | DiffIniANIAnswered / DiffIniANICompleted |
| TotIniANICompleted | Number of completed Contact Center tasks where an initial ANI was present | |
| DiffIniANICompleted | Number of different initial ANI completed | |
| IniANICompleted1 | Number of Contact Center tasks where the same initial ANI was completed 1 time | |
| IniANICompleted2 | Number of Contact Center tasks where the same initial ANI was completed 2 times | |
| IniANICompleted3 | Number of Contact Center tasks where the same initial ANI was completed 3 times | |
| IniANICompleted4 | Number of Contact Center tasks where the same initial ANI was completed 4 times | |
| IniANICompleted5 | Number of Contact Center tasks where the same initial ANI was completed 5 times | |
| IniANICompletedx | Number of Contact Center tasks where the same initial ANI was completed more than 5 times | |
| MaxIniANICompleted | Maximum number of completion counts for the same initial ANI | |
| TopIniANICompleted | Most completed initial ANI | |
| ReCompleted | Number of Contact Center tasks where the same initial ANI was completed again (from second time) | |
| ReCompletedRate | Percentage of Contact Center tasks where the same initial ANI was completed again (from second time) | ReCompleted / TotIniANICompleted |
| TotIniANIAnswered | Number of answered Contact Center tasks where an initial ANI was present | |
| DiffIniANIAnswered | Number of different initial ANI answered | |
| IniANIAnswered1 | Number of Contact Center tasks where the same initial ANI was answered 1 time | |
| IniANIAnswered2 | Number of Contact Center tasks where the same initial ANI was answered 2 times | |
| IniANIAnswered3 | Number of Contact Center tasks where the same initial ANI was answered 3 times | |
| IniANIAnswered4 | Number of Contact Center tasks where the same initial ANI was answered 4 times | |
| IniANIAnswered5 | Number of Contact Center tasks where the same initial ANI was answered 5 times | |
| IniANIAnsweredx | Number of Contact Center tasks where the same initial ANI was answered more than 5 times | |
| MaxIniANIAnswered | Maximum number of answer counts for the same initial ANI | |
| TopIniANIAnswered | Most answered initial ANI | |
| ReAnswered | Number of Contact Center tasks where the same initial ANI was answered again (from second time) | |
| ReAnsweredRate | Percentage of Contact Center tasks where the same initial ANI was answered again (from second time) | ReAnswered / TotIniANIAnswered |
| TotIniANIAbandoned | Number of abandoned Contact Center tasks where an initial ANI was present | |
| DiffIniANIAbandoned | Number of different initial ANI abandoned | |
| IniANIAbandoned1 | Number of Contact Center tasks where the same initial ANI was abandoned 1 time | |
| IniANIAbandoned2 | Number of Contact Center tasks where the same initial ANI was abandoned 2 times | |
| IniANIAbandoned3 | Number of Contact Center tasks where the same initial ANI was abandoned 3 times | |
| IniANIAbandoned4 | Number of Contact Center tasks where the same initial ANI was abandoned 4 times | |
| IniANIAbandoned5 | Number of Contact Center tasks where the same initial ANI was abandoned 5 times | |
| IniANIAbandonedx | Number of Contact Center tasks where the same initial ANI was abandoned more than 5 times | |
| MaxIniANIAbandoned | Maximum number of abandon counts for the same initial ANI | |
| TopIniANIAbandoned | Most abandoned initial ANI | |
| ReAbandoned | Number of Contact Center tasks where the same initial ANI was abandoned again (from second time) | |
| ReAbandonedRate | Percentage of Contact Center tasks where the same initial ANI was abandoned again (from second time) | ReAbandoned / TotIniANIAbandoned |