221 Ent. CallType TimeZoneToday Performance
Definition
Contact Center Inbound key data (ACD & MR) for the current day per Enterprise CallType, based on the assigned time zone
Each selected Enterprise CallType is shown, even though it does not contain any data – so each value is shown as "0".
note
This report is only available if the time zone feature was installed
Main data source: 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) | |
| EnterpriseCallTypeTimeZone | Assigned time zone of the Enterprise call type | |
| 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 | |
| PerAnswered | Percentage of Contact Center tasks answered by agents | Answered / TotalCompleted |
| Abandoned | Number of Call Center calls which were ended by callers after the Short Call threshold (default 5 seconds) | |
| PerAbandoned | Percentage of Call Center calls which were ended by callers after the Short Call threshold (default 5 seconds) | Abandoned / TotalCompleted |
| ShortCalls | Number of Call Center calls which were ended by callers before the Short Call threshold (default 5 seconds) | |
| PerShortCalls | Percentage of Call Center calls which were ended by callers before the Short Call threshold (default 5 seconds) | ShortCalls / TotalCompleted |
| 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) | |
| PerForwarded | Percentage of Call Center calls which were forwarded to a different destination, e.g. external telephone number, voicemail, etc. (based on VRUProg3 and 4) | Forwarded / TotalCompleted |
| Other | Number of Contact Center tasks which were deliberately terminated in the script by the system, were assigned to agents without any acknowledgment of their arrival, however, or which the system was unable to assign and logged a fault | Terminated + Lost + Fault |
| PerOther | Percentage of Contact Center tasks which were deliberately terminated in the script by the system, were assigned to agents without any acknowledgment of their arrival, however, or which the system was unable to assign and logged a fault | (Terminated + Lost + Fault) / TotalCompleted |
| SLOffered | Total number of Contact Center tasks 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 | |
| SLAnsBefore | Number of Contact Center tasks which were answered within the Service Level threshold | |
| SLAbanBefore | Number of Call Center calls which were ended by callers after the Short Call threshold (default 5 seconds) and within the Service Level threshold | |
| ServiceLevel | The percentage of Contact Center tasks which were answered within the Service Level threshold. Contacts which are terminated ("hung up") before the target time are ignored. | SLAnsBefore / (SLOffered - SLAbanBefore) |
| ServiceLevelNegImp | The percentage of Contact Center tasks 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. | SLAnsBefore / SLOffered |
| ServiceLevelPosImp | The percentage of Contact Center tasks which were answered or ended by callers within the Service Level threshold. | (SLAnsBefore + SLAbanBefore) / SLOffered |
| Availability | Total percentage of Contact Center tasks which were answered. Forwarded tasks, system errors and tasks which were terminated ("hung up") before the target time are ignored. | Answered / (Answered + Abandoned - SLAbanBefore) |
| Extended Availability | Total percentage of Contact Center tasks which were answered or forwarded. System errors and tasks which were terminated ("hung up") before the target time are ignored. | (Answered + Forwarded) / (Answered + Forwarded + Abandoned - SLAbanBefore) |
| ReducedAvailability | Total percentage of Contact Center tasks which were answered. Forwarded tasks and system errors are ignored. | Answered / (Answered + Abandoned) |
| TotWaitTime | Waiting time in seconds until Contact Center tasks were answered or Call Center calls were ended by callers | |
| AvgTotWaitTime | Average waiting time in seconds until Contact Center tasks were answered or Call Center calls were ended by callers | TotWaitTime / (Answered + Abandoned) |
| 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 |
| AbanWaitTime | Waiting time in seconds until Call Center calls were ended by callers | |
| AvgAbanWaitTime | Average waiting time in seconds until Call Center calls were ended by callers | AbanWaitTime / Abandoned |
| MaxWaitTime | Longest waiting time in seconds for this interval until a Contact Center task was answered or Call Center call was ended by the caller | |
| MaxQueued | Maximum number of Contact Center tasks which were concurrently in the queue in this interval | |
| RONA | Number of Contact Center tasks which were assigned to the agent, but not answered within a reasonable time (RONA timeout) (contains RONA and Requery) | |
| Transferred | Number of Contact Center tasks which were answered by agents and subsequently forwarded | |
| SFinishRate | Percentage of the answered Contact Center tasks which were not forwarded (self handled) | (Handled - Transferred) / Handled |
| 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 |