449 Team Daily DN Calls
Definition
This report shows a daily summary of all incoming and outgoing direct calls (DN Incoming / Outgoing), which are not made on the basis of a held ACD call, including relevant data per team, agent per day.
This report can be used as an entry point to further analyze each call.
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
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Drilldowns
- 309 Agent Detail DN Calls (field InCalls)
- 309 Agent Detail DN Calls (field OutCalls)
Field description
| Field name | Description | Formula |
|---|---|---|
| TeamID | ID of agent team | |
| TeamName | Name of agent team | |
| 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 | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| InCalls | Total number of incoming direct calls received | |
| InHandled | Number of direct calls answered by agents, where the HandleTime was at least 1 minute | |
| PerInHandled | Percentage of direct calls answered by agents, where the HandleTime was at least 1 minute | (InHandled - InShortHandled) / InCalls |
| InShortHandled | Number of direct calls answered by agents, where the HandleTime was less than 1 minute | |
| PerInShortHandled | Percentage of direct calls answered by agents, where the HandleTime was less than 1 minute | InShortHandled / InCalls |
| InForwarded | Number of forwarded direct calls on the basis of RONA or FONA | |
| PerInForwarded | Percentage of forwarded direct calls on the basis of RONA or FONA | InForwarded / InCalls |
| InAbandoned | Number of direct calls canceled by callers | |
| PerInAbandoned | Percentage of direct calls canceled by callers | InAbandoned / InCalls |
| InHandleTime | Total handling time in seconds for incoming direct calls from answering to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgInHandleTime | Average handling time in seconds for incoming direct calls from answering to end of wrap-up (sum of talk, hold and wrap-up time) | InHandleTime / InHandled |
| InTalkTime | Time in seconds which incoming direct calls are actively connected (call duration without hold time) | |
| AvgInTalkTime | Average time in seconds which incoming direct calls are actively connected (call duration without hold time) | InTalkTime / InHandled |
| PerInTalkTime | Percentage of which incoming direct calls are actively connected (call duration without hold time) | InTalkTime / InHandleTime |
| InHoldTime | Time in seconds which incoming direct calls are on hold (e.g. for queries) | |
| AvgInHoldTime | Average time in seconds which incoming direct calls are on hold (e.g. for queries) | InHoldTime / InHandled |
| PerInHoldTime | Percentage of which incoming direct calls are on hold (e.g. for queries) | InHoldTime / InHandleTime |
| InWrapupTime | Time in seconds which incoming direct calls are in the wrap-up stage (after active calls until agents are available again) | |
| AvgInWrapupTime | Average time in seconds which incoming direct calls are in the wrap-up stage (after active calls until agents are available again) | InWrapupTime / InHandled |
| PerInWrapupTime | Percentage of which incoming direct calls are in the wrap-up stage (after active calls until agents are available again) | InWrapupTime / InHandleTime |
| InRingTime | Time in seconds which incoming direct calls are presented to agents | |
| AvgInRingTime | Average time in seconds which incoming direct calls are presented to agents | InRingTime / InCalls |
| InTransferred | Number of incoming direct calls which were forwarded after being answered by an agent | |
| InSelfFinishRate | Percentage of answered direct calls which were not forwarded ("self handled") | (InHandled - InTransferred) / InHandled |
| OutCalls | Total number of outgoing calls | |
| OutNonDialed | Number of outgoing calls where the line is busy but the number was not dialed | |
| PerOutNonDialed | Percentage of outgoing calls where the line is busy but the number was not dialed | OutNonDialed / OutCalls |
| OutHandled | Number of outgoing calls which were answered by the destination number and where the HandleTime was at least 1 minute | |
| PerOutHandled | Percentage of outgoing calls which were answered by the destination number and where the HandleTime was at least 1 minute | (OutHandled - OutShortHandled) / OutCalls |
| OutShortHandled | Number of outgoing calls which were answered by the destination number and where the HandleTime was less than 1 minute | |
| PerOutShortHandled | Percentage of outgoing calls which were answered by the destination number and where the HandleTime was less than 1 minute | OutShortHandled / OutCalls |
| OutForwarded | Number of outgoing calls which were forwarded by the destination number on the basis of RONA or FONA | |
| PerOutForwarded | Percentage of outgoing calls which were forwarded by the destination number on the basis of RONA or FONA | OutForwarded / OutCalls |
| OutAbandoned | Number of outgoing calls which were canceled before being answered | |
| PerOutAbandoned | Percentage of outgoing calls which were canceled before being answered | OutAbandoned / OutCalls |
| OutHandleTime | Total handling time in seconds for outgoing calls from answering to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgOutHandleTime | Average handling time in seconds for outgoing calls from answering to end of wrap-up (sum of talk, hold and wrap-up time) | OutHandleTime / OutHandled |
| OutTalkTime | Time in seconds which outgoing calls are actively connected (call duration without hold time) | |
| AvgOutTalkTime | Average time in seconds which outgoing calls are actively connected (call duration without hold time) | OutTalkTime / OutHandled |
| PerOutTalkTime | Percentage of which outgoing calls are actively connected (call duration without hold time) | OutTalkTime / OutHandleTime |
| OutHoldTime | Time in seconds which outgoing calls are on hold (e.g. for queries) | |
| AvgOutHoldTime | Average time in seconds which outgoing calls are on hold (e.g. for queries) | OutHoldTime / OutHandled |
| PerOutHoldTime | Percentage of which outgoing calls are on hold (e.g. for queries) | OutHoldTime / OutHandleTime |
| OutWrapupTime | Time in seconds which outgoing calls are in the wrap-up stage (after active calls until agents are available again) | |
| AvgOutWrapupTime | Average time in seconds which outgoing calls are in the wrap-up stage (after active calls until agents are available again) | OutWrapupTime / OutHandled |
| PerOutWrapupTime | Percentage of which outgoing calls are in the wrap-up stage (after active calls until agents are available again) | OutWrapupTime / OutHandleTime |
| OutDelayTime | Time in seconds for which the line is busy and call set-up is effected for outgoing calls | |
| AvgOutDelayTime | Average time in seconds for which the line is busy and call set-up is effected for outgoing calls | OutDelayTime / OutCalls |
| OutTransferred | Number of outgoing calls which were forwarded by the caller after answering | |
| OutSelfFinishRate | Percentage of outgoing calls which were not forwarded by the caller after answering ("self handled") | (OutHandled - OutTransferred) / OutHandled |