The following table describes the statistic parameters (reporting elements) used on the panels.
Historical
Agencies, call centers, and services
| Call counts | |
|---|---|
| Parameter | Description |
| Abandoned calls above service level threshold | Total number of calls that failed to be transferred to an operator with a transfer hold duration greater than your service level limit. |
| Abandoned calls below service level threshold | Total number of calls that failed to be transferred to an operator with a transfer hold duration less than your service level limit. |
| Accounts attempted | Total number of unique account numbers that were attempted to be contacted. |
| Calls attempted | Total number of attempted calls. |
| Connected | Total number of connected calls. |
| Failed operator transfers | Total number of calls for which operator transfer failed. |
| In person | |
| Promise to pay calls | Total number of calls in which customers agreed to pay a certain amount of money (for example, when a payment had been overdue). |
| Right party contacts | Total number of calls that were made to the intended party. |
| Wrong party contacts | Total number of calls that were made to the unintended party. |
| Successful calls above service level threshold | Total number of calls that were transferred to an operator with a transfer hold duration greater than your service level limit. |
| Successful calls below service level threshold | Total number of calls that were transferred to an operator with a transfer hold duration less than your service level limit. |
| Successful operator transfers | Total number of calls that were transferred to an operator. |
| Total inbound calls | Total number of inbound (mobile originated) calls. |
| State durations | |
| Parameter | Description |
| Average abandon time | Average time that your customers waited in the queue before abandoning calls. |
| Average delay | Average time that your customers spent interacting with the IVR (Interactive Voice Response). |
| Average handle time | Average time that your agents spent handling calls from start to finish (including wrap-up time). |
| Average in call time | Average time that your agents spent on calls. |
| Average ready time | Average time that your agents were ready to place or receive calls (Ready state). |
| Average talk time | Average time that your agents spent talking to customers. This does not include hold or wrap-up time. |
| Average wrap up time | Average time that your agents spent wrapping up calls. |
| Hold time | Total time that your customers were placed on hold by agents during calls. |
| In call time | Total time that your agents spent on calls talking to customers. |
| IVR time | Total time that your customers spent interacting with the IVR before they were connected to an agent. |
| Not ready time | Total time that your agents were not ready to place or receive calls (Not Ready state). |
| Preview dial time | Total time that your agents spent previewing the dial options. |
| Ready time | Total time that your agents were ready to place or receive calls (Ready state). |
| Right party in call time | Total time that your agents spent on calls with the intended party. |
| Right party wrap up time | Total time that your agents spent wrapping up calls with the intended party. |
| Total time logged in | Total time that your agents were signed in. |
| Transfer time | Total time that your agents spent transferring calls. |
| Wrap up time | Total time that your agents spent wrapping up calls (Wrap Up state). |
| Parameter | Description |
| Conversion rate | Average number of promise-to-pay calls against the right party contacts. |
| FTE (Full-Time Equivalent) | Average time that your agents spent handling calls from start to finish (including wrap-up time) against a 6.5-hour workday. |
| Occupancy rate | Total time that your agents spent handling calls against the total time that they were signed in. |
| Percent abandon rate | Average number of abandoned calls below service level limit against the number of offered contacts. |
| Percent right party | Average number of calls that were made to the intended party against the number of offered contacts. |
| Percent service level | Average of the sum of the total abandoned calls below service level limit and total successful calls below service level limit against the number of handled contacts. |
Agents
| Statistic | |
|---|---|
| Parameter | Description |
| Calls handled | Total number of calls handled by your agents, from start to finish. |
| Inbound calls | Total number of inbound (mobile originated) calls. |
| Outbound calls | Total number of outbound (mobile terminated) calls. |
| Total offered | Total number of calls offered to your agents, which includes both handled calls and abandoned calls. |
| State durations | |
| Parameter | Description |
| Hold time | Total time that your customers were placed on hold by agents during calls. |
| In call time | Total time that your agents spent on calls talking to customers. |
| Not ready time | Total time that your agents were not ready to place or receive calls (Not Ready state). |
| Ready time | Total time that your agents were ready to place or receive calls (Ready state). |
| Total time logged in | Total time that your agents were signed in. |
| Transfer time | Total time that your agents spent transferring calls. |
| Wrap up time | Total time that your agents spent wrapping up calls (Wrap Up state). |
Real-time
Agencies, call centers, and services
| Call counts | |
|---|---|
| Parameter | Description |
| Dialable | Total number of contacts that are loaded into your service and whose numbers can be dialed. |
Loaded | Total number of contacts that are loaded into the service. |
| Remaining | Total number of dialable contacts whose numbers are remaining to be dialed. |
| Total abandoned | Total number of calls that customers disconnected (abandoned) before connecting to an agent. |
| Total calls abandoned within SLA | Total number of calls that were abandoned by your customers within your service level limit. |
| Total calls answered within SLA | Total number of calls that were answered by your agents within your service-level limit. |
| Total handled | Total number of calls that your agents handled. |
| Total offered | Total number of calls that were offered to your agents. This includes both handled calls and abandoned calls. |
| Durations | |
| Parameter | Description |
| Average duration to abandon | Total time of abandoned calls against the total number of abandoned calls. |
| Average handle duration | Total time of handled calls against the total number of handled calls. |
| Average speed of answer | Total time taken for calls to be answered against the total number of handled calls. |
| Average talk duration | Total time that your agents spent talking to your customers against the total number of handled calls. |
| Average wrap up duration | Total time that your agents spent wrapping up calls against the total number of handled calls. |
| Current activity | |
| Parameter | Description |
| Calls with agent | Total number of calls that are currently with agents. |
| Outbound CIP | Total number of outbound calls that are currently in progress. |
| Total agents | Total number of agents who are signed in to the service. |
| Total calls in queue | Total number of calls that are waiting to be transferred to an agent. |
| Parameter | Description |
| Abandon rate | Total number of offered calls against the total number of abandoned calls. |
| Percentage complete | Total number of contacts whose numbers are remaining to be dialed against the total number of contacts whose numbers can be dialed. |
| Queue time | Average time that calls were in the queue. |
| Service level | Your defined service level. |
Agents
| Parameter | Description |
|---|---|
| Agent login ID | Sign-in ID of the agent. |
| Call center ID | ID of the call center. |
| Call center name | Name of the call center. |
| Service ID | ID of the service. |
| Service name | Name of the service. |
| Current activity | |
| Parameter | Description |
| Account | Account number of the customer. |
| Agent skill | Skill that an agent has to attend to the customer. |
| Call type | Type of call (inbound or outbound). |
| Is agent monitored | Indicates if an agent is being monitored. |
| Phone | Phone number of the customer. |
| Reason code | Reason that an agent is not ready to place or receive calls. |
| Session ID | Session ID for the call. |
| State | Current state of an agent. |
| State duration | Total time that an agent has spent in their current state. |
| Counts | |
| Parameter | Description |
| Inbound calls | Total number of inbound (mobile originated) calls. |
| Outbound calls | Total number of outbound (mobile terminated) calls. |
| Total calls | Total number of all types of calls. |