Service Efficiency Report

• Provides detailed information regarding performance of services or call centers using agent desktop by combining agent level activity with service productivity metrics to determine effectiveness of campaigns.
• To access the service Efficiency Report click on the Service Efficiency Report link from the Review tab of Navigation Panel. It takes you to the service Efficiency Reports Search tool to choose the parameters for the report.

No criteria selections are required to generate the report.

• Date Range –  Enables you to type in dates or choose them using the calendar drop down buttons. The calendar allows you to select the start and end date range.
• Advanced Date Configuration – Clicking on the link next to the calendar button will open the Advanced Date Configuration selection interface. 
  • Multiple sequential or non-sequential dates can be selected using the Multiple option.  You may enter dates in the format of MM/DD/YYYY or select them using the calendar button.
• Call Center –  Select a call center with a drop down menu. Multi-Call Center Selection can be performed by using the hyperlink titled Show Multi-Call Center Selection.
  • Multiple Call Center Selection – Clicking on the link below the Call Center drop down menu will open the multiple call center selection window
    • Multiple Call Centers can be easily chosen by holding down the CTRL key when making selections.
    • You may sort call centers in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one service or call center at a time using the single arrow buttons or all services/call centers with the multiple arrow buttons.
• Service –  A particular service can be selected using the service drop down box. If a part i cular call center is selected prior to selecting a service, services only available for that particular call center will appear.
  • Multiple service Selection – Clicking on the link below the service drop down menu will open the multiple service selection window:  
    • Multiple services can be easily chosen by holding down the CTRL key when making selections.
    • You may sort services in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
• Generate Chart  – Provides a graphical view of key metrics found in the service Efficiency Report. 
  • Group by Interval – The setting allows you to take one service and break out a single day worth of data into 30 minute or 1 hour intervals.  Only one service and one day of data can be generated when the Group by Interval is selected.
• Breakdown by Call Center/service  – The setting allows the breakdown of each call center's activity rather than just a total for the enterprise.
• Service Type – You can select a service type to search for.
• Service group (SG) -  SG is the system that defines which outbound services agents should be logged into to receive the calls from inbound services as well as outbound blending.  Adding the ability to group the reports' metrics based on the SG allows better visibility into the agents' efficiency across all services (including inbound) they may have been working.

• Generate Report – After your selection parameters are chosen, you can generate the report by clicking on Generate Report button located at the bottom of the page. This takes you to the report below. The report will generate with the 5 distinct data categories:
  • • Agent Productivity
    • Connect Rate
    • Connects
    • Productivity Stats
    • Billing

• Agent Productivity: provides aggregated agent level productivity metrics for the parameters requested within the report

Date: The date the data represents 
Agent Productivity Time (Min): Total time in minutes the agents spent in an "In Call", "Wrap Up', or "Ready" state 
In Call (Min): Total time in minutes all agents were "In Call" state 
Wrap Up (Min): Total time in minutes all agents were "Wrap Up" state 
Ready (Min): Total time in minutes all agents were "Ready" state
Not Ready (Min): Total time in minutes all agents were in "Not Ready" state
In Call %: Total amount of time the agents spent "In Call" state divided by the Agent Productive Time
Wrap Up %: Total amount of time the agents spent in a "Wrap Up" state divided by the Agent Productive Time
Ready %: Total amount of time the agents spent in "Ready" state divided by the Agents Productive Time

• Connect Rate: provides service or call center level aggregated data.

Dials: Total attempted calls
Connects: Total number of calls connected to a live party or machine (answering machine, fax, etc)
Live Connects: Total connected calls answered by a live person
Automated Connects: Total connected calls answered by a machine (fax or answering machine)
Non-Connects: Total calls not connected
Live Connect Rate: Live Connects divided by Dials
Automated Answering Machine Left Message: Total connected calls resulting in a "Machine, Left Message'" result code. 
Attempted Operator Transfers: Total calls the LiveVox system attempted to transfer to an agent
Successful Operator Transfers: Total number of operator transfers that successfully connected to an agent
Failed Operator Transfers: Total number of operator transfers that failed to connect to an agent.
Failed Operator Transfer Rate: Failed operator transfers divided by attempted operator transfers
Connects: distinguishes the type of connects achieved during the dialing period.

RPC: Payment/ PTP: Total calls with a result code of RPC with Payment Arranged 
RPC: No Payment/ PTP: Total calls with a result code of RPC with No Payment Arranged
Total RPCs: Total of both RPC with Payment Arranged and RPC with No Payment Arranged result codes 
Wrong Number: Total calls with a result code of Wrong Party Connect (WPC)
Non-Contacts: Total of calls coded as a Non-Contact
PTP Amount: Total amount of PTP dollars collected by the agents (Ex: 200.00)

• Productivity Stats: provides production level productivity metrics.

Average Handle Time (Mins): Total amount of In Call minutes plus "Wrap Up" minutes divided by the total number of Successful Operator Transfers.
Outbound Dials per Hour: Total Dials divided by the Agent Productive Time in hours (Agent Productive Time Minutes divided by 60 minutes) 
Agent Connects per Hour: Total amount of Successful Operator Transfers divided by Agent Productive Time in hours
RPCs per Hour: Total RPCs divided by total Agent Productive Time in hours 
RPC Rate: Total RPCs divided by Successful Operator Transfers
Conversion Rate (%): Total PTPs divided by Total RPCs

• Billing: Provides additional billing metrics specific to the parameters requested within the report.

Connection Call Mins: Total duration of connected calls displayed in minutes
Operator Transfer Minutes: Total duration of operator transfer calls displayed in minutes
Total Minutes: Total Connected Minutes plus Total Operator Transfer Minutes
Total Charges: Total Minutes multiplied by the Cost per Minute
Cost per RPC: Total Charges divided by Total RPCs

• Additional Links located in the top right corner of the generated report:
  • Export to: CSV, PDF, Excel – Provides you the ability to export report and data to another file type
  • Help Link – The service Efficiency Report contains a help link which provides definition of key metrics available in the report
  • Generate Charts for service Efficiency Report – Provides a graphical view of key metrics found in the service Efficiency Report. Charts are generated by clicking on the checkbox, which is checked by default.

Ex. 1: Production Minutes v/s RPC rates (l) and dials v/s failed operator transfer rates

Ex. 2: RPCs v/s payment promises (l) and product minutes v/s "talk time"