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The Hourly analytics report provides hourly contact performance for a service. This allows you to monitor the performance metrics listed below to assess fluctuations in consumer contact and agent conversion rates at hourly intervals (Eastern Time) across portfolios. This collates the same call results as the Real Time Report (RTR), but breaks it into an hour-by-hour break-down.

The report segments hourly statistics based on consumer time zone for the following metrics:

  • Connect Rate
  • Live Answer Rate
  • Conversion Rate
  • Agent Performance Metrics by intervals

 

All analytics reports must be scheduled from the Schedule Reports tab in order to run, and cannot be run live. Reports are generated Sunday night and are available Monday morning.

The Schedule Reports tab is only available to users with Sysadmin and Superuser level access.

Generate Report Criteria:

Required entries have an asterisk.  All other entries are optional.

  • Job Name - For organizational purposes the Job Name can be assigned to keep track of different "Job," or automatically generated report, purposes.
  • Generated Report Name - The name that will appear for the report in the Saved Reports tab. 
    • There is no particular naming syntax for “Generated Report Name”. You can make it slightly descriptive like “Weekly For Barbados “, or “MTD For Barbados”
    • The entry is limited to 100 characters.
    • The pattern $startDate and $endDate in the name are replaced by actual dates for the report.
  • Aggregate Report For - Set whether the scope of the report will be of one or more call center groups or one or more service. 
      • To be more informative it is advised that reports are grouped by type of service and book of business. 
    • Selected Call Center(s) - Define which call center(s) the report will generate data on.
    • Selected Service(s)- Define which service(s) the report will generate data on.
  • Aggregate Report Timeframe - Determines the scope of time the report will have data on
    • If Weekly option is chosen, the report is going to be generated for the previous week from Monday to Saturday and start/end date will be automatically populated.
    • If MTD option is chosen, the report is going to be generated from the 1st of the month to the current date and dates will be automatically populated.
  • Enable Report - Activates or deactivates the report.  

Once all report settings are correct select "Create Job," and a new entry will be added to the above Scheduled Reports pane. Edit a selection by highlighting, making edits, and selecting "Modify Job." 

Only 10 jobs per report are supported. Scheduled jobs can be deleted and replaced by new jobs. When the amount of jobs is exceeded, you will receive a system notification.


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