Inbound Efficiency Report Help

Specify the following options to generate the report. Only the date range is required to generate the report and the rest of the fields are optional. These optional fields can be used to get specific records.

• Date Range: Enables you to type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.
  
  • Under the Range tab, you can select the date range.
  • Under the MultiSelect tab, you can select multiple sequential or non-sequential dates. 
• Hour Of Day Range: Enables you to search for calls within a specified hour of the day range. 
• Call Center: Select a call center with a drop-down menu.
  
  • Multiple Call Center Selection: Clicking on the link next to the Call Center drop-down menu opens the multiple call center selection screen.
    
    • Search the required call center by typing the text in the Search textbox.
    • Click a call center from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all the available call centers to the Assigned column.
    • Click a call center from the Assigned column to remove the assigned call center. It will be moved to the Available column.
    • Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column.
• Service:  The Service drop-down lists only inbound and blended services. You can select a required service from the Service drop-down menu. If a particular call center is selected before selecting a service, services(Inbound and Blended) only available for that particular call center will appear.
  
  • Multiple Service Selection: Clicking on the link next to the Service drop-down menu will open the multiple service selection screen:  
    
    • Search the required Service by typing the text in the Search textbox.
    • Click a service from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all available services to the Assigned column.
    • Click a service from the Assigned column to remove it from the assigned services. It will be moved to the Available column.
    • Click the Remove All button to remove all the assigned services. They will be moved to the Available column.
• Breakdown by Call Center/Service: The setting allows the breakdown of each call center’s activity rather than just a total for the enterprise
• Group by Interval: The setting allows you to take one service and break out a single day's worth of data into 15-minute, 30-minute, or 1-hour intervals.  Selecting this search criterion is not required to generate a report.  Only one day of data can be generated when the Group by Interval is selected. 

• SL Target (%): Service Level - When selecting an SL target percentage, all Service Levels below this target will be shown in red.
  
  • The Inbound Efficiency Report includes the Service Level metric.  Service Level is critical for managing inbound traffic.  It is defined as the percentage of inbound calls that are answered or abandoned within a defined time threshold.  A customizable Service Level target threshold is supported at both the client and service levels.  Each service has a single SL target and the service level overrides the client level. 
  • The default value for SERVICELEVEL_SECONDS is set to 20 for all clients. 
• Campaign: Allows you to select a particular campaign for a report. 
• Service Group: Service Group 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 service group allows better visibility into the agents’ efficiency across all services (including inbound) they may have been working.
  
  • The Service Group selection appears in the search window only if there are existing Service Groups. Otherwise, the option is hidden.
• Channel: You can select a channel, such as Chat, Email, Messaging, SMS, or Voice using the drop-down list. Click the icon to assign channels or remove channels from the report. If you leave the Channel field blank, the platform generates the report for all channels. 

After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. The report generates the following data after the calls and web chat conversations are fully reported:

• Date: Date of the call or message.
• Total Calls: Total number of connected calls or messages.
• Offered: Total attempted transfers to agents.
• Handled Contact Number: Total calls or messages successfully transferred to an agent.
• Abandoned: Total calls or messages that failed to transfer (Operator Transfers - Successful Operator Transfers).
• Abandon Rate: (Failed Operator Transfers / Operator Transfers)*100.
• Service Level: (Calls or messages answered within service level + calls or messages abandoned within service level) / calls or messages offered [default].
  • If the desired service level is specified in the Search criteria, any results that do not meet or exceed the service level are indicated in red.
• Avg. Speed of Answer (ASA): Hold Duration / Operator Transfers.
  
  • The ASA column will be visible only when you select Chat or Voice from the Channel drop-down.
  • If you do not select any channel from the Channel drop-down, the report will include all channels. As a result, the ASA column will not be visible.
• Avg. Abandon Time: Average Hold Duration for Failed Operator Transfers (Hold duration for abandon calls or messages / Failed operator transfers).
• Total Talk Time: Total time the agent was on call.
• Total Hold Time: Total Sum of agent hold duration.
• Total Wrap Time: Total time the agent was in the wrap-up state.
• Total Handle Time: Total Talk Time + Total Hold Time + Total Wrap Time.
• Average Talk Time: Total Talk Time / Successful Operator Transfers.
• Average Hold Time: Average time that your customers are placed on hold by agents during calls.
• Average Wrapup Time:   Total Wrap Time / Successful Operator Transfers.
• Average Handle Time: (Total Talk Time + Total Hold Time + Total Wrapup Time) / Handled.
• Grand Total: This row (at the bottom of the screen) displays the total of each column except the Date column.

Additional Buttons 

• To export the generated report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are PDF, Excel, and CSV.
• To print the generated report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.