LV24 Pop-Out Help

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titleSearch Criteria

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. 
Note
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The Group By Interval option is available only when a single service 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.
    Info

    If you leave the Channel field blank, the platform generates the report for all channels. 

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