...
Info |
---|
When designing a panel, these parameters appear in the Editor window depending on your selection of the subject and statistic type. |
Scroll Table Layout | ||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
Subject | Statistic Type | Statistic | Parameter | Description |
---|---|---|---|---|
Agencies, call centers, and services | Historical | Call counts | 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 | 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 are 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). | |||
None | 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 | None | 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 | Hold time | Total time that your customers are 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). | |||
Agencies, call centers, and services | Real-time | Call counts | 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 | 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 | 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 into the service. | |||
Total calls in queue | Total number of calls that are waiting to be transferred to an agent. | |||
None | 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 | NoneCurrent activity | Agent login ID | Logon 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. | |||
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 | 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. |
...