Inbound Efficiency Report

This field enables you to specify the date range for the report. It contains the following subfields:

• From: Start date 
• To: End date 

The field also contains the calendar icon (), which displays the Date Picker window. This window contains the following tabs:

• Range: Enables you to specify the time period for the report
• MultiSelect: Enables you to specify multiple sequential or non-sequential dates for the report

This field enables you to specify the time period for each day in the date range for the report. It contains the following subfields:

• From: Start time
• To: End time

The time in the subfields is represented in the 24-hour time notation, in the following format: HH:MM:SS.

where HH is hours, MM is minutes, and SS is seconds.

If you do not specify a value in the subfields, the start time and the end time are considered to be 04:00:00 and 03:59:00, respectively.

This field enables you to specify the call center for the report.

To add multiple call centers:

1. Click . 
   The Select Call Center window appears.

2. In the Available column, select the call centers for which you want to generate the report.
   The selected call centers appear in the Assigned column.

   

   • To add all available call centers, click Assign All.
   • To remove the assigned call centers, select them in the Assigned column.
   • To remove all assigned call centers, click Remove All.
3. Click OK.

This field enables you to specify only the inbound and blended services for the report. If you have already specified a call center, only the inbound and blended services that are available for the specified call center appear in this field.

To add multiple services:

1. Click . 
   The Select Service window appears.

2. In the Available column, select the services for which you want to generate the report.
   The selected services appear in the Assigned column.

   

   • To add all available services, click Assign All.
   • To remove the assigned services, select them in the Assigned column.
   • To remove all assigned services, click Remove All.
3. Click OK.

This checkbox enables you to divide the entire data of a day into a 15-minute, 30-minute, or 1-hour intervals. It contains the following options, which you can select if you select this checkbox:

• 15 Min(s)
• 30 Min(s)
• 1 Hr(s)

If you select the checkbox, data pertaining to only one day is considered when generating the report.

SL (Service level) Target (%) is the targeted percentage of inbound calls that are answered or abandoned within a defined time threshold. The value in this field is critical for managing inbound traffic. 

• The time threshold for a client or a service is specified in the Service Level Seconds field, which appears in the KPI Settings section on their Settings tab. The default time threshold is 20 seconds. You can, however, modify the value.
• The time threshold for a service overwrites that for its client.

If you specify a value in this field, the service level percentage that is less than the specified value appears in red in the report you generate.

Service Group is a system that defines the outbound services to which agents must be logged on to receive calls from inbound services and outbound blending services. Grouping the metrics in a report based on a Service Group allows you better visibility into an agent's efficiency across all the services (including inbound) in which they are engaged.

You can specify a value in this field only if a Service Group exists.

((Count of calls answered within the time threshold + Count of calls abandoned within the time threshold) / Offered) * 100

• The time threshold is specified in the Service Level Seconds field, which appears in the KPI Settings section on the Settings tab of a client or service.
• The time threshold for a service overwrites that for its client.