This report provides key metrics related to your DIY Contact Center and is broken down by Queue, or a group of Agents, and individual Agents. It allows you to pull historical data from information presented in the live Contact Center Dashboard.

Note

Italicized terms represent clickable icons on the specific screen being discussed.

Terms in blue are links to additional information about the described functionality.

Report

Structure & Navigation

Image RemovedThe Queue Summary is the default view when you first access the report.

(A) Queue Summary - This provides data from a group of Agents assigned to a particular queue which a particular caller is routed.
(B) Agent Summary - Click to view individual Agent call metrics and status breakdown information.

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Image RemovedThe report defaults to include data from the beginning of the month to the current date. So if the date is October 18th, there will be 18 days worth of data. You can edit the dates to better customize the data by adjusting the start and end date.

(C) Controls - Note: This must be clicked to access the report's filter options (D-G).
(D) Timezone dropdown - Click to view data for a particular timezone.
(E) Start Date - Click the window to access a calendar which you can set the start date. This is the date which the report's data begins.
(F) End Date - Click the window to access a calendar which you can set the end date. This is the date which the report's data ends.
(G) Queue Name dropdown - The report includes all queues in the report's data by default. Click the dropdown to select the specific queue(s) to include. You are able to select multiple queues at once to include in the report.

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Report Data

Queue Summary

(H

date ranges that include current or future dates will have incomplete data due to when reports are refreshed. We strongly recommend selecting a date range that only includes past dates.

Queue Summary

(A)Queue - This lists all queues that have calls which entered the queue within the date range filter.
(
I
B)Inbound Calls in Queue - The number of inbound calls that were presented to the queue.
(
J
C)Answered
Calls
- The number of calls that were answered
by an Agent
while being presented to that queue. Note: The Answer Rate formula is [Answered / (Presented-Abandoned)].
(
K
D)Rolled Over
Calls
- The number of calls that waited the entire queue hold time and moved to the next step in the call route.
(
L
E)Abandoned
Calls
- The number of calls where the caller hung up prior to being answered.

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(M

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Note: Both (F) & (G) are optional settings based on how your call routing is setup.

(F)Calls Left
Queue
- The number of callers who opted to skip the queue and be routed to
a voicemail box or other
the next step in the call route
step
.
(
N
G)Callbacks
Requested
- The number of callbacks requested by callers who were waiting in
a queue
the queue.
(
O
H)Lead Calls - The number of calls that came through the queue and were classified as Leads.
(
P
I) Customer Calls - The number of calls that came through the queue and were classified as Customers.
(
Q
J)Other Calls - The number of calls that were categorized as Other, meaning not a Lead or Customer. Note: Other options (such as Robo Call, Site Service, etc) can be customized in your account.
(
R
K)Unprocessed Calls - The number of calls that remained uncategorized and require manual classification of Lead, Customer or Other.

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(
S
L) Avg Time to Answer - The average duration
before
a call is in queue before being answered.
(
T
M)Avg Talk Time - The average call duration as defined from the moment an Agent presses Accept in the callpop to the time they end the call, excluding callbacks.
(
U
N)Avg Queue Time - The average duration a caller waited before being answered or hanging up, excluding callbacks.
(
V
O)Longest in Queue - Of all the calls that entered the queue during the selected time period, this is the duration of the call that waited the longest, excluding callbacks.
(
W
P)Avg Time to Hang Up - The average duration a caller waits before hanging up, excluding callbacks.
(
X
Q) Avg Call Length - The average duration of all calls answered, including both hold and talk time but excluding callbacks.

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Agent Summary - Note: Only Agents which have been presented calls for the given date range selected will display in this area.

Agent Call Metrics

(A)Agent - The specific Agent which the metrics apply.
(B)Total Calls - The total amount of calls presented to the specific Agent.
(C)Answered - The number of times the Agent answered a call.
(D)Cascaded - The number of calls that rang to the Agent for the full Agent ring time as configured in your account, but were not answered by this Agent. These calls were then presented to the next available Agent.
(E) Rejected - The number of times the Agent was presented with a call and hit the Reject button in the
callpop
CallPop.
(F)Answer Rate -
A specific Agent's answer rate as defined by dividing the number of answered calls by the total calls presented.

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Percentage of total calls assigned to the Agent that have been answered.

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Agent Status Breakdown - Note: This area of the report includes both System & Custom status categories

. Both types of

mixed together. All Agent categories are

mixed together and are

listed alphabetically across the row from left to right with the total time spent online furthest right.

(G)Employee Name - The specific Agent which the metrics apply.

System Statuses - System status categories are automatically assigned to an Agent based on their specific activities or actions.

(I)Cool-Down - The period of time an Agent is inactive after ending a call. Management can configure this amount of time in the Contact Center Configuration area.
(K
) Offline - The amount of time the Agent was not logged in as an Agent.(L
)On-call - The amount of time the Agent was actively on a call.
(
M
L)Ready - The amount of time the Agent was available to take a call.
(M) Rejected - Depending on your management team's setting, an Agent may enter this inactive status after rejecting a call.

Custom Statuses - Custom status

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