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Handbuch Reports - Glossary and Definition

Glossary and Definitions

This section explains different terms used in reports or when requesting a report.

Performance Parameters

The following table lists the performance parameters you may be required to provide when scheduling or running a report.

Note that the parameter names may differ depending on the interface you use to request the report.

Parameter Description
Call Completion This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval. The Call Completion service level can be set to “1” through “7200” seconds.
Short Duration This setting is used to count the number of ACD short duration calls completed by an agent during an interval. You can set the maximum length of a short duration call to “1” through “7200” seconds.
Service Level This setting allows you to provide up to five service levels, used to perform service-level calculations for each call center or DNIS per interval servicelevel threshold. Each service-level threshold can be set to “1” through “7200” seconds. Service levels are usually a function of the number of answered calls: A call is said to be within the service level if it is answered within the provided threshold value in seconds; The % in service level is usually calculated as the number of calls; answered within the provided threshold value divided by the number of answered calls; Other types of calls may (optionally) be included for the calculation of the % in service-level value: Transfers due to time overflow (calls removed from the queue according to the Overflow-Time policy); Other transfers (calls removed from the queue according to the Bounced or Stranded Calls policy due to a supervisor transfer or a caller escape); Abandoned calls – Choice between: Ignore all abandoned calls; Include all abandoned calls ; include calls abandoned after the entrance message has finished playing; Include calls abandoned after the specified time interval: 1 through 7200 seconds; For example, if transfers due to time overflow are included, then the formula to obtain the % in service level is as follows: % in service level = (Number of calls answered within the provided threshold) divided by (Number of calls answered + number of calls transferred due to time overflow)
Service Level Objective This provides an indicator for the service-level objective, expressed as a percentage value.
Abandoned Call This parameter is used to count the number of calls abandoned within a specified time. Up to four thresholds can be specified, resulting in up to four different counts. Each threshold can be set to “1” through “7200” seconds.

Call Types

This section defines different types of calls measured in call center statistics.

Name Description
ACD Call This is an inbound call received by an agent from an ACD queue.
Outbound ACD Call This is an outbound call initiated by an agent using the call center or DNIS number.
Route Point Call Feature not available at this time. It will always be 0.
Outbound Route Point Call Feature not available at this time. It will always be 0..
Inbound Call This is a non-ACD call outside the company received by the agent.
Outbound Call This is a non-ACD call outside the company made by the agent.
Internal Call This is a non-ACD call within the company made or received by the agent.
Held Call This is an ACD call that was placed on hold by an agent. Each time an agent places a call on hold, it is counted as a held call.
Transferred Call This is an ACD call that was transferred to a new destination.
Answered Call This is an ACD call that was answered by an agent.
Abandoned Call This is an ACD call that entered the queue, but the caller hung up before the call was answered or transferred.
Escaped Call This is an ACD call that entered the queue but was removed from the queue because the caller dialed the escape key.
Received Call This is an ACD call that was received in the queue. The call can be queued, presented to an agent, or diverted using the Night Service, Holiday Service, Forced Forwarding, or Overflow Size policy.
Overflowed Call This is an ACD call that was received, but immediately transferred to another destination due to exceeding the configured maximum queue size or the configured maximum wait time.
Queued Call This is an ACD call that is not immediately diverted using the Night Service, Holiday Service, Forced Forwarding, or Overflow Size policy, and goes to the queue to be distributed to an agent or to wait for an available agent.
Presented Call This is an ACD call that is routed from a call center to an agent (rings the agent or attempts to ring the agent).
Bounced Call This is an ACD call that was offered to an agent but remained in the queue because it was not answered by the agent in the specified time.
Stranded Call This is an ACD call that is in the queue after all agents assigned to the queue have moved to the Sign-Out ACD state.
Short Duration Call An ACD call is a short duration call if the call time (that is, talk time + hold time) is less than the value of the Short Duration performance parameter specified in the report request.
Long Hold Bounced Call This is an ACD call (received by an agent) that was transferred back to the queue after being held too long.
Escalated Call This is an ACD call that an agent escalated to a supervisor using a nonemergency escalation procedure.
Emergency Call This is an ACD call that an agent escalated to a supervisor using an emergency escalation procedure.

Other Terms used in Statistics Measurements

This section defines various terms used in call center statistics measurements.

Name Description
Wait Time This is the time spent by the caller in a call center queue, including preserved wait time from other queues. The value corresponds to the wait time recorded from the moment the call was presented to the agent. Depending on the Call Center Queuing policy, the waiting time may be reset to “0” when a call is transferred to another queue or it may be preserved in the new queue. For a call that is answered by the agent, the wait time never includes the ringing time: -If the call was previously offered to an agent and then bounced, the ringing time associated with the bounced call is accounted for as wait time, and is included regardless whether the call is answered, abandoned, or transferred out of the queue by a supervisor or by a policy; If a call is offered to an agent and is abandoned or transferred out of the queue by a supervisor or by a policy, then the ringing time is accounted for as wait time, and is included. The time during which the whisper message (if enabled) is playing is accounted for as ring time, and is not included. Abandoned calls and transferred calls are not included.
Ring Time This is the ringing time for a call that is actually answered by an agent. If the call was previously offered to an agent and then bounced, the ringing time associated with the bounced call is accounted for as wait time, and is not included. The time during which the whisper message (if enabled) is playing is accounted for as ring time, and is included.
Speed of Answer This is the amount of time a caller waits before being answered. Speed of Answer = Wait Time + Ring Time
Service Level This is the time limit, in seconds, during which an ACD call should be answered. A call is completed within the service level if the call time (that is, talk time + hold time) is less than the value of the Service Level performance parameter specified when requesting a report.
Agents Staffed This is the number of agents that are in the ACD states of Sign-In, Available, Unavailable, and Wrap-Up. Agents that are only “Joined” to a call center and cannot set their ACD state are not counted as Agents Staffed.
Staffed Time This is the amount of time an agent spent in an ACD state other than SignOut. Staffed Time = Sign-In + Available + Unavailable + Wrap-Up Time Talk Time This is the amount of time the agent spent on an ACD call, excluding the hold time. Note that this is only the talk time by the answering agent and does not include talk time as a result of transfer.
Hold Time This is the amount of time that the agent has put the caller on hold. Note that this is only the hold time for an agent answering the call and does not include hold time if this call was answered by other agents.
Wrap-up Time This is the time that the agent spent in the Wrap-Up state, in association with an ACD call.
Handle Time This is the amount of time spent on a particular ACD call. Handle Time = Talk Time + Hold Time + Wrap-Up Time
Idle time This is the amount of time an agent spent in the Available state and not on ACD calls.

Agent ACD States

The following table defines the ACD states an agent can be in.

State Description
Sign-In The Sign-In state is equivalent to a “clock in” meaning that the agent is at their work location, but not yet ready to accept incoming calls. Calls are not delivered to the agent in this state.
Sign-Out The Sign-Out state is equivalent to a “clock out”, meaning that the agent’s workday or shift is done and they are leaving. Calls are not delivered to the agent in this state.
Available The Available state is the primary ACD state of an agent during the workday. It indicates that the agent is at their workstation and is either available to take a call or on an active call. Calls MAY be delivered to an agent who is in Available state.
Unavailable The Unavailable state is used when the agent is away from their workstation and is not available to take calls. Calls are not delivered to agents in Unavailable state.
Wrap-Up The Wrap-Up state is designed to allow an agent to complete paperwork or other post-call procedures associated with the last call. By default, calls are not routed to agents in Wrap-Up state, except when the call center is configured to enable calls to agents in Wrap-Up state.

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