incontact reports 2.0 reference manual reports 2.0 powered by qlikview is incontact's robust...

inContact Reports 2.0 Reference Manual

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inContact Reports 2.0 Reference Manual Title inContact Reports 2.0 Reference Manual

Revision 03.15.2012

Copyright ©2012 inContact, Inc.

About

inContact

inContact, Inc. (NASDAQ: SAAS) has helped over 750

contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based

contact center software solutions. The company’s services and solutions enable contact centers to operate more

efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit, and ensure

ongoing customer-centric business improvement and

growth. The inContact platform has grown from a powerful ACD with skills-based routing, CTI, and IVR with speech

recognition to include an innovative online hiring solution, workforce management functionality, and a customer

feedback and survey solution. Because the inContact platform is delivered through a Software-as-a-Service

(SaaS) model, inContact customers can realize significant cost savings and flexibility compared to premises-based

alternatives. To learn more, visit www.inContact.com.

Contributors Thanks to our customers for valuable feedback and

inContact’s dedicated staff.

http://finance.yahoo.com/q?s=SAAS

http://www.incontact.com/products-solutions/call-center-software-solution

http://www.incontact.com/

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Table of Contents

Getting Started with Reports 2.0 ...................................... 5

Opening Reports 2.0 for the First Time ............................. 7

Navigation ...................................................................... 24

Filters ............................................................................. 27

Date Ranges ................................................................... 30

Expression Total Calculation ........................................... 32

Metric Calculation ........................................................... 34

Bookmarks ..................................................................... 35

Add a Bookmark ............................................................. 37

More... Options ............................................................... 40

Access a Shared Server Bookmark: ................................... 44

ACD Reports ................................................................... 46

Agent States Report ....................................................... 50

Agent States Report Dictionary ...................................... 59

Agent Statistics Report ................................................... 65

Agent Statistics Report Dictionary .................................. 69

Contact States Report ..................................................... 82

Contact States Report Dictionary .................................... 94

Contact Statistics Report ................................................ 96

Contact Statistics Report Dictionary ............................. 100

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IVR Reports .................................................................. 120

IVR Statistics Report .................................................... 123

IVR Statistics Report Dictionary ................................... 126

Interval Reports ........................................................... 128

Interval-Contact Statistics Report ................................ 143

Interval Contact Statistics Report Dictionary ................ 148

Interval-Inqueue Statistics .......................................... 157

Interval-Agent States ................................................... 161

Interval-Internal Transfers .......................................... 165

Service Level Calculation .............................................. 170

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Getting Started with Reports 2.0

The Reports 2.0 powered by QlikView is inContact's robust reporting platform designed to empower the customer with insight into the contact

center data as they have never had before.

The Reports 2.0 process currently includes an hourly data feed that automatically updates the Report 2.0 document for the business unit. That

document, a proprietary format with a .qvw file extension, has all of the data loaded into it, so that filtering and display is very fast. Data will

automatically be loaded into the report document when available.

There are no special requirements for the end user's computers, see the

NG Requirements document. Users are required to use Internet Explorer version 7 or 8.

In the past, full reloads were being performed to Reports 2.0 every hour.

The full reloads essentially reload all data from the last 90 days into the Reports 2.0 system. This was both time-consuming and unsustainable since

the end-goal is to provide up to 25 months of data in Reports 2.0. To

alleviate this, a new system called “Partial Reloads” was released to Reports 2.0. This allows only the new or changed data that has entered the system

in the last hour to be updated to Reports 2.0. With this change, it is possible to reduce the loads from one hour to 15 minutes and add more data to the

system.

The canned date range population adheres to the user-selected Time Zone. When a supervisor selects a canned date range, the “Start” and “End” dates

are populated with the dates and times according to the Time Zone specified in inContact Central.

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Opening Reports 2.0 for the First Time

Reports 2.0 requires an ActiveX Control installed on the user's computer to access the data on the Reports 2.0 server. The first time a user opens the

reports, they will be prompted through the installation.

1.Select the Reports 2.0 menu in Central.

2.Select a report link. What reports appear are based on the security profile permissions for the user.

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Reports 2.0 will open in either a new window or tab depending on the default browser configuration. An application must be saved to the local computer to

run the Reports 2.0.

3.Select the here link.

The File Download - Security Warning window opens.

4.Click the Save button.

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5.Select the location to save the executable file.

6.Click the Save button.

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7.Click the Run button.

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The QlikView Plugin window opens.

9.Select the needed language. 10.Click the OK button.

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The QlikView Plugin Setup window opens.

11.Click the Next > button.

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12.Select the needed location.


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14.Select the I accept the license agreement radio button.


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16.Enter the Full Name and Organization name as needed.


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18.Change the location of the file to be installed as needed.


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21.Click the Finish button.

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The Reports 2.0 page appears. An ActiveX Control must also be installed.

22.Click the This website wants to run the following add-on: 'QlikView' from 'QlikTech International AB'. If you trust the

website and the... button at the top of the page.

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23.Select the Run ActiveX Control menu item.

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The Internet Explorer - Security Warning dialog opens.


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The Reports 2.0 opens to the tab selected on the initial Reports 2.0 menu.

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Navigation

The Reports 2.0 powered by QlikView has standard buttons available on the toolbar for all report tabs.

Icon Function

Clicking on this button applies the start selection of a Reports 2.0 document, which can be configured, see Set

Clear State below.

The drop-down menu offers the following options:

Clear- The start selection of a Reports 2.0 document.

This command can also be invoked via the keyboard shortcut CTRL+SHIFT+D.

Clear All- Clears all selections, excluding locked ones.

Unlock and Clear All- Unlocks and clears all selections.

Set Clear State - Sets the current selection as Clear State. This will become the start selection after a Clear.

Reset Clear State- Resets Clear State to no selections.

Reverts to the preceding logical (selection) state. Applies

to filter selections and all the commands in the Edit

menu except Copy and Copy Mode. Reports 2.0 maintains a list of the 100 latest states. Each Back

command will take you backwards one step in the list.

Reverts to the logical state before a Back command. You can toggle between two states by alternating between

the Back and Forward commands.

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Icon Function

Locks all the current value selections in the entire

document.

Unlocks all the currently locked value selections in the entire document.

Opens the text search box for the active object. The

Search command can also be invoked via the keyboard shortcut CTRL+F.

Saves current filter value selection to be reused. See Bookmarks for more details.

Opens the Current Selections window. Filter selections

are listed by field name and field value. This text box remains on top of every sheet and helps you to keep

track of the selection status in the document.

When new data is available on the server, the Refresh button will enable. Clicking Refresh will update Reports

2.0 with the new data in a matter of seconds. After the refresh completes, the "Data as of" date/time stamp will

be updated to reflect how current the data is.

NOTE: The "Data as of" date/time stamp is based on when the new data was last archived to the Data

Warehouse, not when it was made available on the

server or when the user clicked the Refresh button. The historical data is refreshed hourly.

Clicking the print tool immediately prints the selected object according to default printer settings. The tool will

be grayed if no printable object is selected.

Collaboration. This feature is currently not enabled.

Help Topics and Help Tool. Click the arrow button once to activate the context sensitive help arrow. Pointing it

at any menu command, button or object, click again to get help information on this feature. If the help tool

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Icon Function

doesn't work for a certain feature, use the F1 key

instead.

Sheet Menu - these options are for the design of QlikView reports and are currently not supported.

Modifications may be made using the Menu options, but will not be saved in the Reports 2.0 document.

Each object (graph, grid, etc.) may also have additional options available:

Item Description

Clear - clears the value selections in the object.

Print - prints the selected object.

Search - opens the search field for the selected object.

Export to Excel - exports the selected object to an Excel

spreadsheet. Note, the default Internet Explorer security settings may need to be changed to allow an export.

Typically setting the inContact website as a trusted site will allow the spreadsheet to be exported.

Maximize - maximizes the selected object to full screen.

Restore - restores the maximized object to the original size.

Up one level - resets the value selections to the next level. For example, from individual agents to a team.

NOTE: This button appears even when you are already at the top level.

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Filters

Filters appear at the top of every Reports 2.0 tab. Once a filter value is applied/removed, it affects every object on all reports tabs. Filters are also

applied/removed by clicking within objects.

To select a value of a field, just click the cell containing it. The color of the

cell becomes green to mark its value as selected.

To select a checkbox, click the checkbox. The color of unselected checkboxes

appears gray, but they may also be selected by clicking.

NOTE: To select multiple filters at once simply left-click the mouse while

dragging the cursor down multiple checkboxes. Also, another method to select multiple filters at once is to hold down the <ctrl> key while selecting

multiple filters.

Selecting may affect the states of all values of all fields.

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To deselect a previously made selection, just click it. When clicking an excluded value, previous selections that contradict this selection are

canceled, and the value clicked turns selected. Selections can be locked to

prevent this.

NOTE: To deselect multiple filters at once simply left-click the mouse while dragging the cursor down multiple checked boxes. Also, another method to

deselect multiple filters at once is to hold down the <ctrl> key while

deselecting multiple filters.

Selections can also be made through searches of the wanted values.

Indicators

Indicators (or beacons) are colored dots that sometimes appear on tabs and in the right-hand corner of the status bar. Indicators are there simply to

remind you of selections that have been made in fields that are not available on the sheet that you are currently viewing. Since all sheets of a QlikView

document are fully interconnected at all times, such selections will most likely affect what is displayed on the active sheet - even when they are not

immediately apparent! This is the main reason for having indicators.

Selection indicators may also appear in the upper right-hand corner of the data fields in the QlikView tables: table boxes, pivot tables and straight

tables. This is a useful option as the selections in tables are not themselves

color coded. The option is selected/deselected in the User Preferences: Objects dialog.

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Selection indicators will appear in the current selections box as well as in the free-floating current selections text box, in order to distinguish between

selected and locked values.

The color of the indicator follows the general color scheme:

Color Indication

Green selected values

Blue locked selections

Red de-selected values in AND-mode

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Date Ranges

Canned date ranges have been added to all QlikView reports. When bookmarked, these date ranges are automatically set instead of the specific

dates entered when the bookmark was saved.

Selecting any of the following canned date ranges will automatically

determine and display the start and end dates to the user and render the report for the selected dates.

Canned date ranges include:

Canned Date

Range

Description

Today Set start date to today 12AM, set end date to tomorrow 12AM

Yesterday Set start date to yesterday 12AM, set end date to today 12AM. This is the default.

Last 7 Days Set start date to today minus 7 days 12AM, set end date

to tomorrow 12AM

Last 30 Days Set start date to today minus 30 days 12AM, set end date to tomorrow 12AM

Previous Week Set start date to Sunday 12AM of previous week, set end

date to past Sunday 12AM

Previous Month Set start date to first day of full previous month 12AM,

set end date to first day of current month 12AM

Month to Date Set start date to first day of current month 12AM, set

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Canned Date

Range

Description

end date to tomorrow 12AM

Specify Date Range

Set start date to blank, set end date to blank, if possible. Otherwise, don't change the start and end

dates

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Expression Total Calculation

Grid totals in Reports 2.0 do not match the sum of the values in the individual rows because the totals are configured to use Expression Totals

instead of straight aggregation functions like sum or average.

The totals include only the number of distinct contacts that apply to the

metric. These totals are correct within the report. The reason that the individual values may not sum up to that total is because a single contact

may be counted multiple times within one or more skills (or campaigns, agents, etc.) depending on the metric in question.

Listed below are examples:

1. A distinct contact may be refused multiple times by one or more agents.

That refused contact will appear once for each agent (or skill, campaign, etc) that refused the contact. The total number of contacts refused would

be only one. The fact that it was refused multiple times by one or more agents does not change the fact that it’s still one total contact.

2. A distinct contact may be re-routed from one skill to another within the inContact script. This scenario causes the one contact to show as a

Queued contact for each skill/campaign in which it was routed to. This has a secondary effect in that if the contact Abandons then the abandon

will appear in each skill that the contact was routed to from within the script but the totals for both Queued and Abandons will count as only one

distinct contact so the totals remain perfectly accurate.

NOTE: Contacts that are transferred to a new skill by the Agent (instead of

by the script) will receive a new Contact ID and therefore will count as a second distinct contact.

This type of equation used for totaling column values is called an Expression Total. QlikView offers three different options for calculating the totals and

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each metric (column) may have a different selection for this total. The three options are: No Totals, Expression Total, and F(x) of Rows.

inContact opted to use the Expression Total because this option runs the same query at a total level that is run at an individual row level and prevents

counting a single contact twice at the total level. The query run at the individual row level and total level is searching for "distinct contacts" . This is

the reason the contact is counted only once at the total level but one or more times for each skill, agent, etc. depending on the metric and filtering

conditions of the query.

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Metric Calculation

Metric totals in Reports 2.0 do not match the sum of another metric because Contacts Handled may be slightly greater than Contacts Offered to the

Agent. Contacts Offered do not include contacts that were transferred directly to a different agent but these transferred contacts are counted as

Contacts Handled. To help alleviate this confusion we have decided to add

the breakdown of the different types of transferred contacts, namely Skill Transfers, Agent Transfers, and Consult Transfers. Currently all transfer

types are grouped together into one metric called Transfers. These new transfer metrics will appear in the new trending reports in 11.3.

The total Handled Count will also include both Inbound and Outbound Contacts so it's important to filter on the Direction to include only Inbound

when attempting to reconcile the Handled metric against Offered, Queued, Abandons and Refused metric totals (which all apply strictly to inbound

contacts). Two new metrics called Inbound Handled and Outbound Handled will be added in 11.3 to help alleviate this reconciliation at a total level. This

is not a problem on a campaign or skill level since skills are automatically separated by Inbound and Outbound calls.

The following calculation may be helpful to verify the totals: Handled + Abandons + Refused should come close to equaling Queued but it is possible

for the sum of these three to exceed Queued because a single contact may be refused multiple times by different agents. If the Refused Count is zero,

however, then the sum of the three values should match the Queued count.

A single Abandon may count as one abandon in one skill and another

abandon in a second skill. This is due to the fact that the contact was re-routed to a different skill (from the original) in the Studio script. The

abandon is shown for both skills in order to show the amount of time the contact spent in each skill prior to abandoning, but the total abandon count

will display appropriately as one since Expression Totals are used when calculating the total line.

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Bookmarks

Bookmarks are created to save a set of filter values for reuse. This enables Report 2.0 users to customize the reports in thousands of variations.

Bookmarks may be shared among users in your business unit.

Bookmarks menu

The Bookmarks menu is a drop-down menu at the top of the screen, and contains the following commands:

Option Description

Document Bookmarks

The first ten document bookmarks of the active document can be retrieved from this list.

Add Bookmark Opens the Add Bookmark dialog, where the bookmark name can be edited.

Replace The first ten document bookmarks are listed above the first ten personal bookmarks of the active document.

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Option Description

Bookmark The command replaces the selection state of the

selected bookmark with the current state.

Remove

Bookmark

The first ten document bookmarks are listed above the

first ten personal bookmarks of the active document. The command removes the selected bookmark.

More... Opens the Bookmarks dialog, where all previously created bookmarks for the document can be retrieved.

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Add a Bookmark

1.In the filter options, select the values that are needed. 2.Select the Bookmarks > Add a Bookmark menu item.

3.Enter the following fields:

Field Name Description

Bookmark Name The default name for the created bookmark is that of the

current date. In addition, the first bookmark created on a specific day gets number 1, the second number 2, etc.

However, you can change the default name to a more explanatory text by entering a name of your choice.

Create as a

server bookmark

When this check box is marked, the bookmark will be

created as a personal server bookmark, stored in a repository on the inContact server. This allows access to

the bookmark on other computers or for other users.

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Field Name Description

Share Bookmark

with Others

Marking this check box will immediately share the

bookmark for use by other users of the same business unit. You may at any time revoke the sharing by

deselecting the Share check box in the My Server Bookmarks page of the Bookmarks dialog.

Include

Selections in Bookmark

By marking the check box the bookmark will include the

selections made in the filter options.

Make bookmark apply on top of

current selection

By marking the check box, the bookmark will be applied without first clearing existing selections in the document.

Include Layout State

By marking the check box, the bookmark will store information about the report from which it was created

and the state of all objects on that sheet at the time of the bookmark’s creation, including, for example, the

expanded or collapsed state of a pivot table and the cycling position of a chart. When recalling a bookmark

with layout information, Reports 2.0 will attempt to activate the document and restore objects to that state.

Include Scroll Positions

If the Include Layout State was selected, marking this check box will include the current scroll positions in the

bookmark.

Include Input Field Values

By marking this check box, the values in input fields will be stored in the bookmark. For example, the date fields.

Info Text In the edit box you may enter a text describing the

bookmark or a message to be shown when recalling the bookmark.

Popup Message If the check box is marked, the bookmark info text (if it exists) will be displayed in a pop-up window each time

the bookmark is recalled.

4.Click the OK button.

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The bookmark has been created and is available to you the next time you open the report document. If the Share Bookmark with Others option was

selected, additional steps must be taken by other users to view the bookmark.

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More... Options

The Bookmarks dialog can be opened by clicking More... in the Bookmarks menu. It is divided into five pages, one for document bookmarks, one for

user bookmarks, one for your personal server bookmarks (server documents

only), one for other users' shared bookmarks (server documents only) and one for temporary bookmarks (server documents only).

At the top of the dialog you will find a list of all bookmarks currently defined

for the Reports 2.0 document. The bookmarks are described and may be

sorted by several columns:

Option Description

Show Mark this check box if you want the bookmark to

appear in bookmark object listings and in the

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Option Description

Bookmarks menu. If the check box is left

unchecked, the bookmark will not appear in those places, but will remain accessible via this dialog.

Name Name of the bookmarks. To sort the bookmarks in

alphabetical order, click the header of the column. If you click twice, the bookmarks are sorted in

reverse alphabetical order.

+ If the check box is marked for a bookmark, that

bookmark will be applied without first clearing existing selections in the document. A bookmark

can only be applied on top of existing selections if they do not conflict with the selections in the

document.

Layout If the bookmark was created complete with layout information, you can use the checkbox to toggle the

layout setting for the bookmark. When the layout setting is on, the program will attempt to recreate

the layout that prevailed when the bookmark was created. This includes switching to the correct sheet

and updating the layout of any sheet objects on that sheet.

You cannot use this setting to add layout

information to a bookmark that was originally created without it.

Created Timestamp information on when bookmarks were

created.

ID The unique ID of the bookmark. Upon creation, every bookmark is assigned a unique ID for control

via automation. The first bookmark of each type in a document will be assigned the ID BM01. This

means you could have a document bookmark and a server bookmark with the same ID.

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Option Description

A bookmark ID may be changed via automation to

any other string that is currently not used as ID for any other bookmark, sheet or sheet object in the

document. Renaming the bookmark does not change the bookmark ID. Exporting and then

importing a bookmark will create a new bookmark ID. The bookmark ID may be preceded by a prefix

describing its type (document, user etc.).

Popup If info text has been added to the bookmark, checking this alternative shows it as a popup text.

Info Text If info text has been added to the bookmark, it is

displayed here.

Share This check box is only available in the My Server Bookmarks page. By marking it for one of your

personal server bookmarks, you will make that

bookmark available to other authenticated users of the same server document in their Shared Server

Bookmarks page. The bookmark will stay in your My Server Bookmarks page and will not appear in

your Shared Server Bookmarks page. You may at any time revoke the sharing by deselecting the

check box. At the bottom of the dialog you will find a number of buttons which can be used to perform

actions with the bookmark currently selected in the list above.

Select Displays the selected bookmark on the screen.

Replace Replaces the selected bookmark with the current selections. Only bookmarks that you have created

can be replaced.

Rename Opens the Rename Bookmark dialog where you may specify a new name for the bookmark. Only

bookmarks that you have created can be renamed.

Remove Removes the selected bookmark. Only bookmarks that you have created can be removed.

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Option Description

Clear All Removes all bookmarks in the current pane of the

dialog. Only bookmarks that you have created can be removed.

Set Clear State Click this button if you want to use the selection of

the highlighted bookmark as clear state.

Edit Info Here you can edit the info text.

Import After browsing for and selecting a previously saved

bookmark (.qbm) file, the Import Bookmark(s) dialog will open to let you import bookmarks.

Export Opens the Export Bookmark(s) dialog where you

can export selected bookmarks to a QlikView bookmark (.qbm) file.

Promote Moves the selected bookmark one step up in the

list. You can also do this by clicking and dragging it to any position in the list.

Demote Moves the selected bookmark one step down in the list.

Move Local User

Bookmarks to Server

This text only appears when you work with a server

document and in the User Bookmarks tab. By clicking on the text you can convert all your local

user bookmarks to server bookmarks, stored in the server repository. This is a recommended practice

as your personal server bookmarks will stay accessible via the server even if you change

computer or if the server document is renamed.

You will be asked to confirm before the conversion takes place. The conversion is all-or-nothing (within

the active document) and one-way only.

OK Saves any changes and closes this dialog.

Cancel Discards any changes and closes this dialog.

Help Opens the help topic.

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Access a Shared Server Bookmark:

1.Select the Bookmarks > More menu item. 2.Select the Shared Server Bookmarks tab.

Any Shared Server bookmarks for the business unit should appear.

3.Select the bookmark you need by clicking the Show checkbox.

4.Click the OK button. 5.Select the Bookmark menu.

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The shared bookmark should now appear in the menu and can be selected.

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ACD Reports

Overview

The primary purpose of the inContact set of ACD Reports is to provide the

Contact Center with data aggregated at the entity level (i.e. Skill, Campaign, Agent, Team, Location, and Media). The reports can be filtered by any entity

and date range. All ACD reports are summary reports and therefore all data is aggregated for the entire date range specified. This is in stark difference

to Interval reports that split the data by the interval(s) selected.

Accessing the ACD Reports

To access the ACD Reports, click on the Reports menu option in Central and

then select the “ACD” item:

After several seconds the “ACD” parent tab will appear within the new

browser window. This tab is used to group all existing and future Interval reports together under one central location. Just to the right of this “parent”

tab called “ACD” please find all of the ACD related reports that are available to date. Click on the report tab of your choice to reveal the desired report.

Alternatively, you may select the desired report from the list found on the parent tab on the far right:

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ACD Report Filters

Every ACD report will contain the standard set of filters found on every other report within Reports 2.0. To reiterate, this is due to the fact that any filter

that is applied to one report is automatically applied to every other report in the system. This allows for a more robust and dynamic analytical experience

as opposed to a more traditional static report experience. The filters are as follows:

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Start Date vs. Interval Start Date

There is one major difference between the start date on the Summary

Reports: ACD and IVR (i.e. “Start Date”) and the start date on the Interval Reports (i.e. “Interval Start Date”). The “Start Date” on the summary

reports is the date and time in which the data began vs. the date and time in which the data passed through.

For example, if a contact entered into active conversation with an agent on 2/24/12 at 10:55:00 and that conversation continued until 11:10:00, then

that contact would have spent 5min in active_talk_time in the 10:00 hour and 10min in active_talk_time during the 11:00 hour. If the Interval Start

Date selected is 2/24/12 10:00AM to 2/24/12 11:00AM then the 10:00 hour (assuming an hourly interval is selected) will display 5min of

active_talk_time for that contact. On the other hand if a user runs the ACD/Contact Statistics report and selects the same start time, 2/24/12

10:00AM to 2/24/12 11AM, the active_talk_time for this time frame (the 10:00 hour) will show 15min. The reason for this “seeming” discrepancy is

that the ACD and IVR reports are Summary reports and display a summary

of the data which means that all of the time for a given metric will appear in the starting time frame. On the other hand, on the interval reports all of the

data is broken down into 15min buckets and the data will stay true to the interval (see the “Metric Aggregations” section below for more details).

Therefore the 10:00 hour on the interval report only shows 5min but on the ACD summary report it will show 15min. In the same vane the 11:00 hour

on the Interval report will show 10min of active_talk_time but on the summary report it will show zero. Again, because the contact did not enter

the active state during the 11:00, it will not show up during the 11:00 hour on the summary report.

Pictorial Example using “Active Talk Time” metric:

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As you can see the Active Talk Time displays the time break-down in each

interval appropriately within Reports 2.0 Interval Reports but the time is all aggregated into the starting interval in the Summary Reports in Reports 2.0.

These 2 types of reports allows inContact to provide 2 different views into

the data thereby allowing customers to choose the desired view based on need and usage scenarios.

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Agent States Report

Agent States in inContact are logged in the database in such a way that it makes perfect sense from a system perspective but requires some

interpretation and manipulation in order to report on these states as desired. This narrative attempts to explain how these states will be reported

on in addition to how the data is pulled out of the DB.

Agent States can be broken down into three categories:

Major States. These are states that are reported on explicitly because they speak to agent performance and utilization. These are distinct states, not

categories that can be further broken down into other distinct states. They include:

Available General Unavailable or Unavailable

Inbound Outbound

Consult Refused

Held Party Abandon Dialer (only exists if the customer has purchased Dialer)

Unavailable States. In the inContact system there exist 2 agent state categories that can be further broken down into other agent “sub-states”.

These 2 categories are configurable by the customer through Central and are referred to as “Unavailable Codes”. These codes can be configured in the

Manage>Skills>Unavailable Codes section of the inContact Central application and include the following (setting the “Post Contact” switch will

determine which category below the State will fall into):

After Contact Work or After Call Work (ACW) – Post Contact is checked. Examples include “Fax Documentation”, “Make Copy”

Unavailable Codes – Post Contact is NOT checked. Examples include

“Lunch”, “Break”, “Training”, “Back Office Admin”

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System Pending States. This collection of states exist in inContact to account for any ACD time the agent spends in the system but that is not

controllable by the agent. For example, when the agent logs in, the system spends some time behind the scenes getting the application ready for the

agent to accept calls. This time is called “LoggedIn”. Another example is when the agent has transferred a call but the call has not been fully

released, this is called “TransferPending”. inContact has chosen to display all of this time in its reports, so that the user is aware it exists and does not

become confused by extraneous time that is seemingly not accounted for.

This time will be reflected in the Total Login Time of the Agent.

Charts

The charts included in this report are not meant to be a fully functional dashboard that will answer every question you might have about your agents performance and utilization. They are meant, however, to give you a

quick overview of where and how the agents are spending their time. This

allows you to then pop into the data grids to answer any questions you might have, more completely.

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Agent States

The “Agent States” chart is meant to give the user an overall view of how

the agents are spending their time. This data is presented on a horizontal stacked bar chart where each segment of the bar represents one of the

states described above as follows: each Major State is represented in a segment, ACW and the Unavailable Code groupings each have their own

segment called “After Contact Work” and “Unavailable Codes”, respectively.

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And finally the System Pending States are grouped into one segment called “System Pending”.

The teams/agents with the most Available Time appear at the top and those with the least appear at the bottom. Teams are displayed by default.

Clicking on a team will drill-down to display the agents on that team also sorted by the most Available Time to the least. You will also find this same

data represented by Location/Agent and Campaign/Skill.

Please note that hovering over any segment of the stacked bar will display

the details regarding that segment. Here the ACW Time is shown to be 133.03 Hours.

Top Agent States

The chart titled “Top Agent States” will display only the distinct agent states that individually make up > 2.5% of the total, as a distinct slice of the pie,

up to a maximum of 10 slices. All other states that individually make up < 2.5% of the total will be lumped into a slice called “Other”, resulting in a

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total maximum of 11 slices. The agent states evaluated for this chart include all of the following:

Each Major State described in the Overview section above.

Each individual ACW “sub-state” such as “Fax Documentation”, etc.

Each individual Unavailable Codes “sub-state” such as “Lunch” or “Training”.

Each System Pending “sub-state” such as “TransferPending” or “LoggedIn”.

For example, the diagram below contains 9 slices where one of them is

named “Other”. This “Other” category includes all other states where each individual state fell below 2.5% of the total displayed. Hovering over any

slice of the pie will display the details of that data slice as shown in the diagram below. In this chart the Total Time for the specified date range is

displayed in the legend in the Time Measure selected by the user

(milliseconds, seconds, minutes, or hours). In this example Hours has been selected. The % of time can be deduced based on the size of the pie slice.

Clicking on either the “Other” slice or the “Other” legend item will display the

next set of states that into this “Other” category. In the diagram below you

can see what those next states include.

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Notice this diagram has another category called “Other”. This means that there are still other categories that fall below 2.5% of this total which is

268.08, in this example. Notice that Training/Coaching is nearly 25% of this total (57.35 / 268.08 = 21.39%).

Clicking on this subsequent “Other” category (either on the slice or the legend) will drill into the next 2.5% of data until finally all of the discreet

data slices have been rendered.

Top Auxiliary States

The “Top Auxiliary States” chart functions in the same way as the “Top

Agent States” chart except it is designed to display only time that may be considered “Unavailable Time”. The lower limit of this report is 2.5% and

the maximum # of slices is configured to 10. The states evaluated include:

General Unavailable (Major State). Each individual ACW “sub-state” such as “Fax Documentation”, etc. The

primary reason that ACW is included in this chart is because the inTouch system in Pro (inContact’s previous version of reporting)

logged and reported ACW time as a sub-category of Unavailable Time.

Each individual Unavailable Codes “sub-state” such as “Lunch” or “Training”.

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Each System Pending “sub-state” such as “TransferPending” or “LoggedIn”.

For example, the slices of this pie chart may include: General Unavailable,

Fax Documentation, Training/Coaching, LoggedIn, etc. The overall category

will not be displayed because these are broken down and evaluated individually.

Grids

Click the in the filter section to change to the grid view.

Agent Time Card

The first grid found on the Agent States Report is the Agent Time Card. This grid displays each agent in alphabetical order by last name along with each

individual Agent Session that was worked in the selected date range. In collapsed mode all agent sessions are grouped together under the given

agent.

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Simply right-click on any “+” sign in the grid and select “expand all” in order to display the details of each individual grouping. Expanding the agent will

reveal each individual date within the date range. Expanding the date will reveal each individual session logged on that date. If an agent logs in and

out of inContact several times in one day, then several session may be displayed for one single date. The Session Duration will display the time

frame in the “Time Measure” selected by the user. In this case it is hours.

Below the Agent Time Card grid is a set of tabs that each contain 4 separate

grids.

1) The first displays Agent State Details by Team and Agent. The definition

of each individual column can be found in the Report Dictionary.

2) The second grid displays the individual ACW codes and how long the agent spent in each code for the total date range selected.

3) The third grid displays each team/agent and unavailable code where the agent spent time.

4) The final grid displays the time an agent spent waiting for the System to

complete any actions. These times are not controllable by the agent, but it may be useful to see how the system is managing its processing time.

These times should be minimal.

All of these times adhere to the Time Measure selected by the user. In this

example, hours is selected.

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Agent States Report Dictionary

Displays statistics on how long agents spent in each possible agent state that exists in the inContact Agent Application. This includes a breakdown of

all Unavailable time including General Unavailable time, NON-ACW and ACW unavailable time, and System generated unavailable time. This report

answers the following questions: 1) Are the agents in adherence with their

WFM schedule? 2) Are the Agents in compliance with their WFM schedule? 3) Where are the agents spending the majority of their time?

Metric Name Description Calculation

ACW Time (ACWT)

The length of time the agent spent on work that is

necessitated by and immediately follows a

call/contact (After Contact Work). More specifically, this

time includes agent time spent in any Unavailable Code within

inContact Central that relates to After Contact Work. This

metric is reported on by agent/team/location and

campaign/skill/media.

(derived from agent log detail table and

outstates table) time agent spent in outstate

where isACW = TRUE and IsSystemOutstate

= FALSE

% Consult Time (%CON)

Percentage of Login Time agent spent consulting with another

agent or supervisor.

(Consult Time / Login Time) * 100

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Consult Time

(CON)

Length of time agent spent in

communication with another agent or supervisor. Through

the inContact Agent application it is triggered by an explicit

''consult'' action. Currently, in inContact, a consult can occur

between 2 agents without being directly tied to a contact. For

this reason, at this time, a consult state does not exist for

a specific contact.

time agent spent in

agent_state = INBOUNDCONSULT or

OUTBOUNDCONSULT

% Dialer Time (%DLR)

Percentage of Login Time agent spent in the inContact Dialer.

(Dialer Time / Login Time) * 100

Dialer Time (DLR)

Length of time agent spent in the Dialer waiting for Outbound Calls to arrive. This metric only

applies to customers that have

purchased the inContact Dialer.

time agent spent in agent_state = DIALER

HPA Time

(HPAT)


an unavailable state after a contact was put on hold and

then abandons. User Story: Agent in active communication

with contact. Agent places contact on hold. Contact

abandons the communication while waiting on hold. Agent is

placed in Unavailable HPA State. Contact ends. Agent

time agent spent in

agent_state = HELDPARTYABANDONE

D

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remains in this state until they

manually change it to

something else.

Refused Time (REFT)

The state the agent is placed in after a contact has been offered

to them, but they did not answer or otherwise respond

within the configured station timeout duration. It is more

accurate to say that the contact simply expired since the agent

did not perform any action to ''refuse'' the contact. Instead,

it is a system prompted state.

This state exists to notify the ACD that the agent is

unavailable therefore a contact will not be routed to them. For

example, an agent is in available state, steps away

from their desk and forgets to set their state unavailable. A

contact is then routed to the agent. The agent does not

respond within the configured State Timeout duration,

therefore a timeout occurs. The agent is placed in

Unavailable Refused State and

the contact is routed back to

time agent spent in agent_state = REFUSED

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the skill queue. The agent

remains in this Refused State

until they manually change their state to something else.

General Unavailable

Time (GUT)

The explicit agent state called ''Unavailable''. This is a general

unavailable state that exists to notify the ACD that the agent is

unavailable therefore a contact will not be routed to them.

agent_state = UNAVAILABLE and

outstate_code = 0

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System

Pending (aka. System

Unavailable Codes (SPT)

The collection of Unavailable

Codes generated and managed by the inContact system.

These states exist to track the time where the agent is waiting

for the system to complete an action such as logging in the

agent or waiting for a contact to arrive. Specifically, this

category includes: LoggedIn, LoggedOut, DialerLoggedOut,

PromisePending,

CallbackPending, TransferPending, DialerPending,

ConsultPending, OutboundPending,

InboundPending.

(agent_state =

LOGGEDOUT or LOGGEDIN) or

(outstate_code = (dbo.base_outstates

where IsSystemOutstate =

TRUE and (outstate_code not in

(REFUSED, HELDPARTYABANDON))

))

Unavailable

Codes (UCDT)

The collection of agent states

defined by an Unavailable Code within inContact Central that

does NOT relate to After Call Work. These unavailable states

are input and managed by the contact center and will notify

the ACD that the agent is unavailable therefore a contact

will not be routed to them.

outstate_code =

(dbo.base_outstates where isACW = FALSE

and IsSystemOutstate = FALSE)

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Unavailable

Time or Total Unavailable

Time (UT)

Length of time agents spent in

an unavailable state. This includes any unavailable state

both input and managed by the customer and created and

managed by the inContact system (General Unavailable,

non-ACW Unavailable Codes, ACW Unavailable Codes, and

System Unavailable Codes).

time spent in

agent_state = UNAVAILABLE or

LOGGEDOUT or LOGGEDIN

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Agent Statistics Report

The Agent Statistic Report is a summary report that displays agent related metrics aggregated by Agent, Team, or Location. The definition of every

metric found in the charts and grids of this report may be found in the Report Dictionary.

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Charts

The charts included in this report are meant to give the user an overview of the agents performance & utilization by Team, Location, and Agent.

Agent Performance

The “Agent Performance” chart displays 2 primary metrics that speak to

agent performance: Talk Time and ACW Time. These can be viewed by Total

Time or Average and they are aggregated by either Team or Location. Clicking on either the Team or Agent will drill-down to reveal the individual

agents. If agents are not grouped into locations then the Location chart will simply display the highest level entity which would be Agents. To display

the Averages, simply click on the “Average” tab.

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Agent Utilization

The “Agent Utilization” chart displays 2 primary utilization metrics called Occupancy and Working Rate. Please refer to these metrics in the report

dictionary for definitions and calculations. Like the “Agent Performance” charts, the Team and Location entities will appear first, clicking on the bar

for any of these will drill-down to reveal the agents on the team/location.

Grids


The grids section in the “Agent Statistics” Report contains a Metric Selection list box along with 3 grids: Agent, Team, and Location Summary.

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Selecting any combination of metrics in the metric selection box will display these metrics in each of the 3 grids and automatically summarize the data

over the date range selected.

For example, a supervisor may want to review the handle time of all of the

agents along with all of the components that make up handle time. Since Handle Time = Active Talk Time + Hold Time + Conference Time + ACW

Time, the supervisor may search for and select those 5 metrics: Active Talk Time, Hold Time, Conference Time, ACW Time, and Handle Time.

After rearranging the columns inside each grid, the report might look something like the diagram shown above. Notice that the metrics are

summarized in each grid appropriately by either agent, team, or location. At this point the supervisor may decide to bookmark these metric selections so

that they can return to this “Handle Time” Report at a later date.

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Agent Statistics Report Dictionary

Displays all agent statistics including times spent in each agent state and metrics relating to agent performance and utilization. Report includes

statistics that are associated and not associated with a contact. This report answers questions regarding performance and utilization such as: 1) How

long do the agents spend handling contacts? 2) What is their occupancy

and working rate? 3) How is my agent performing compared to their team or other agents?


% Active Talk Time (%ATT)

Percentage of Handle Time agent spent in Active Talk Time.

(Active Talk Time / Handle Time) * 100

Active Talk Time (ATT)

Length of time that contact spent in active conversation

with the primary agent. Does not include Hold Time or

Conference Time. (Different from Talk Time which does

include Hold and Conference

Time).

time contact spent in contact_state = ACTIVE

Avg Active

Talk Time (AATT)

Average length of time that

contact spent in active conversation with the primary

agent.

1) Summary

Calculation: Active Talk Time / Contacts

Handled; 2) Trending Calculation: Active Talk

Time per Interval / Contacts Handled in

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that interval

% ACW Time (%ACWTC)

ACW Time may be viewed from either the Agent State

perspective or the Contact State perspective. From the

Contact State perspective it is the percentage of Total Contact

Time that the contact spent in ACW state. From the Agent

State perspective it is the percentage of Login Time that

agents spent in ACW state.

2 possible calculations exist for % of ACW

Time. When displayed for Skill, Campaign or

Media it is: (ACW Time / Contact Time) * 100.

When displayed for Agent, Team or

Location it is: (ACW Time / Login Time) *

100

ACW Time (ACWT)

The length of time the agent spent on work that is

necessitated by and immediately follows a

call/contact (After Contact Work). More specifically, this

time includes agent time spent in any Unavailable Code within

inContact Central that relates to After Contact Work. This

metric is reported on by agent/team/location and


(derived from agent log detail table and

outstates table) time agent spent in outstate

where isACW = TRUE and IsSystemOutstate

= FALSE

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Avg ACW Time

(AACWT)

The average time the contacts

spent in the After Contact Work state.

1) Summary

Calculation: ACW Time / Contacts Handled ;

2) Trending Calculation: ACW Time

per Interval / Contacts Handled in that interval

% Available Time (%AVT)

Percentage of Login Time an agents spent in an Available

State.

(Available Time / Login Time) * 100

Available Time (AVT)

Length of time agents spend waiting for contacts to arrive.

time agent spent in agent_state = AVAILABLE

% Conference Time (%CNFT)

Percentage of Handle Time agent spent in Conference with

another agent and a Contact.

(Conference Time / Handle Time) * 100

Avg Conference Time (ACNFT)

Average length of time contact spent in conference state.

Conference Time / Contacts Handled

Conference Time (CNFT)

Length of time agent spent in conference with another agent

and the caller.

time contact spent in contact_state =

CONFERENCE

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% Consult

Time (%CON)

Percentage of Login Time agent

spent consulting with another agent or supervisor.

(Consult Time / Login

Time) * 100

Consult Time (CON)

Length of time agent spent in communication with another

agent or supervisor. Through the inContact Agent application

it is triggered by an explicit ''consult'' action. Currently, in

inContact, a consult can occur between 2 agents without being

directly tied to a contact. For this reason, at this time, a

consult state does not exist for a specific contact.

time agent spent in agent_state =

INBOUNDCONSULT or OUTBOUNDCONSULT

Dialer Time (DLR)

Length of time agent spent in the Dialer waiting for Outbound

Calls to arrive. This metric only

applies to customers that have purchased the inContact Dialer.

time agent spent in agent_state = DIALER

% Handle Time (%HT)

Percentage of Login Time agent spent handling contacts.

(Handle Time / Login Time) * 100

Avg Handle Time (AHT)

Average length of time an agent spent handling a contact.

1) Summary Calculation: Handle

Time / Contacts Handled ; 2) Trending

Calculation: Handle

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Time per Interval /

Contacts Handled in

that interval

Handle Time (HT)

Length of time contact was actively handled by an agent.

Talk Time + ACW Time

Handled (ANS)

Number of Inbound/Outbound contacts that were, at one point

or another, in contact with the agent. Also known as Contacts

Answered.

distinct count of contacts where

contact_state = ACTIVE and

contact_state_duration > 0

% Held Party Abandon

(%HPA)

Percentage of contacts that were placed on hold that then

abandoned the system while on hold.

(Held Party Abandons / Held Contacts) * 100

Held Party Abandons

(HPA)

Number of contacts that were placed on hold by an agent and

then abandoned the system while on hold.

(derived from agent log detail table - HPA's are

not logged in the contact log detail table

yet - contact_id must

be valid to be counted) distinct contacts in

agent log detail where agent_state =

HELDPARTYABANDONED

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% HPA Time

(%HPAT)

Percentage of Total Unavailable

Time that an agent spent in the Held Party Abandon state.

(HPA Time / Total

Unavailable Time) * 100

Avg HPA Time (AHPAT)

Average length of time an agent spent in the Held Party

Abandon State.

1) Summary Calculation: HPA Time

/ Held Party Abandons; 2)

Trending Calculation: HPA Time per Interval

/ Held Party Abandons

HPA Time (HPAT)

Length of time agent spent in an unavailable state after a contact was put on hold and

then abandons. User Story: Agent in active communication

with contact. Agent places contact on hold. Contact

abandons the communication

while waiting on hold. Agent is placed in Unavailable HPA

State. Contact ends. Agent remains in this state until they

manually change it to something else.

time agent spent in agent_state = HELDPARTYABANDONE

D

% Hold Time (%HLDT)

Percentage of Handle Time contact spent on hold.

(Hold Time / Handle Time) * 100

Hold Time Length of time contact spent on time contact spent in

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(HLDT) hold with an agent. contact_state = HOLD

% Inbound Time (%IBT)

Percentage of Login Time agent spent in Active Inbound Time

State handling Inbound Contacts.

(Inbound Time / Login Time) * 100

Avg Inbound Time (AIBT)

Average length of time Inbound contact spent with the agent.

1) Summary Calculation: Inbound

Time / Inbound Contacts; 2) Trending

Calculation: Inbound Time per Interval /

Inbound Contacts in that interval

Inbound Time (IBT)

When referring to Agent Statistics, the length of time

that agent spent connected

with an Inbound Contact. Includes anything that may

happen during a conversation from hello to goodbye. Also

known as Talk Time for Inbound Contacts. Only contacts with

durations longer than 2 seconds are counted to avoid wrong

numbers, or other premature disconnections.

sum of all Inbound Contact durations

where agent_state =

INBOUNDCONTACT or INBOUNDCONSULT and

total_contact_duration >= 2 seconds

Login Time Length of time agents are time agent spent in agent_state = ALL (all

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(LT) logged into the system. agent state durations

should be included in

Login Time)

Occupancy (OCC)

Percentage of time agents handle contacts vs. wait for

contacts to arrive. Also

referred to as Agent Utilization or Percent Utilization.

(Handle Time / (Handle Time + Available Time

))* 100

Offered (OFR) Refers to Inbound contacts only. Number of contacts

offered (i.e. delivered) to the agent whether they were

answered or refused. If the agent answers then it becomes

a contact ''handled''. If the agent does not answer and the

time exceeds the station timeout then it becomes a

''refused'' contact. If the caller hangs up or otherwise

disconnects then it's an ''abandon''. Contacts

transferred to another agent

will NOT count as an offered contact.

distinct contacts where (a contact_state =

ROUTING record exists and NO contact_state =

ABANDONED record exists ) and (not

transferred directly to an agent (i.e.

reskillindicator <= 1) and (direction =

INBOUND and skills.outbound_skill =

FALSE)

% Outbound Time (%OBT)

Percentage of Login time agents spent handling outbound

contacts.

(Outbound Time/ (Login Time)) * 100

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Avg Outbound

Time (AOBT)

Average length of time agent

spent handling outbound contacts.

1) Summary

Calculation: Outbound Time / Outbound

Contacts; 2) Trending Calculation: Outbound

Time per Interval / Outbound Contacts in

that interval

Outbound Time (OBT)

When referring to Agent Statistics, the length of time the agent spent handling

Outbound Contacts.

time agent spent in agent_state = OUTBOUNDCONTACT

% Refused (%REF)

Percentage of contacts offered to the agent but the agent never answered or otherwise

responded to.

(Refused Contacts / Contacts Offered) * 100

Refused (REF) Number of contacts offered to the agent but the agent never answered or otherwise

responded to.

distinct contacts where agent_outstate = REFUSED and

contact_id > 0

% Refused Time (%REFT)

Percentage of Total Unavailable Time the agent spent in refused

state.

(Refused Time / Total Unavailable Time) *

100

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Avg Refused

Time (AREFT)

Average Refused Time 1) Summary

Calculation: Refused Time / Contacts

Refused ; 2) Trending Calculation: Refused

Time per Interval / Contacts Refused

Refused Time (REFT)

The state the agent is placed in after a contact has been offered

to them, but they did not answer or otherwise respond

within the configured station timeout duration. It is more

accurate to say that the contact simply expired since the agent

did not perform any action to

''refuse'' the contact. Instead, it is a system prompted state.

This state exists to notify the ACD that the agent is

unavailable therefore a contact will not be routed to them. For

example, an agent is in available state, steps away

from their desk and forgets to set their state unavailable. A

contact is then routed to the agent. The agent does not

respond within the configured State Timeout duration,

therefore a timeout occurs.

The agent is placed in Unavailable Refused State and

the contact is routed back to the skill queue. The agent

time agent spent in agent_state = REFUSED

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remains in this Refused State

until they manually change

their state to something else.

Avg Speed of Answer (ASA)

Average time it took for a call to be answered by an agent

from when the caller first selected the option to speak to

an agent. Does NOT inlude Abandon calls.

1) Summary Calculation: Speed of

Answer / Contacts Handled ; 2) Trending

Calculation: Speed of Answer per Interval /

Contacts Handled

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Speed of

Answer (SA)

Time that a Handled Contact

spent waiting in the queue after requesting to speak to an agent

until the call was routed to the agent. Does NOT include

Abandon calls (calls that enter the Active state, even if the

duration in this state = 0, will never contain an Abandoned

state record).

time spent in

contact_state_category = INQUEUE until first

contact_state = ACTIVE (does not include time

spent in the active state) and

contact_state_duration for ACTIVE state > 0

% Talk Time (%TT)

Percentage of Handle Time agent spent in Talk Time.

(Talk Time / Handle Time) * 100

Avg Talk Time (AVGTT)

Average length of time the contact spent talking (including hold and conference) with the

agent.

1) Summary Calculation: Talk Time / Contacts Handled; 2)

Trending Calculation: Talk Time per Interval

/ Contacts Handled in

that interval

Talk Time (TT) Length of time the contact

spent connected with an agent from ''hello'' to ''goodbye''.

Includes anything that may happen during a conversation,

including placing customers on hold to confer with supervisors

or other. May include both Inbound Time and Outbound

Time depending on report

Active Talk Time + Hold

Time + Conference Time

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filters.

% Unavailable Time (%UT)

Percentage of Login Time agents spent in an unavailable

state.

(Unavailable Time / Login Time) * 100

Unavailable Time or Total Unavailable

Time (UT)

Length of time agents spent in an unavailable state. This includes any unavailable state

both input and managed by the customer and created and

managed by the inContact system (General Unavailable,

non-ACW Unavailable Codes, ACW Unavailable Codes, and

System Unavailable Codes).

time spent in agent_state = UNAVAILABLE or

LOGGEDOUT or LOGGEDIN

Working Rate (%WT)

Percentage of total Login Time the agent was available or

actively handling contacts.

(Working Time / Login Time) * 100

Working Time

(WT)

Length of time an agent was

available or actively handling contacts.

Available Time +

Inbound Time + Outbound Time + ACW

Time

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Contact States Report

The Contact States Report is a detail report that displays information related to a contact such as the skill, agent, disposition, DNIS, etc. It also shows

how a contact came into being along with the entire life of the contact including transfers.

This report is related to the “Contact History Report” currently found in Central. One of the major differences between the Report 2.0 and the

version in Central is that the Central version will not display the contact state sequence from the master through all of its children.

To understand this chart and the grids more completely, it’s important to become familiar with the inContact system of logging data. The following

chart shows how a contact might enter the inContact system beginning in the IVR and then transition through the different contact state “categories”

in sequence. Contacts generally move through the categories in sequence but not always. The distinct contact states within each category are

specifically logged and depicted in the Contact Life Grid shown in the grids section of the report.

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Charts

Contact States

You can view the Contact State breakdown over the data/time range

selected in 3 different ways:

1. Total Time – this is displayed in the Time Measure selected (milliseconds, seconds, minutes, hours). This example shows the

number of total hours that contacts spent in each of the inContact State Categories;

2.Average – Click on the icon to display the 2 other options and select

Average. This will display the Average amount of time the contacts spent in each state;

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3.Percentage - Click on the icon to display and select Percentage to

see the % of time the contacts spent in each state.

Grids


The “View Grids” section in the “Contact States” Report contains 3 grids: Contact Details, Master Contact Details, and Contact Life.

Initially, all contact id’s that were generated within the data and time range selected in the filter will be displayed in the Contact Details grid. Beneath

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this grid is the Master Contact Details grid which contains all the contacts that originally entered the system. The 3rd grid, called “Contact Life”

contains the entire life of the contact from the original that entered the inContact system through all transfers, conferences, and voicemails.

Selecting a single contact id is from one of the first 2 grids will enable the Contact Life be displayed. The Contact Life grid is initially blank upon first

entry into the tab.

Contact Details

The Contact Details grid contains the following data:

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Column Name Description

Contact ID The numeric value that identifies a contact that

exists within the inContact system. A contact id is different from a contact in that a contact refers to

an individual that calls or writes into a contact center with a question or comment. This is referred

to here as the “originating contact”. A new contact id may be generated in different instances such as

for the originating contact; an agent or skill transfer will generate a new contact id; and a caller that

opts to leave a voice mail message will also generate a new contact id. All of these system

generated contacts are tied together by a “Master

Contact ID” that can be found in the Master Contact Detail grid described below. The originating contact

id and the master contact id are always identical. Other contact id’s that are subsequently generated

will tie back to the previous contact id via the master. These result in a chain of contacts that can

be traced in the “Contact Life” grid also found on this report. It is described in detail below.

Resulted From The purpose of this column is to convey how the contact id came into being. As described above,

there are several instances within inContact that may generate a new contact id. Possible values

include:

"Original Contact"

"Skill Transfer"

"Agent Transfer"

"Consult followed by Transfer"

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"Conference" – pending future release

"Transfer to Outside Number" – pending future release

Blank – source is unknown – this value indicates a

newly generated contact id whose source is unidentifiable by the reporting system.

Duration Length of time contact spent in the inContact system.

Start Date Date and time the contact entered the inContact system.

DNIS/To Address The DNIS (or Point of Contact phone number the customer calls) or To email address the customer

contacted.

ANI/From Address The ANI (customer phone number) or From email address that the customer used.

Type Inbound or Outbound direction of the contact.

Disposition The disposition selected by the agent at the end of the contact.

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Media Type The media type of the contact. For example, Phone,

email, chat, etc.

Skill The skill associated with the contact.

Agent The agent associated with the contact.

Team The team the associated agent is on.

Location The location the associated agent is at.

Routed Number of times the contact was routed.

Conferences Number of times the contact was placed in conference.

Holds Number of times the contact was placed on hold.

Refusals Number of times the contact was refused by an agent.

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Master Contact Details

The Master Contact Details grid contains the following data:


Master Contact ID The contact id of the originating contact. This is the

original contact that entered the inContact system. It may be different from the contact id found in the

Contact Detail grid if the contact id is not the originating contact due to a transfer to a skill,

agent, voicemail, etc.

Total Contact Duration

Length of time the parent/master contact spent in the inContact system.

Start Date Date and time the master contact entered the inContact system.

DNIS/To Address The DNIS (or Point of Contact phone number the customer calls) or To email address the customer

contacted.

ANI/From Address The ANI (customer phone number) or From email address that the customer used.

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Type Inbound or Outbound direction of the contact.

Disposition The disposition of the originating contact.

Transfers Total number of transfers the master contact

experienced.

Contact Life (a.k.a. Contact State Sequence)

The Contact State Sequence or Contact Life grid displays every contact state

transition over the entire life of the contact despite where it falls in the sequence be it the originating contact (master) or a child due to a some type

of transfer or voice mail.

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The Contact Life grid contains the following data:


Master Contact ID The contact id of the originating contact. This is the original contact that entered the inContact system.

It may be different from the contact id found in the Contact Details grid if the contact id is not the

originating contact due to a transfer to a skill, agent, voicemail, etc.

Contact ID

Start Date Date and time the contact state began

Contact State Name of the Contact State as defined by the inContact system.

Duration Length of time the contact spent in this state.

Media Type The media type of the contact while in this state. This column is helpful to see the transition of an

originating contact from one media to another as in

the case of a Voicemail. See example below.

Skill The skill of the contact while in this state. This

column is helpful to see the transition of the originating contact from one skill to another as in

Page | 92


the case of Skill Transfers.

Agent The agent of the contact while in this state. This column is helpful to see the transition of the

originating contact from one agent to another as in the case of Agent Transfers.

Team Name of the team the agent belonged to at this time. Provided as a convenience only.

Location Name of the location the agent belonged to at this time. Provided as a convenience only.

Contact Press Path

The Contact Press Path report will show all actions and selections for a specific ContactID.

Page | 93

The Contact Press Path contains the following data:


Action The name of the Studio action that is being logged.

Label The Caption that is set on the Studio action. For example, if two MENU actions exist in a single

script, then they must contain separate captions to be distinguished.

Result The branch that was taken by the contact for a specific action, or the result that was specified

(IVRLog). For example, if an ASRMENU action had the options “Press or say 1 for English, Press or say

2 for Spanish” then the result would be “1” and “2”.

Capture Date The date the Contact Press Path was taken.

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Contact States Report Dictionary

Displays the details of a contact including all agents that handled the contact, transfers, disposition, and the different states that the contact

passed through (contact life). It will answer questions relating to a specific contact such as: 1) Did this contact get transferred and to whom or what

was it transferred; an outside number, another skill, or another agent? 2)

What are the specifics of this contact; who handled it, did it abandon, or did it meet the service level?


Conferences (CNFS)

Number of times a contact was placed in conference.

for each contact, the number of records

where contact_state = CONFERENCE

Holds (HLDS) Number of times a contact was placed on hold during a

conversation.

for each contact, the number of records

where contact_state = HOLD

Refusals (RFS) Number of times the same contact was refused.

count agent log detail records where

agent_outstate =

REFUSED for the same contact id

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Routed (RTC) Number of times a contact was

routed. Normally relates to Refusals.

for each contact, count

contact log detail records where

contact_state = ROUTING

Transfers (TFR)

Number of times a contact was re-routed from the handling

agent. This includes all types of transfers that exist within

inContact including: 1) transfer to an outside number; 2)

transfer to a different skill (reskill); 3) transfer to a

different agent (reagent).

for each master_contact_id and

it's child contacts count the number of

contact_state = TRANSFER records

Page | 96

Contact Statistics Report

The Contact Statistics Report is a summary report that displays contact related metrics Skill and Campaign. 3 charts have been included to display

service related metrics.

Page | 97

Charts

Abandon Rates

The “Abandon Rates” chart includes: Prequeue Abandons which is a new

metric being provided to customers, Short Abandons, Abandons, and Contacts Offered. The 4 of these metrics together give an overview of what

is happening in the skill queue (i.e. inqueue contact state). Please see the Report Dictionary for definitions and calculations of these metrics.

Page | 98

Skill Performance

The “Skill Performance” chart gives an overview of service metrics by skill. Metrics include Service Level, Abandon Rate (i.e. % Abandons), and Short

Abandon Rate (i.e. % Short Abandons). Please see the Report Dictionary for definitions and calculations of these metrics.

Page | 99

Average Speed of Answer

This chart displays the Average Speed of Answer (ASA) by Campaign first.

Clicking on the campaign will display the ASA by Skill. Both charts are sorted in descending order by ASA. Please see the Report Dictionary for

definitions and calculations of these metrics.

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Contact Statistics Report Dictionary

Displays all contact statistics that may or may not cross-over both skill and agent. In this report metrics can be viewed by Agent/Team, Skill/Campaign,

or Media Type. It answers questions relating to both skill performance as

well as agent performance such as: 1) What is the Service Level and Abandonment rates for each skill or campaign? 2) What is the prequeue

abandon rate? 3) What is the average handle time of one skill or campaign as compared to another? The metrics that apply to agents can be found by

skill or team on this report. This report is meant to bridge the gap that existed in our Pro system where metrics could not be displayed by both

agent/team and skill/campaign.


% Abandons (%ABN)

Percentage of Contacts Queued that abandoned prior to being

offered to an agent.

(Abandons / Contacts Queued) * 100

Abandons

(ABN)

Number of contacts that spent

time waiting to speak to an agent and then hung-up or

otherwise exited the system before being offered to an

agent. These calls are not resolved in the IVR.

distinct contacts where

contact_state = ABANDONED and

(direction = INBOUND and

skills.outbound_skill = FALSE)

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Abandon Time

(ABNT)

Length of time contact spent in

the queue prior to abandoning.

time contact spent in

contact_state_category = INQUEUE where

contact_state = ABANDONED

Avg Abandon Time (AABT)

Average amount of time a caller waits in queue before

abandoning. Metric is only.

1) Summary Calculation: Abandon

Time / Contacts Abandoned ; 2)

Trending Calculation: Abandon Time per

Interval / Contacts Abandoned

ACD Contacts (ACDC)

Number of contacts that passed through the ACD contact state

category.

distinct contacts where contact_state_category

= AGENT

ACD Time (ACDT)

Total length of time contact spent in the ACD.

time contact spent in contact_state_category = AGENT

% Active Talk Time (%ATT)

Percentage of Handle Time agent spent in Active Talk Time.

(Active Talk Time / Handle Time) * 100

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Active Talk

Time (ATT)

Length of time that contact spent

in active conversation with the primary agent. Does not include Hold Time or Conference Time.

(Different from Talk Time which does include Hold and Conference

Time).


contact_state = ACTIVE

Avg Active Talk Time

(AATT)

Average length of time that contact spent in active

conversation with the primary agent.

1) Summary Calculation: Active Talk

Time / Contacts Handled; 2) Trending

Calculation: Active Talk


that interval

% ACW Time

(%ACWTC)

ACW Time may be viewed from

either the Agent State perspective or the Contact

State perspective. From the Contact State perspective it is

the percentage of Total Contact Time that the contact spent in

ACW state. From the Agent State perspective it is the

percentage of Login Time that agents spent in ACW state.

2 possible calculations

exist for % of ACW Time. When displayed

for Skill, Campaign or Media it is: (ACW Time

/ Contact Time) * 100. When displayed for

Agent, Team or Location it is: (ACW

Time / Login Time) * 100

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ACW Time

(ACWT)

The length of time the agent

spent on work that is necessitated by and

immediately follows a call/contact (After Contact

Work). More specifically, this time includes agent time spent

in any Unavailable Code within inContact Central that relates to

After Contact Work. This metric is reported on by

agent/team/location and


(derived from agent log

detail table and outstates table) time

agent spent in outstate where isACW = TRUE

and IsSystemOutstate = FALSE

Avg ACW Time (AACWT)

The average time the contacts spent in the After Contact Work

state.

1) Summary Calculation: ACW Time

/ Contacts Handled ;

2) Trending Calculation: ACW Time

per Interval / Contacts Handled in that interval

Available Time (AVT)

Length of time agents spend waiting for contacts to arrive.

time agent spent in agent_state =

AVAILABLE

% Callback

Requests (%CBR)

Percentage of Contacts Queued

that requested a callback.

(Callback Requests /

Contacts Queued) * 100

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Callback

Requests (CBR)

Number of contacts that

entered the queue and then requested a callback instead of

waiting for an agent to become available.


contact_state = CALLBACK

Callback Time (CBT)

Length of time contact spent waiting for the inContact

system to call back, after the caller requested a callback.

time spent in contact_state =

CALLBACK

% Conferenced

(%CNF)

Percentage of handled contacts that were placed in conference.

(Conferenced / Contacts Handled) * 100

Conferenced (CNF)

Number of contacts that were placed in conference.

distinct count of contacts where contact_state =

CONFERENCE

% Conference Time (%CNFT)

Percentage of Handle Time agent spent in Conference with another agent and a Contact.

(Conference Time / Handle Time) * 100

Avg Conference

Time (ACNFT)

Average length of time contact spent in conference state.

Conference Time / Contacts Handled

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Conference

Time (CNFT)


conference with another agent and the caller.


contact_state = CONFERENCE

% Handle Time (%HT)

Percentage of Login Time agent spent handling contacts.

(Handle Time / Login Time) * 100

Avg Handle Time (AHT)

Average length of time an agent spent handling a contact.


Time / Contacts Handled ; 2) Trending

Calculation: Handle Time per Interval /

Contacts Handled in that interval

Handle Time (HT)


Talk Time + ACW Time

% Handled (%ANS)

(Synonymous with % Contacts Answered.) Percentage of

contacts queued that were actually handled.

(Contacts Handled / Contacts Queued) *

100

Handled (ANS)





contact_state_duration

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Answered. > 0

% Held Party Abandon

(%HPA)

Percentage of contacts that were placed on hold that then

abandoned the system while on hold.

(Held Party Abandons / Held Contacts) * 100

Held Party Abandons

(HPA)

Number of contacts that were placed on hold by an agent and

then abandoned the system while on hold.

(derived from agent log detail table - HPA's are

not logged in the contact log detail table

yet - contact_id must be valid to be counted)

distinct contacts in agent log detail where

agent_state =

HELDPARTYABANDONED

% Held (%HLD)

Percentage of handled contacts that were placed on hold.

(Held Contacts / Contacts Handled) *

100

Held (HLD) Number of contacts placed on

hold.


contact_state = HOLD

% Hold Time

(%HLDT)

Percentage of Handle Time

contact spent on hold.

(Hold Time / Handle

Time) * 100

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Avg Hold Time

(AHLDT)

Average time callers spent on

hold with agents.

1) Summary

Calculation: Hold Time / Held Contacts ; 2)

Trending Calculation: Hold Time per Interval

/ Held Contacts in that interval

Hold Time (HLDT)

Length of time contact spent on hold with an agent.

time contact spent in contact_state = HOLD

% In_SLA (%INSLA)

Percentage of Contacts Queued that were handled within the

defined Service Level objective.

(Contacts In_SLA / Contacts Queued within

Skill) * 100

In_SLA (INSLA)

Number of contacts that were handled within the defined Service Level objective.

The In_SLA metric depends on the Skill Configuration of Service

Level (may or may not include abandons). See

the Service Level description found in the

Online Documentation

for complete Details.

% Inbound

Contacts (%IB)

Percentage of Total Contacts

that were Inbound.

(Inbound Contacts /

(Inbound Contacts + Outbound Contacts)) *

100

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Inbound

Contacts (IB)

Number of VALID contacts

entering the inContact Network (i.e. IVR/Prequeue State).

Contacts must spend at least 2 seconds within the inContact

system to be counted as a valid contact. Otherwise, it is

considered a ''wrong number''.


contact_duration >= 2seconds and

Direction=INBOUND

Incoming (INC)

Total number of contacts that entered the incontact system. Previously known as Offered

and sometimes Offered or ACD Contacts.

Number of distinct contacts where Inbound = TRUE.

% Inqueue Time (%IQT)

Percentage of Total Contact Time contact spent in the queue

waiting for an agent to become available.

(Inqueue Time / Contact Time) * 100

Avg Inqueue Time (AIQT)

Average length of time queued contacts spent in Inqueue Time.

1) Summary Calculation: Inqueue

Time / Contacts

Queued ; 2) Trending Calculation: Inqueue

Time per Interval / Contacts Queued

Inqueue Time (IQT)

Length of time contact spent in the queue waiting for an agent

starting when the contact

time contact spent in contact_state_category

Page | 109


entered the queue until the

contact was answered by the

agent.

= INQUEUE

Login Time (LT)

Length of time agents are logged into the system.

time agent spent in agent_state = ALL (all

agent state durations should be included in

Login Time)

Longest Contact Time (LCT)

The longest time that a contact spent in the system, over a given period of time.

the ''Total Contact Time'' of the single contact that spent the

most amount of time in the system

Longest Delay (LDL)

The longest amount of time a caller has waited in the queue

before abandoning, or being put through to an agent. Also

known as Longest Time to

Answer and Max Delay.

max contact time where contact_state_category

= INQUEUE

Occupancy

(OCC)

Percentage of time agents

handle contacts vs. wait for contacts to arrive. Also

referred to as Agent Utilization or Percent Utilization.

(Handle Time / (Handle

Time + Available Time ))* 100

% Offered Percentage of contacts queued (Contacts Offered /

Page | 110


(%OFR) that were Offered to an agent. Contacts Queued) *

100

Offered (OFR) Refers to Inbound contacts only. Number of contacts offered (i.e. delivered) to the

agent whether they were




''refused'' contact. If the caller hangs up or otherwise

disconnects then it's an ''abandon''. Contacts

transferred to another agent will NOT count as an offered

contact.

distinct contacts where (a contact_state = ROUTING record exists

and NO contact_state =

ABANDONED record exists ) and (not

transferred directly to an agent (i.e.

reskillindicator <= 1) and (direction =

INBOUND and skills.outbound_skill =

FALSE)

Other Abandons (OABA)

Number of contacts that spent time in the agent queue and then hung-up or otherwise

exited the system before being

offered to an agent AFTER the short abandon interval. It is

the difference between Abandons (i.e. total abandons)

and Short Abandons.

Abandons - Short Abandons

% Out_SLA

(%OSLA)


that did not meet the Service

(Contacts Out_SLA /

Contacts Queued) *

Page | 111


Level. 100

Out_SLA (OSLA)

Number of contacts that were NOT handled within the defined

Service Level objective (Abandons taken into account

based on Skill Configuration).

The Out_SLA metric depends on the Skill

Configuration of Service Level (may or may not

include abandons). See the Service Level

description found in the Online Documentation


% Outbound (%OB)

Percentage of Total Contacts that were outbound and handled.

(Outbound Contacts / (Inbound Contacts + Outbound Contacts)) *

100

Outbound (OB)

Number of outbound contacts made by an agent or through a

script, does not include transferred contacts. This

metric can include both handled and non-handled contacts.

distinct contacts where Direction = OUTBOUND

and skills.outbound_skill =

TRUE

% Postqueue Time (%PQT)

Percentage of Total Contact Time spent in postqueue state.

(Postqueue Time / Contact Time) * 100

Page | 112


Avg

Postqueue Time (APQT)

Average length of time Contact

spent in postqueue state.

1) Summary

Calculation: Postqueue Time / Contacts

Queued ; 2) Trending Calculation: Postqueue

Time per Interval / Contacts Queued

Postqueue Time (PQT)

Time after an agent has left a call but before the caller hangs

up. This time is accrued only if the script performs an UNLINK.

This disassociates the agent from the call and lets the call

return to an IVR state. It is possible to do another

ReqAgent and talk to a second

agent, or to be transferred to an outside number, among

other things. This can be used to offer callers a post call

survey.


= POSTQUEUE

% Prequeue

Abandon (%PQA)

Percentage of Inbound Contacts

that exited the system while in the IVR or Prequeue state.

Please note: Although every contact enters inContact via the

IVR/Prequeue on a default skill, the skill is not truly applied until

the customer has exhausted their options in the IVR and

decides to speak with an agent. At this time the true

(Prequeue Abandons /

Inbound Contacts) * 100

Page | 113


skill is applied to the contact.

For this reason, the Prequeue

abandon rate is not linked to a skill.

Prequeue Abandons

(PQA)

Number of contacts that exited the system while in the IVR or

Prequeue state. Contacts must spend at least 2 seconds within

inContact to be counted.

prequeue_time >= 2 sec and inqueue_time =

0 and agent_time = 0 and postqueue_time =

0

% Prequeue Time (%PRQT)

Percentage of Total Contact Time contacts spent in the IVR or Prequeue state.

(Prequeue Time / Contact Time) * 100

Avg Prequeue Time (APRQT)

Average length of time contact spent in the IVR or Prequeue

state.

1) Summary Calculation: Prequeue

Time / Incoming Contacts ; 2) Trending

Calculation: Prequeue Time per Interval /

Incoming Contacts

Prequeue Time (PRQT)

Total amount of time a contact spent in the IVR or Prequeue

State


= PREQUEUE

Page | 114


% Queued

(%QUE)

Percentage of Inbound Contacts

that left the IVR to be placed in queue, regardless of the

amount of time spent in the queue.

(Contacts Queued /

Inbound Contacts) * 100

Queued (QUE) Number of inbound contacts placed in queue regardless of

the amount of time spent in the agent queue. This includes

those contacts that spent time in the queue and those

immediately routed to an available agent.

distinct contacts where contact_state_category

= INQUEUE and Direction = INBOUND

and skills.outbound_skill =

FALSE

% Refused (%REF)

Percentage of contacts offered to the agent but the agent

never answered or otherwise responded to.

(Refused Contacts / Contacts Offered) * 100

Refused (REF) Number of contacts offered to the agent but the agent never

answered or otherwise

responded to.

distinct contacts where agent_outstate =

REFUSED and

contact_id > 0

Release Time

(RELT)

Length of time a script spends

executing in an On Release event. At this point the Contact

and Agent have disconnected but the script that is processing

that contact continues to run

sum of all contact state

times where contact_state_category

= RELEASE

Page | 115


due to subsequent script

actions.

Routing Time (RTT)

Length of time contact spent being routed to an agent after

entering the queue.

time contact spent in contact_state =

ROUTING

Service Level (SL)

Percentage of contacts offered to an agent within the defined ''Service Level Threshold'' while

taking Abandonment Impact into account. Service Level

Threshold and Abandonment impacts are specified in the

Skill Configuration within inContact Central.

The Service Level metric depends on the Skill Configuration of

Service Level (may or may not include

abandons). See the Service Level

description found in the Online Documentation


Avg Short Abandon Time

(ASABT)

Average amount of time a caller took to short abandon.

1) Summary Calculation: Short

Abandon Time / Short Abandons; 2)

Trending Calculation: Short Abandon Time /

Short Abandons

% Short

Abandons (%SABN)


that abandoned within the configured Short Abandon time

(Short Abandons /

Queued Contacts) * 100

Page | 116


frame as found in the Skill.

Short Abandons

(SABN)

Number of contacts that spent time in the agent queue and

then hung-up or otherwise exited the system before being

offered to an agent within the short abandon interval.

Short Abandons may or may not be configured.

It depends on Skill Configuration of Service

Level. See the Service Level description found

in the Online Documentation for

complete Details. If not configured then this

value will always be 0

for the skill.

Spawned

(SPN)

Number of contacts spawned

within an incontact script.


contact_state = SPAWNED

Avg Speed of Answer (ASA)

Average time it took for a call to be answered by an agent

from when the caller first selected the option to speak to

an agent. Does NOT include Abandon calls.

1) Summary Calculation: Speed of

Answer / Contacts Handled ; 2) Trending

Calculation: Speed of Answer per Interval /

Contacts Handled

Page | 117


Speed of

Answer (SA)

Time that a Handled Contact

spent waiting in the queue after requesting to speak to an agent

until the call was routed to the agent. Does NOT include

Abandon calls (calls that enter the Active state, even if the

duration in this state = 0, will never contain an Abandoned

state record).

time spent in

contact_state_category = INQUEUE until first

contact_state = ACTIVE (does not include time

spent in the active state) and

contact_state_duration for ACTIVE state > 0

% Talk Time (%TT)

Percentage of Handle Time agent spent in Talk Time.

(Talk Time / Handle Time) * 100

Avg Talk Time (AVGTT)

Average length of time the contact spent talking (including hold and conference) with the

agent.

1) Summary Calculation: Talk Time / Contacts Handled; 2)

Trending Calculation: Talk Time per Interval

/ Contacts Handled in

that interval

Talk Time (TT) Length of time the contact

spent connected with an agent from ''hello'' to ''goodbye''.

Includes anything that may happen during a conversation,

including placing customers on hold to confer with supervisors

or other. May include both Inbound Time and Outbound

Time depending on report

Active Talk Time + Hold

Time + Conference Time

Page | 118


filters.

Avg Total Contact Time

(ATCT)

Average length of time a contact spends in the inContact

System

1) Summary Calculation: Total

Contact Time / Inbound + Outbound ;

2) Trending Calculation: Total

Contact Time per interval / Inbound +

Outbound in that interval

Total Contact Time (TCT)

Length of time a contact spent within the inContact system

from prequeue through end

contact. Contact time does NOT include ACW time. It is

strictly the amount of time the caller is engaged with the

inContact system.

sum of all contact_state_category

time (prequeue_time +

inqueue_time + agent_time +

postqueue_time + release_time)

% Transferred

(%TFR)

Percentage of Contacts Handled

that were re-routed from the original agent.

(Transferred Contacts /

Contacts Handled * 100

Page | 119


Transferred

(TFRC)

Number of contacts that were

transferred through any of the following methods: to an

outside number, to another agent, consult followed by

Transfer, or to a skill queue.


contact_state = TRANSFER

Page | 120

IVR Reports

Overview

The IVR Reports present a high-level overview of how customers are

navigating an IVR menu system. The reports capture the results of specific customer-facing Studio actions that support branches, including CheckOpen,

Menu, Case, If, ASRMenu, and ASRYesNo. It also captures some non-branching actions like Begin, ReqAgent, and IVR Log.

Accessing the IVR Reports

To access the IVR Reports, click on the Reports menu option in Central and then select the “IVR” item:

After several seconds the “IVR” parent tab will appear within the new

browser window. This tab is used to group all existing and future Interval reports together under one central location. Just to the right of this “parent”

tab called “IVR” please find all of the IVR related reports that are available to date. Click on the report tab of your choice to reveal the desired report.

Alternatively, you may select the desired report from the list found on the parent tab on the far right:

Page | 121

IVR Report Filters

Every IVR report will contain the standard set of filters found on every other report within Reports 2.0. To reiterate, this is due to the fact that any filter

that is applied to one report is automatically applied to every other report in the system. This allows for a more robust and dynamic analytical experience

as opposed to a more traditional static report experience. The filters are as follows:

Page | 122

Start Date vs. Interval Start Date

The Start Date on the IVR Reports work in a similar fashion to the start date found on the ACD reports. Please refer to that section for additional details.

Page | 123

IVR Statistics Report

The IVR Statistics report presents a high-level overview of how customers are navigating an IVR menu system. The report captures the results of

specific customer-facing Studio actions that support branches, including CHECKOPEN, MENU, CASE, IF, ASRMENU and ASRYESNO. It also captures

some non-branching actions like BEGIN, REQAGENT and IVRLOG. It

summarizes the results to display a count and percent of customer selections during a selected timeframe for each action. The Contact Press

Path report will show all actions and selections for a specific ContactID. We introduce the IVRLOG action which allows the user to define the Caption and

the Result to be logged, along with the time. IVRLOG will only have a default branch. IVRLOG is a general action which can be put anywhere in the script

to log script paths which do not follow one of the actions named above. This report answers questions like: What is the percentage of calls after hours?

What is the percentage of calls for a branch menu? What is the percentage of calls requesting an agent? It is recommended to compare this report to a

single script in Studio.

Page | 124

IVR history data can be enabled by selecting the IVR Reporting Enabled checkbox in Manage > Contact Settings > Point of Contact. The

IVR Selections grid contains the following data:

Data

Point

Description


Label The Caption that is set on the Studio action. For example, if two

MENU actions exist in a single script, then they must contain separate captions to be distinguished.

Result The branch that was taken by the contact for a specific action, or

the result that was specified (IVRLog). For example, if an ASRMENU action had the options “Press or say 1 for English,

Press or say 2 for Spanish” then the result would be “1” and “2”.

Metric

Name

Description Calculation

Selection Count

The total number of times this action or branch was selected by contacts during the

specified time interval. Depending on the layout of the IVR, it is possible that a single

contact could repeat and action and branch multiple times. The total number is display

for the action, then the count of each branch. For example, if an ASRMENU action

had the options “Press or say 1 for English, Press or say 2 for Spanish” then the result

would be “1” and “2”. After 10 calls, the

count for the action would display “10” and the count of each branch - “4” and “6”.

Count of Branch Results

%

Selection

The percentage of the total count that this

branch was selected time by contacts during the specified time interval.

Depending on the layout of the IVR, it is possible that a single contact could take a

branch multiple times, but the percentage

(Selection Count

/ Total of all Branch Results)

* 100

Page | 125

Metric

Name


is always calculated from the total count of the actions. For example, if an ASRMENU

action had the options “Press or say 1 for English, Press or say 2 for Spanish” then

the result would be “1” and “2”. After 10 calls, the percentage for the action would

display “100%”, and the percentage of the results - “40%” and “60%”.

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IVR Statistics Report Dictionary

The IVR Statistics report presents a high-level overview of how customers are navigating an IVR menu system. The report captures the results of

specific customer-facing Studio actions that support branches, including CHECKOPEN, MENU, CASE, IF, ASRMENU and ASRYESNO. It also captures

some non-branching actions like BEGIN, REQAGENT and IVRLOG. It

summarizes the results to display a count and percent of customer selections during a selected timeframe for each action. The Contact Press

Path report will show all actions and selections for a specific ContactID. We introduce the IVRLOG action which allows the user to define the Caption and

the Result to be logged, along with the time. IVRLOG will only have a default branch. IVRLOG is a general action which can be put anywhere in the script

to log script paths which do not follow one of the actions named above. This report answers questions like: What is the percentage of calls after hours?

What is the percentage of calls for a branch menu? What is the percentage of calls requesting an agent?

Data Point

Description


Label The Caption that is set on the Studio action. For example, if two MENU actions exist in a single script, then they must contain

separate captions to be distinguished.

Result The branch that was taken by the contact for a specific action, or the result that was specified (IVRLog). For example, if an

ASRMENU action had the options “Press or say 1 for English,

Press or say 2 for Spanish” then the result would be “1” and “2”.

Metric Name


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Metric

Name


Selection Count

The total number of times this action or branch was selected by contacts during the

specified time interval. Depending on the layout of the IVR, it is possible that a single

contact could repeat and action and branch multiple times. The total number is display

for the action, then the count of each branch. For example, if an ASRMENU action

had the options “Press or say 1 for English, Press or say 2 for Spanish” then the result

would be “1” and “2”. After 10 calls, the

count for the action would display “10” and the count of each branch - “4” and “6”.

Count of Branch Results

%

Selection

The percentage of the total count that this

branch was selected time by contacts during the specified time interval.

Depending on the layout of the IVR, it is possible that a single contact could take a

branch multiple times, but the percentage is always calculated from the total count of

the actions. For example, if an ASRMENU action had the options “Press or say 1 for

English, Press or say 2 for Spanish” then the result would be “1” and “2”. After 10

calls, the percentage for the action would

display “100%”, and the percentage of the results - “40%” and “60%”.

(Selection Count

/ Total of all Branch Results)

* 100

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Interval Reports

Overview

Interval Reporting displays metrics that are aggregated by 2 user-selected

dimensions and 2 user-selected intervals. Dimensions include: Location, Team, Agent, Media, Campaign, Skill, and POC (Point of Contact). Intervals

include: Month, Week, Day, Hour, Half Hour, and Quarter Hour.

Terminology

• Dimension – A logical entity within the inContact system that allows for

filtering, grouping and labeling within reports. These include but are not limited to: Media Type, Campaign, Skill, Point of Contact (POC), Location,

Team, Agent

• Interval – A time related entity that allows for filtering, grouping, and

labeling within reports. These include: Month, Week, Day, Hour, Half Hour, Quarter Hour

• Summary – A summarization of data grouped logically by dimension, over

a specified time period.

• Trend Analysis - The concept of collecting information and attempting to

spot a pattern, or trend, in the information. Analysis of changes over time.

Accessing the Interval Reports

To access the new Interval Report, click on the Reports menu option in

Central and then select the “Interval” item:

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After several seconds the “Interval” parent tab will appear within the new browser window. This tab is used to group all existing and future Interval

reports together under one central location. Just to the right of this “parent”

tab called “Interval” please find all of the Interval related reports that are available to date. Click on the report tab of your choice to reveal the desired

report. Alternatively, you may select the desired report from the list found on the parent tab on the far right:

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Interval Report Filters

Every Interval report will contain the standard set of filters found on every

other report within Reports 2.0. To reiterate, this is due to the fact that any filter that is applied to one report is automatically applied to every other

report in the system. This allows for a more robust and dynamic analytical experience as opposed to a more traditional static report experience. The

filters are as follows:

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Interval Start Date vs. Start Date

There is one major difference between the start date on the Interval Reports

(i.e. “Interval Start Date”) and the start date on all other reports: ACD and IVR (i.e. “Start Date”). The “Interval Start Date” on the interval reports is

the date and time in which the data passed through that interval.

For example, if a contact entered into active conversation with an agent on

2/24/12 at 10:55:00 and that conversation continued until 11:10:00, then that contact would have spent 5min in active_talk_time in the 10:00 hour

and 10min in active_talk_time during the 11:00 hour. If the Interval Start Date selected is 2/24/12 10:00AM to 2/24/12 11:00AM then the 10:00 hour

(assuming an hourly interval is selected) will display 5min of active_talk_time for that contact. On the other hand if a user runs the

ACD/Contact Statistics report and selects the same start time, 2/24/12 10:00AM to 2/24/12 11AM, the active_talk_time for this time frame (the

10:00 hour) will show 15min. The reason for this “seeming” discrepancy is that the ACD and IVR reports are Summary reports and display a summary

of the data which means that all of the time for a given metric will appear in the starting time frame. On the other hand, on the interval reports all of the

data is broken down into 15min buckets and the data will stay true to the

interval (see the “Metric Aggregations” section below for more details). Therefore the 10:00 hour on the interval report only shows 5min but on the

ACD summary report it will show 15min. In the same vane the 11:00 hour on the Interval report will show 10min of active_talk_time but on the

summary report it will show zero. Again, because the contact did not enter the active state during the 11:00, it will not show up during the 11:00 hour

on the summary report.

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Pictorial Example using “Active Talk Time” metric:

As you can see the Active Talk Time displays the time break-down in each interval appropriately within Reports 2.0 Interval Reports but the time is all

aggregated into the starting interval in the Summary Reports in Reports 2.0. These 2 types of reports allows inContact to provide 2 different views into

the data thereby allowing customers to choose the desired view based on need and usage scenarios.

Dimensions and Intervals

All Interval reports allow the user to select a wide variety of groupings (i.e. dimensions) and time-based intervals. Some combination of the following

dimensions will always appear on every interval report depending on the metrics being displayed: Media Type, Campaign, Skill, POC, Location, Team,

Agent. The time-based intervals that may be selected include: Month, Week, Day, Hour, Half-Hour, and Quarter-Hour.

To start every Interval Report shall appear blank as shown in the figure below. Not until a selection is made in each of the filters shown on the left,

shall the data render in the space to the right of the filters.

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Each report shall allow the user to select 2 dimensions and 2 intervals as shown in the figure above. This allows the user to view the metrics in

different hierarchical combinations.

Dimensions:

What is the purpose behind 2 dimensions? The reason for this is to allow

users to view the inContact dimensions in a hierarchical fashion. All of the inContact dimensions are designed based on a designed hierarchy as

follows:

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By selecting one of the appropriate hierarchies, the user will also see, for example, all of the skills that belong to each campaign or all of the agents

that worked on contacts within a particular skill. The hierarchies defined above are the most logical and straight-forward hierarchies that exist in

inContact. However, because of the nature of the relationships it is not altogether inappropriate to view the dimensions in other hierarchical

combinations, such as: Media Type-Campaign; Media Type-Point of Contact; or even Team-Skill. This last hierarchy becomes more far-fetched but if

selected, Reports 2.0 will identify only the agents that have processed contacts on the Skill and Team selected and aggregates the data

appropriately. To summarize, all hierarchies are technically valid, but those

above are the most useful and logical.

It is also possible to turn this 2-dimensional report into a single dimensional report by simply selecting the same item from both dimension filters, such

as Skill-Skill or Agent-Agent. This allows users to eliminate any unnecessary data and focus only on the single dimension necessary.

Intervals:

What is the purpose behind the 2 Intervals? The same concept that applies to Dimensions also applies to Intervals. The logical hierarchies include:

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Selections of any of these hierarchies will display, for example, all of the Weeks within the Month or all of the Hours within the Day. As with the

Dimensions, it is possible to create a single interval report by selecting the same item from both interval filters.

Example:

You may want to view the metrics by Skill within Campaign and by Hour within Day. In this case you would select the following:

Dimension #1: Campaign

Dimension #2: Skill

Interval #1: Day

Interval #2: Hour

The columns are updated dynamically as follows:

Dimension #1 (Campaign) is loaded into Column #1

Dimension #2 (Skill) is loaded into Column #2

Interval #1 (Day) is loaded into Column #3

Interval #2 (Hour) is loaded into Column #4

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Groupings (Expand/Collapse)

The figure above displays each column containing a dimension or interval in

fully expanded form. This is depicted by the minus sign within each cell. When the grid is displayed in fully collapsed form it will appear as follows:

- Figure B -

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Notice the plus signs in the Campaign column. This plus sign denotes that additional groupings are available within this item. By clicking on one of the

plus signs (or right-click on one of the plus signs and select “Expand All” to expand all of the cells) you may expand the Campaign grouping to view the

Skills, in this case, that belong to this campaign. Each column represents another grouping of data. By collapsing the columns to a given grouping

level the grid will automatically re-process in order to calculate and display the aggregated data at the grouping level selected. In the figure above for

example, the interval report that was shown when all columns were fully

expanded – Figure A - (data is grouped by Hour within the Day), becomes a summary report by campaign.

Again, at each level of expansion the data is re-calculated immediately to

display the aggregations or groupings of data at the level selected. In the figure below the Day column is completely collapsed to reveal an interval

report by Day, instead of by Day and Hour.

In summary, the new interval reports provided in Reports 2.0 provides a

tremendous amount of flexibility and customizability that has been

requested by customers for many years. Groupings by a variety of dimensions and intervals will allow each inContact client to build and

customize an interval (or summary) report of their choosing.

Bookmarks

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Bookmarks may be created to quickly return to the dimensions and intervals most commonly used. This allows each customer of inContact to select the

combinations that suits their needs the most instead of relying on inContact to make these decisions for them. The above example would allow for the

creation of over 800 different report combinations.

Metric Aggregations

The metric values found on all 2.0 INTERVAL reports are designed to stay

absolutely true to the interval in which they are found. This is a marked and

important deviation from how inContact’s older reporting systems managed interval reporting (i.e. inTouch). inTouch displayed the total time within the

starting interval, instead of splitting the time into the appropriate intervals. The differences can best be explained through the following examples:

Interval Example using “Active Talk Time” metric:

As you can see the Active Talk Time displays the correct time in each interval appropriately within Reports 2.0 but not within inTouch. This is good

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news for our users as they have been requesting this change for some time. Unfortunately, this methodology becomes more difficult and can be

perceived as inaccurate with more complex metrics.

Interval Example using “Complex” metrics:

Simple metrics such as Active Talk Time or Hold Time are straight forward

and non-controversial when it comes to interval reporting in Reports 2.0. However, when it comes to a more complex metric like Service Level the

game changes. As the interval becomes smaller and smaller and the metric

relies on multiple pieces of data the complexity of the calculation increases and perception of correctness decreases. For example, there are 3 metrics in

particular that may cause some users difficulty. They include the following:

1. Abandon Time

Abandon Time is calculated by summing the inqueue_time up to the point

the abandon occurs. This causes difficulty with interval reporting because the inqueue_time may span 2 intervals and then abandon in the 2nd

interval. To stay absolutely true to what is happening within each interval (which is how Reports 2.0 Interval reporting was designed), the first interval

has no knowledge of an abandon, therefore will report abandon_time as 0 in the first interval. In the second interval, however, where the abandon occurs

the inqueue_time in that 2nd interval only will be counted as abandon_time. Here are the results:

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It is expected that the missing 5sec of abandon time will cause confusion with customers. But, the reporting remains true to the interval in which it is

reported, which is what so many customers have requested.

2. Service Level (SL)

Service Level Threshold = 30 seconds

It is anticipated that this situation will cause debate and confusion amongst customers. Some customers may believe Reports 2.0 is correct and inTouch

is incorrect and some will believe the opposite. Furthermore, it is expected that some customers will feel that neither method is correct. Others will see

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value in both methods of reporting and will desire both as a reporting option. Finally, there will be some customers that will come up with other options

that will more adequately suit the needs of their business model. inContact has made the decision to remain true to what is occurring in the interval in

question and believes that this is the most accurate form of reporting possible, even with the anomalies explained above.

3. Avg Speed of Answer (ASA) = InqueueTime of Contacts Answered / Contacts Answered (where Answered = Handled)

In Summary,

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1.All inTouch metrics are counted only in the bucket where the contact started. All the time is counted in that first bucket even if the time spans

multiple buckets. 2.In the new Reports 2.0, all time is counted in the bucket where it actually

occurred and stays true to the events that have actually occurred within that interval.

Groupings

The current version of Interval reports default to the intervals grouped within the dimensions. However, it is possible to change the report to group

dimensions within intervals by using a simple drag-and-drop approach as follows:

Unfortunately, it is not possible to reorder the columns and save them as a

bookmark. The saved bookmark will not re-order the columns as desired.

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Interval-Contact Statistics Report

Overview

Displays all contact statistics that may or may not cross-over both skill and

agent. In this report metrics can be viewed by Agent/Team, Skill/Campaign, or Media Type. It answers questions relating to both skill performance as

well as agent performance such as: 1) What is the Service Level and Abandonment rates for each skill or campaign? 2) What is the prequeue

abandon rate? 3) What is the average handle time of one skill or campaign

as compared to another? The metrics that apply to agents can be found by skill or team on this report. This report is meant to bridge the gap that

existed in our Pro system where metrics could not be displayed by both agent/team and skill/campaign.

Interval Report Details

For a complete explanation and understanding of Interval Reporting in

general refer to Interval Reports.

Report Details

Report Location:

This report is found within the Reports 2.0 menu under "Interval".

Standard Filters:

This report contains the standard set of filters that can be found on all reports as follows:

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Report Specific Filters:

Below these standard filters can be found the new selections and grid

specific to only this report; they include two dimensions and two intervals:

Notice that the grid is blank and currently contains a message “Please select

one item from each Dimension and Interval to display the data.” This message will appear anytime an item is not selected from any of the 4 new

filters: "Dimension #1", "Dimension #2", "Interval #1", and "Interval #2".

At least one item must be selected from each of the four new filters for the data grid to process and appear.

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Grid Contents:

After selecting an item from each of the four filters, the grid will process its

contents and display a static set of metrics. These metrics will appear aggregated by the two dimensions and two intervals selected. For example,

if the user selects:


Dimension #2: Skill

Interval #1: Day

Interval #2: Hour






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Figure A

Groupings (Expand/Collapse):

The dimensions and intervals may be expanded and collapsed as explained in the “Interval Reports” section.

Metrics:

The list of metrics provided on the new Interval-Contact Statistics report includes both existing and new metrics not found on any other report. For

example, requests have been made to split "Handle Time" by "Inbound" and "Outbound" contacts. Also, there are now three new transfer-related metrics

and a variety of familiar metrics that already exist on other reports such as "Talk Time". The metrics listed are static and cannot be added or removed.

It was decided to deliver a more static report that provides flexibility of grouping, but a set list of canned metrics.

The metrics displayed on this report are primarily those that cross-over both Skill and Agent with the following exceptions: "Queued" and "Abandons".

These metrics apply only to the skill queue and not to an agent since the metric is calculated prior to the contact being routed (or offered) to an

agent. Therefore, these metrics are shown here only to provide greater insight into the performance of the skill when a skill-related dimension is

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selected. Otherwise, these metrics will display a null which is represented by a dash(-).

Bookmarks:

As usual, after selecting the dimensions and groupings that you desire, you may create a bookmark to quickly return to these exact settings.

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Interval Contact Statistics Report Dictionary

Displays only those contact statistics that cross over both skill and agent. These metrics are aggregated (or rolled up) by 2 user-selected dimensions

and 2 user- selected intervals. Dimensions include: Location, Team, Agent,

Media, Campaign, Skill, and POC. Intervals include: Month, Week, Day, Hour, Half Hour, and Quarter Hour. The report allows supervisors and

managers to answer questions such as: How has the Average Handle Time changed for each skill over the past month by day? Have they improved or

worsened?


Queued (QUE) Number of inbound contacts placed in queue regardless of the amount of time spent in the

agent queue. This includes

those contacts that spent time in the queue and those

immediately routed to an available agent. This includes

contacts transferred to a skill and agent as distinct contacts

(transfers followed by consult are not counted).

distinct contacts where contact_state_category = INQUEUE and

Direction = INBOUND

and reskillIndicator <= 2

Abandons (ABN)

Number of contacts that spent time waiting to speak to an

agent and then hung-up or otherwise exited the system

before being offered to an

distinct contacts where contact_state =

ABANDONED and (direction = INBOUND

and

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agent. These calls are not

resolved in the IVR.

skills.outbound_skill =

FALSE)

Offered (OFR) Refers to Inbound contacts only. Number of contacts

offered (i.e. delivered) to the agent whether they were




''refused'' contact. If the caller

hangs up or otherwise disconnects then it's an

''abandon''. Contacts that abandon after an agent refusal

are still counted as both a contact offered and a contact

abandon. Contacts transferred to another agent will NOT count

as an offered contact.

distinct contacts where (a contact_state =

ROUTING record exists and NOT ABANDONED)

and (not transferred directly to an agent (i.e.

reskillindicator <= 1) and direction =

INBOUND

Refused (REF) Number of contacts offered to the agent but the agent never answered or otherwise

responded to.

distinct contacts where contact_state=REFUSED

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Outbound

(OB)

Number of outbound contacts

made by an agent or through a script, does not include

transferred contacts. This metric can include both handled

and non-handled contacts.


Direction =OUTBOUND and

skills.outbound_skill = TRUE

Handled (ANS)



Answered.



contact_state_duration > 0

% Handled

%ANS)

(Synonymous with % Contacts

Answered.) Percentage of queued and outbound contacts

queued that were actually handled.

(Handled/(Queued+Out

bound)) * 100

Handle Time (HT)


Talk Time + ACW Time (where Talk Time =

Active Talk Time + Hold Time + Conference

Time)

Avg Handle

Time (AHT)

Average length of time an

agent spent handling a contact.

1) Summary

Calculation: Handle Time / Contacts

Handled ; 2) Trending Calculation: Handle

Time per Interval /


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Inbound

Handled

(IBHD)

Number of Inbound contacts

handled by an agent.


direction = INBOUND

and contact_state = 4

Outbound

Handled (OBHD)

Number of Outbound contacts

handled by an agent.


direction = OUTBOUND and contact_state = 4

Inbound Handle Time

(IBHT)

Length of time Inbound contact was actively handled by an

agent.

Handle Time for Inbound Contacts Only

(contact direction = INBOUND)

Outbound

Handle Time (OBHT)

Length of time Outbound

contact was actively handled by an agent.

Handle Time for

Outbound Contacts Only (contact direction

= OUTBOUND)

Inbound AHT (IBAHT)

Average Handle Time for all Inbound contacts handled by an

agent.


Time for Inbound Contacts / Inbound


Time for Inbound

Contacts per Interval / Inbound Handled in that

interval

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Outbound AHT

(OBAHT)

Average Handle Time for all

Outbound contacts handled by

an agent.

1) Summary

Calculation: Handle

Time for Outbound Contacts / Outbound


Time for Outbound Contacts per Interval /

Outbound Handled in that interval

Active Talk

Time (ATT)

Length of time that contact

spent in active conversation with the primary agent. Does

not include Hold Time or Conference Time. (Different

from Talk Time which does

include Hold and Conference Time).


contact_state = ACTIVE

Avg Active

Talk Time (AATT)

Average length of time that

contact spent in active conversation with the primary

agent.

1) Summary

Calculation: Active Talk Time / Contacts

Handled; 2) Trending Calculation: Active Talk


that interval

Held (HLD) Number of contacts placed on

hold.



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% Held

(%HLD)

Percentage of handled contacts

that were placed on hold.

(Held Contacts /

Contacts Handled) *

100

Hold Time

(HLDT)

Length of time contact spent on

hold with an agent.



Avg Hold Time (AHLDT)

Average time callers spent on hold with agents.

1) Summary Calculation: Hold Time /

Held Contacts ; 2) Trending Calculation:

Hold Time per Interval / Held Contacts in that

interval

Conferenced (CNFD)

Number of contacts that were placed in conference.


contact_state =

CONFERENCE

% Conferenced

(%CNF)

Percentage of handled contacts that were placed in conference.

(Conferenced / Contacts Handled) * 100

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Conference

Time (CNFT)


conference with another agent

and the caller.


contact_state =

CONFERENCE

Avg

Conference Time (ACNFT)

Average length of time contact

spent in conference state.

Conference Time /

Contacts Handled

Talk Time (TT) Length of time the contact spent connected with an agent

from ''hello'' to ''goodbye''. Includes anything that may

happen during a conversation, including placing customers on

hold to confer with supervisors or other. May include both

Inbound Time and Outbound Time depending on report

filters.

Active Talk Time + Hold Time + Conference

Time

Avg Talk Time

(AVGTT)

Average length of time the

contact spent talking (including hold and conference) with the

agent.

1) Summary

Calculation: Talk Time / Contacts Handled; 2)

Trending Calculation: Talk Time per Interval /


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ACW Contacts

(ACWC)

Number of contacts actively in

After Contact Work.


agent outstate.isACW =

TRUE and outstate.IsSystemOutst

ate = FALSE

ACW Time

(ACWT)

The length of time the agent

spent on work that is necessitated by and

immediately follows a call/contact (After Contact

Work). More specifically, this time includes agent time spent

in any Unavailable Code within inContact Central that relates to

After Contact Work. This metric is reported on by

agent/team/location and campaign/skill/media.

(derived from agent log

detail table and outstates table) time

agent spent in outstate where isACW = TRUE

and IsSystemOutstate = FALSE

Avg ACW Time (AACWT)

The average time the contacts spent in the After Contact Work

state.

1) Summary Calculation: ACW Time

/ Contacts Handled ; 2) Trending Calculation:

ACW Time per Interval / Contacts Handled in

that interval

Transferred (TFRC)

Number of contacts that were transferred through any of the

following methods: to an outside number, to another

agent, consult followed by

Transfer, or to a skill queue.

distinct contacts where contact_state =

TRANSFER

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% Transferred

(%TFR)

Percentage of Contacts Handled

that were rerouted from the

original agent.

(Transferred Contacts /

Contacts Handled * 100

Skill Transfers

(STRX)


transferred to a skill.


reskillIndicator = SKILL_TRANSFER (1)

Agent Transfers

(ATRX)

Number of contacts that were transferred to an agent. The

transfer occurred without the agent using the "consult" option

within the inContact Agent application. This does not

necessarily mean that a cold transfer occurred since the

agent could have put the caller on hold, made an outbound call

to the second agent, and then transferred the call to said

agent.

distinct contacts where reskillIndicator =

AGENT_TRANSFER (2)

Consult

Transfers (CTRX)


transferred to an agent after consulting with said agent (i.e.

warm transfer or "consult followed by transfer").


reskillIndicator = CONSULT_TRANSFER

(3)

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Interval-Inqueue Statistics

Overview

Displays all metrics that relate to the Inqueue State as defined by inContact.

These are metrics related to the queue where contacts wait to be helped by an agent. This is an interval and trending report which allows the supervisor

to view the service level and related metrics by a particular interval and dimension over a period of time.


For a complete explanation and understanding of Interval Reporting in general please refer to Interval Reports.

Report Details

Report Location:

This report is found within the Reports 2.0 menu under Interval .

Standard Filters:


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Below these standard filters can be found the new selections and grid specific to only this report; they include 2 dimensions and 2 intervals:

Please notice that the grid is blank and currently contains a message “Please

select one item from each Dimension and Interval to display the data.” This

message will appear anytime an item is not selected from any of the 4 new filters: Dimension #1, Dimension #2, Interval #1, and Interval #2. At least

one item must be selected from each of the 4 new filters for the data grid to process and appear.

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Grid Contents:

After selecting an item from each of the 4 filters, the grid will process its contents and display a static set of metrics. These metrics will appear

aggregated by the 2 dimensions and 2 intervals selected. For example, if the

user selects:


Dimension #2: Skill

Interval #1: Day

Interval #2: Hour






- Figure A -


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Metrics:

The list of metrics provided on the new Interval-Inqueue Statistics report includes metrics that apply only to when contacts are spending time in the

queue. These metrics include things like Inqueue Time and Refusals. Normally, this report would and should contain the Service Level and Avg

Speed of Answer, however, there is a current limitation with performance that has prevented inContact from adding these 2 metrics to the interval

reports. inContact is working hard to provide these metrics on this interval report in the near future.

To see a complete list of metrics along with their definitions and calculations, please see the Report Dictionary.

Bookmarks:

As usual, after selecting the dimensions and groupings that you desire you may create a bookmark to quickly return to these exact settings.



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Interval-Agent States

Overview

Displays 2 tabular tables one containing Agent State statistics as defined by

inContact and the 2nd containing custom Unavailable States as defined by the Supervisor or Manager at the Contact Center. This is an interval and

trending report which allows the supervisor to view agent state metrics by a particular interval and dimension over a period of time.


For a complete explanation and understanding of Interval Reporting in general please refer to Interval Reports.

Report Details

Report Location:

This report is found within the Reports 2.0 menu under Interval .

Standard Filters:


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Below these standard filters can be found the new selections and grid

specific to only this report; they include 2 dimensions and 2 intervals:

Please notice that the grid is blank and currently contains a message “Please select one item from each Dimension and Interval to display the data.” This

message will appear anytime an item is not selected from any of the 4 new filters: Dimension #1, Dimension #2, Interval #1, and Interval #2. At least

one item must be selected from each of the 4 new filters for the data grid to process and appear.

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Grid Contents:



user selects:

Dimension #1: Team

Dimension #2: Agent

Interval #1: Day

Interval #2: Hour


Dimension #1 (Team) is loaded into Column #1

Dimension #2 (Agent) is loaded into Column #2



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- Figure A -


The dimensions and intervals may be expanded and collapsed as explained

in the “Interval Reports” section.

Metrics:

The list of metrics provided on the new Interval-Agent States report includes

metrics that apply only to the specific states that an agent may enter or go through while handling a contact. These states are select or changed

through the Agent application. These metrics are all found within the first tab titled “Agent States”. The 2nd tab titled “Custom Unavailable States”

contains all metrics that are custom to a business unit and entered through the “Unavailable Codes” section of inContact Central.


Bookmarks:

As usual, after selecting the dimensions and groupings that you desire you

may create a bookmark to quickly return to these exact settings. Unfortunately, it is not possible to reorder the columns and save them as a


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Interval-Internal Transfers

Overview

Displays handled and transfer statistics surrounding transferred contacts by

skill and/or agent. This is both a summary and/or interval report along with drill-downs into the contact details. It answers the following questions: 1)

How many original contacts were handled and how many of these were transferred? 2) What specific contacts make up these transfers, who

transferred them out and where were they transferred to?


For a complete explanation and understanding of Interval Reporting in

general please refer to Interval Reports.

Report Details

Report Location:

This report is found within the Reports 2.0 menu under Interval.

Standard Filters:

This report contains the standard set of filters that can be found on all

reports as follows:

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Below these standard filters can be found the new selections and grid specific to only this report; they include 2 dimensions and 2 intervals:

Please notice that the grid is blank and currently contains a message “Please

select one item from each Dimension and Interval to display the data.” This message will appear anytime an item is not selected from any of the 4 new

filters: Dimension #1, Dimension #2, Interval #1, and Interval #2. At least one item must be selected from each of the 4 new filters for the data grid to

process and appear.

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Grid Contents:



user selects:

Dimension #1: Team

Dimension #2: Agent

Interval #1: Day

Interval #2: Hour


Dimension #1 (Team) is loaded into Column #1

Dimension #2 (Agent) is loaded into Column #2



- Figure A -


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Transfer Summary vs. Transfer Details:

The Transfer Summary tab displays the statistical data surrounding contact transfers such as the total number of original contacts handled, how many of

those were transferred, and the percentage of handled contacts that were transferred. These metrics apply only to INTERNAL transfers. Contacts that

were transferred outside of inContact cannot be tracked at this time,

although this functionality is on the roadmap to be provided in the near future.

To view the details surrounding these transfers, simply click on the “Transfer

Details” tab (see Figure-B below). Here you will find the skill and agent the contact transferred from and to, appropriately. This information will give a

fairly good idea of which contacts were transferred from one contact to another. However, to see the complete life of the contact it will be necessary

to view this contact from the ACD/Contact States/Contact Life grid.

At this time both completed and incomplete transfers will display in the

Transfer Details tab. Unfortunately, there is currently not a way for inContact to distinguish between the two, however, work is now scheduled

to re-vamp all of the transfer logging to allow us to report on this area of functionality more effectively.

- Figure B -


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Bookmarks:

As usual, after selecting the dimensions and groupings that you desire you may create a bookmark to quickly return to these exact settings.



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Service Level Calculation

Overview

Service Level is a complex calculation that all Contact Centers rely on to

effectively staff and run their business. inContact offers a highly customizable Service Level Configuration that allows the inclusion or

exclusion of different thresholds, goals, and abandon types. The Service Level is configured by Skill (i.e. queue) within the inContact Central

application. Abandons may or may not impact the Service Level depending on the configuration set by the customer. Every skill may have a different

Service Level Configuration. The threshold and goal are set and the user determines if abandons will have an impact on the Service Level and, if so,

how much. The following diagram shows the configuration options that exist for the SLA within Skills:

Terminology

• Service Level (SL) - Speed of answer goals that are often expressed as the speed of answer to be attained or as some percentage of calls to be

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answered within some number of seconds (e.g., 80 percent of calls answered within 30 seconds).

Service Level Threshold — The amount of time in which a call or contact

must be answered or otherwise responded to.

Service Level Goal — The percentage of contacts that must be answered within the Service Level Threshold.

• Abandoned Contact — A contact that entered the system but was never

answered by an agent. This is normally due to a caller hanging up while in queue, but may result for other reasons.

• Short Abandon — A contact that abandons (i.e. caller hangs up) before being in queue for a reasonable period of time.

"Reasonable period of time" is defined by the customer within the Skills

section of Central.

• Abandonment Threshold (AT) — The period of time that a contact may be

in queue and still abandon without it impacting a Service Level Threshold.

• Long/Other Abandon — A contact that abandons (i.e. caller hangs up) after

being in queue for an acceptable length of time. The acceptable length of time is determined by the Customer and is what defines the Abandonment

Threshold.

• in_sla — A contact that meets the Service Level Agreement.

• out_sla — A contact that does not meet the Service Level Agreement.

Explanation of how different abandons impact the Service Level

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Components that make up the Service Level Calculation

Only the metrics displayed in RED will be displayed in the Campaign/Skill

grids as distinct metrics. All others are used strictly for calculating the Service Level.

• SLA Offered = distinct contacts where contacts have been…

queued but not abandoned

and not transferred directly to an agent (i.e. reskillindicator <= 1)

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and (direction = INBOUND and skills.outbound_skill = FALSE)

• SLA Short Abandons = zero //initialization

if (“abandonment threshold” is enabled) //short abandons are only

calculated if this switch is ON

“Short Abandons” = distinct contacts where contact_state = ABANDONED


and “time spent in contact_state_category = INQUEUE” < “short abandon threshold”


End if

• SLA Other Abandons = zero //initialization

if (“abandonment threshold” is enabled)

if (other abandons checked, which means they count against Service Level)

“Other Abandons” = (distinct contacts (where contact_state = ABANDONED)

and (direction = INBOUND and skills.outbound_skill =

FALSE)) minus ''Short Abandons''

and not transferred directly to an agent (i.e.

reskillindicator <= 1)

End if

End if

• SLA Abandons (All Abandons) = distinct contacts where contact_state =

ABANDONED


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• In_SLA = “SLA Offered” WHERE “time spent in contact_state_category = INQUEUE” < “Service Level Threshold”

• Out_SLA =

“SLA Offered” WHERE “time spent in contact_state_category = INQUEUE” >= “Service Level Threshold”

if (“abandonment threshold” is enabled)

if (short abandons checked, which means they count against Service Level)

Out_SLA = Out_SLA plus “Short Abandons”

End if

If (other abandons checked, which means they count against SLA)

Out_SLA = Out_SLA plus “Other Abandons”

End if

Else

Out_SLA = Out_SLA plus “Abandons” (i.e. All Abandons)

End if

• No_Impact_To_SLA = zero //initialization (Not available as a distinct

metric in Reports 2.0)

if (abandonment threshold is enabled)

if (short abandons UNchecked, which means they don’t count

against SL)

No_Impact_To_SLA = “Short Abandons”

End if

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If (other abandons UNchecked, which means they don’t count against SLA)

No_Impact_To_SLA = No_Impact_To_SLA plus “Other

Abandons”

End if

End if

Service Level Calculation:

• Service Level = ( In_SLA / (In_SLA + Out_SLA) ) * 100

Examples of Service Level Calculations and its components:

Definitions:

SL = Service Level

SLT = Service Level Threshold

SabT = Short Abandon Threshold

Example Results

EXAMPLE #1:


Service Level Goal = 80%

"Contacts Offered" before SLT = 50

"Contacts Offered" after SLT = 10

RESULTS for Example #1:

Short Abandons = 0

Other Abandons = 0

Abandons (All Abandons) = 15

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Example Results

Abandons before SabT = 5

Abandons after SabT = 10

Short Abandon Threshold is disabled:

Short abandons unchecked (default)

Other abandons checked (default)

This scenario is the default. When the Short Abandon Threshold is disabled then ALL abandons

will count against the Service Level. Effectively this is the same as Enabling the Abandon

Threshold and checking both abandon types to count against the Service Level.

In_SLA = 50

Out_SLA = 10+15=25

No_Impact_To_SLA = 0

Service Level = (50 /

75)*100 = 66.67%

Service Level Goal

NOT MET

EXAMPLE #2:







Short Abandon Threshold is enabled:


Short Abandons = 5

Other Abandons = 10


In_SLA = 50

Out_SLA = 10



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Example Results

Short abandons unchecked

Other abandons unchecked

60)*100 = 83.33%

Service Level Goal

MET

EXAMPLE #3:








Short abandons checked

Other abandons checked


Short Abandons = 5

Other Abandons = 10

Abandons (All

Abandons) = 15

In_SLA = 50

Out_SLA = 10+5+10

= 25

No_Impact_To_SLA =

0

Service Level = (50 / 75)*100 = 66.67%

Service Level Goal NOT MET

EXAMPLE #4:





Short Abandons = 5

Other Abandons = 10

Abandons (All

Page | 178

Example Results





Short abandons unchecked

Other abandons checked

Abandons) = 15

In_SLA = 50

Out_SLA = 10+10 = 20

No_Impact_To_SLA =

5


70)*100 = 71.43%

Service Level Goal NOT MET

EXAMPLE #5:








Short abandons checked

Other abandons unchecked


Short Abandons = 5

Other Abandons = 10


In_SLA = 50

Out_SLA = 10+5 = 15


Service Level = (50 / 65)*100 = 76.92%

Service Level Goal

NOT MET

Page | 179

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