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  • 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 companys 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

    inContacts dedicated staff.

    http://finance.yahoo.com/q?s=SAAShttp://www.incontact.com/products-solutions/call-center-software-solutionhttp://www.incontact.com/

  • Page | 3

    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.

    file://dra-dfs/DFS-Root/EDOC/help_source/docs/NG_requirements.pdf

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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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    8.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.

    13.Click the Next > button.

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

    15.Click the Next > button.

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

    17.Click the Next > button.

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

    19.Click the Next > button.

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    20.Click the Next > button.

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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.

    24.Click the Run button.

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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 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 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 its 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 bookmarks 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:

  • Page | 47

    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:

  • Page | 48

    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:

  • Page | 49

    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.

  • Page | 50

    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

  • Page | 51

    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.

  • Page | 52

    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.

  • Page | 53

    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

  • Page | 54

    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.

  • Page | 55

    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 (inContacts 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.

  • Page | 56

    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.

  • Page | 57

    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.

  • Page | 58

  • Page | 59

    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

  • Page | 60

    Metric Name Description Calculation

    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)

    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

    time agent spent in

    agent_state = HELDPARTYABANDONE

    D

  • Page | 61

    Metric Name Description Calculation

    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

  • Page | 62

    Metric Name Description Calculation

    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

  • Page | 63

    Metric Name Description Calculation

    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)

  • Page | 64

    Metric Name Description Calculation

    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

  • Page | 65

    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.

  • Page | 66

    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.

  • Page | 67

    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

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

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

  • Page | 68

    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.

  • Page | 69

    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?

    Metric Name Description Calculation

    % 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

  • Page | 70

    Metric Name Description Calculation

    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

    campaign/skill/media.

    (derived from agent log detail table and

    outstates table) time agent spent in outstate

    where isACW = TRUE and IsSystemOutstate

    = FALSE

  • Page | 71

    Metric Name Description Calculation

    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

  • Page | 72

    Metric Name Description Calculation

    % 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

  • Page | 73

    Metric Name Description Calculation

    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

  • Page | 74

    Metric Name Description Calculation

    % 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

  • Page | 75

    Metric Name Description Calculation

    (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

  • Page | 76

    Metric Name Description Calculation

    (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

  • Page | 77

    Metric Name Description Calculation

    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

  • Page | 78

    Metric Name Description Calculation

    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

  • Page | 79

    Metric Name Description Calculation

    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

  • Page | 80

    Metric Name Description Calculation

    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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    Metric Name Description Calculation

    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, its 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

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

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

    Initially, all contact ids 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 ids 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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    Column Name Description

    "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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    Column Name Description

    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:

    Column Name Description

    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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    Column Name Description

    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:

    Column Name Description

    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

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    Column Name Description

    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.

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    The Contact Press Path contains the following data:

    Column Name Description

    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?

    Metric Name Description Calculation

    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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    Metric Name Description Calculation

    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

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    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.

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    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.

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    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.

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    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.

    Metric Name Description Calculation

    % 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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    Metric Name Description Calculation

    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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    Metric Name Description Calculation

    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

    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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    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

    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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    Metric Name Description Calculation

    Callback

    Requests (CBR)

    Number of contacts that

    entered the queue and then requested a callback instead of

    waiting for an agent to become available.

    distinct contacts where

    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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    Metric Name Description Calculation

    Conference

    Time (CNFT)

    Length of time agent spent in

    conference with another agent and the caller.

    time contact spent in

    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 handli