Statistics

Agent Statistics

Agent statistics display a comprehensive and detailed array of agent details.

• • Date Range: Statistics time period. (E.g., Select the period for which statistics are to be displayed.)

  • Agents: Select the Agent for which you'd like to see statistics. (E.g., Click on the 'Please select' button to select 'All' (all agents) or a specific agent name and then click the 'Show' button)

  • Reports Table: You may see a list of all Report Templates available and choose the preferred one accordingly. Please refer to the further description for more details.

  • Selected reports: The table where all the selected reports are shown. (E.g., Click on the Show button to generate statistics for all selected reports)

NOTE: Upon clicking the Show button, you will be prompted to the Reports page, and in the upper left corner, you may get more details about the preferred Report. If you hover your mouse over the Start date and End date rows displayed, you can see when the report was last generated. "Generated at" relies on the system time. Other rows are changed depending on the Report Template chosen.

Report Description

• • Agent availability: Shows detailed information about agents. It provides a lot of information in a single report to give the customer a quick overview of agent availability. The main feature here is agent idle time. This report focuses on all agents' calls, sessions, and pauses and provides accurate information about agent idle time.

  • Agent calls per direction: Shows the number of calls per direction. For each agent, the data is grouped per agent and direction ( direct in, direct out, inbound, outbound).

  • Agent direct in calls: Shows agents direct in calls. The main feature here is calls > 1m. Those calls should be looked at as effective calls. This value is configurable.

  • Agent direct out calls: Shows detailed information about the agent's direct out calls. The main feature here is calls > 1m. Those calls should look like as effective calls. This value is configurable.

  • Agent direct out calls per project: Shows detailed information about agents' direct out calls with project codes. The data is grouped per agent, and for each agent, the data is grouped per project code. E.g., If one agent made direct out calls with three different project codes, that will also be shown in statistics.

  • Agent occupancy: Shows detailed information about agent sessions, pauses, talk time, and occupancy. The data is grouped per agent. Provides a lot of information in a single report to give the customer a quick overview of agent occupancy.

  • Agent pauses: Shows the number of agent pauses with/without reason and billable/payable pauses. The data is grouped per agent.

  • Agent sessions and pauses: Shows information about agent sessions and pauses. The data is grouped per agent. The main feature here is the number of agent pauses per session. (E.g., Click on this check box to show agent sessions and pauses.)

  • All calls: Shows summary information about all agent calls. Includes all call dispositions, including the total number of answered and unanswered calls.

  • All direct out answered calls: Shows summary information about agent direct out answered calls. Includes direct out answered calls dispositions (agent hangups, caller hangups, transferred calls).

  • All direct out calls: Shows summary information about all direct out calls. Includes direct out calls dispositions which contain the total number of calls and the number of answered and unanswered calls.

  • All direct out unanswered calls: Shows summary information about the agent direct out unanswered calls. Includes direct out unanswered calls dispositions where users can see what was the reason for not answering (busy, no answer, cancel)

  • All project calls: Shows a number of calls made with some project code. The data is grouped per Project so the user can see how project codes are used. You can see here how calls are distributed per each project code.

Queue Statistics

Queue statistics display a comprehensive and detailed array of queue details.

• • Date Range: Statistics time period. (E.g., Select the period for which statistics are to be displayed.)

  • Queues: Select the queue for which you'd like to see statistics. (E.g., Click on the 'Please select' button to select 'All' (all queues) or a specific queue name and then click the 'Show' button.)

  • Members: Queue members. In the Contact Center, users can filter statistics by Agent Group.

  • Reports Table: You may see a list of all Report Templates available and choose the preferred one accordingly. Please refer to the further description for more details.

  • Selected reports: A table where all the selected reports are shown. (E.g., Click on the Show button to generate statistics for all shown reports.)

NOTE: Upon clicking the Show button, you will be prompted to the Reports page, and in the upper left corner, you may get more details about the preferred Report. If you hover your mouse over the Start date and End date rows displayed, you can see when the Report was last generated. "Generated at" relies on the system time. Other rows are changed depending on the Report Template chosen.

Report Description

• Show statistics for all agent dumped calls: It shows how many calls the agent had dumped. Note that for one call, an agent can dump several times. Total is the number of calls the agent had, including dumped calls. This type of call happens when the agent hangs up on the caller while the queue announcement (agent announcement) is being played.

• All agent inbound calls per queue: Shows detailed information about agent inbound calls. For each agent, data is grouped by the queue. Users can see here how calls are distributed per agent per each queue.

• All agent missed calls: It shows agent missed calls, average missed calls and total ring time. The important thing here is that we can have more than one missed call for one agent call in the queue.

• All answered calls: Shows summary information about all answered inbound calls. Includes all answered call dispositions where we can see how did call finished (agent hangups, caller hangups, transferred).

• All calls in general: Shows summary information about all inbound calls. Includes all call dispositions (Total, Answered, Unanswered).

• All unanswered calls: Shows summary information about all unanswered inbound calls. Includes unanswered call dispositions where we can see the reason for not answering (Abandon, Exit With Key, Timeout).

• Distributions for all calls per day: Shows all calls per day. The list of days depends on the time range filter.

• Distributions for all calls per day of a month: It shows you all calls every 1st and 2nd day of the month.

• Distributions for all calls per day of the week: Shows how the calls were distributed per day of the week.

• Distributions for all calls per hour: Shows how the calls were distributed per hour.

• Entry positions: Shows average, min, and max entry positions of the calls in the queue. Data is grouped per queue. This is a critical report because from this report, and we can find out how much load was in queues.

• Queue answered calls: Shows more detailed information about queues answered calls. Data is grouped per queue. Includes answered call dispositions where we can see how did call finished (agent hangups, caller hangups, transferred).

• Queue callback calls: Shows information about queue callback calls. Data is grouped per queue. Includes callback calls dispositions which contain the total number of callback calls answered and unanswered calls.

• Queue calls: Shows summary information about all queue calls. Data is grouped per queue. Includes Queue Calls Dispositions which contain the total number of calls answered and unanswered.

• Queue calls per agent: Shows detailed information about queue calls per agent. Data is grouped per queue. For each queue, data is additionally grouped by an agent. You can see here how calls are distributed per queue per agent.

• Queue unanswered calls: Shows more detailed reports about queues unanswered calls. Data is grouped per queue. Includes unanswered call dispositions where we can see the reason for not answering (abandon, exit with key, timed out).

• Repeated callers: This report shows statistics of a caller who has called the queue at least two times.

• Service level agreement: Service level agreement is calculated per each time range (10, 20, 30, 40 ,50, 60, 70, 80, 90, 100, 110, 120) as: Service level = answered calls_inside_time/ total_calls * 100

• Service level agreement inclusive: Service level agreement inclusive is calculated per each time range(10, 20, 30, 40 ,50, 60, 70, 80, 90, 100, 110, 120) as: Service level agreement inclusive = 100 - Answered calls inside time / Total all calls * 100

Dialer Statistics

Dialer statistics display a comprehensive and detailed array of Dialer details.

• • Date Range: Statistics time period. (E.g., Select the period for which statistics are to be displayed.)

  • Campaigns: A list of campaigns that can be selected for reports (E.g., Select ALL or choose the campaigns for which you want reports to be shown.)

  • Members: Members that can be selected. (E.g., member or members you can select for the report to be made.)

  • Reports Table: You may see a list of all Report Templates available and choose the preferred one accordingly. Please refer to the further description for more details.

  • Selected reports: A table where all the selected reports are shown. (E.g., Click on the Show button to generate statistics for all shown reports.)

NOTE: Upon clicking the Show button, you will be prompted to the Reports page, and in the upper left corner, you may get more details about the preferred Report. If you hover your mouse over the Start date and End date rows displayed, you can see when the Report was last generated. "Generated at" relies on the system time. Other rows are changed depending on the Report Template chosen.

Report Description

• • • All abandoned calls rate: Shows the number and percentage of abandoned calls.

    • All agent calls: Shows a detailed report about agent outbound calls. Data is grouped per agent.

    • All answered calls: Shows summary information about all answered outbound calls. Includes all answered call dispositions where we can see how did call finished (agent hangups, caller hangups, transferred).

    • All calls: Shows summary information about all outbound calls. Includes all call dispositions, which have the total number of answered and unanswered calls.

    • All unanswered calls: Shows summary information about all unanswered outbound calls. Includes all unanswered call dispositions where we can see the reason for not answering (abandoned, machine, busy, no answer, cancel).

    • Campaign all calls: Shows summary information about the campaign and all calls, which include talk time, hold time, and ring time. Data is grouped per campaign.

    • Campaign calls per disposition: Shows the number of campaign calls per disposition. Data is grouped per campaign. For each campaign, information is additionally grouped per disposition. You can see here how calls are distributed per campaign per disposition.

    • All lead calls: Shows summary information about lead calls, which includes the number of answered calls and number of unanswered calls separated because of not answering (machine, no answer, busy, no route, abandoned, failed dial)

Scheduled Reports

Scheduled reports are extended from Agent, Queue, and Dialer reports. Users can select a specific type of report template when creating scheduled reports. Users can create Queue, Agent, and Dialer report templates. Each report template has different filters that can be applied while editing.

Add/Edit Report

General

• • • • Name: Enter the name of the scheduled report. (E.g., Test)

      • Active: Select the activity state of this specific scheduled report. (E.g., Yes/No)

      • Start date: Specify the date to start running this scheduled report by choosing the date from the drop-down calendar. (E.g., 17 May 2021)

      • Run time: Set a start time for a scheduled report by using the time picker. (E.g., 08:00)

      • Stop time: Set a stop time for the scheduled report by using the time picker. (E.g., 23:00)

      • Repeat: Select an interval for scheduled reports to be run. (E.g., Hourly/Daily/Weekly/Monthly/Yearly)

      • Send E-mail: Select whether an e-mail will be sent for this scheduled report or not. (E.g., Yes/No)

      • E-mail: Enter single or multiple e-mails to which the reports will be sent. (E.g., email@example.com)

NOTE: The correct way to enter multiple e-mails is with ";" as a separator or "," and space as a separator.

• • • • Attachment: Select a type of file to be attached to an e-mail. (E.g., HTML/PDF/CSV)

If the user selects a CSV type of file to be attached, another CSV file will be created automatically. These files will be zipped and sent through an email. Type of scheduled report + ‘_breakdown’ will be the name of the new CSV file, and it will contain additional information about the selected report.

(E.g., If the user selects the type ‘Agent direct in calls’ for the report, inside the zipped folder will be two CSV files, agentdirectin.csv, and agentdirectin_breakdown.CSV).

NOTE: Please be aware that some schedule reports share the same type of information, so breakdowns for those reports will be the same.

Types

• Types: Select types of calls to be logged. (E.g., Choose a type of call to be logged from a drop-down menu.)

Filters

The configuration will change depending on which type of report (Queue/Agent/Dialer) is selected.

Filters for Agent Reports

• Time period: Select a period for which a report will be filtered.(E.g., Current Day/Current Week/Current Month/Current Year/Last Day/Last Week/Last Month/Last Year)

• Members: Set Members for which a report will be filtered. (E.g., Select members from a drop-down menu.)

• Call duration: Filter calls for the scheduled report by call duration (in seconds). (E.g., 10/20/30/60/120)

• Hold duration: Filter calls for the scheduled report by hold time duration (in seconds). (E.g., 10/20/30/60/120)

• Time format: Users can set the time format to be applied to filters. (E.g., dd hh mm ss/dd:hh:mm:ss/Days/Hours/Minutes/Seconds)

Filters for Queue Reports

The 'Filters' section for Queue Reports contain three additional fields: 'Queue', 'Caller', and 'DID'.

• Queues: Set a Queue for which the report will be filtered. (E.g., Select a Queue from a drop-down menu for which a report will be created.)

• Caller: Filter by Caller. (E.g., 123456)

• DID: Filter calls for a scheduled report by selecting DIDs.

NOTE: Calls per DID are all filtered by default.

Filters for Dialer Reports

The 'Filters' section for Dialer Reports contains one additional field: 'Campaigns'.

• Campaign: Set a Campaign for which the report will be filtered. (E.g., 138 - Test)

Settings

• Check interval (sec): Define how often to check for Queue statistics that will be included in the report. (E.g., 300)

• Server Domain: Define the server domain. (E.g., 192.168.200.***)

NOTE: This field is populated by default.