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• 5.2 • 5.3

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Service in Time - Voice and Chat Report

This report provides main key performance indicators for selected inbound services with a breakdown of the requested reporting interval into lower-level reporting intervals (e.g., weekly/monthly reports will show metrics for each day of the week/month, daily reports will show metrics for each hour of the day).

This is an extended version of the Service in Time report with some additional metrics related to the handling phase of the call/chat. For email service metrics, use the Email Service Report.

Note: If you run service reports for time periods when you had old or discontinued services, the names of these services will be displayed; this includes deleted services. The reports for these time periods will show that you had interactions as well as the service names you had at that time. Note that if you do not have any activity on these services within 30 days, the system will display the service names in italics; the system will not show the names at all after 90 days without activity.

Metric Descriptions

Number of Calls Received

This is the total number of calls or chats that were requested this service in the given reporting subinterval.

Received as Transfers

This specifies the number of service calls or chats received as transfers.

Self-Svc

This is the number of interactions serviced without involving a live agent (as indicated by execution of the Self-Service Provided scenario block).

Abn IVR

This is the number of interactions that were abandoned before entering the queue (i.e., while still at the IVR stage).

Abn IVR %

This is the percentage of interactions that were abandoned before entering the queue (i.e., while still at the IVR stage) out of the total number of interactions received.

Queued

This is the number of interactions that were queued. Queued means the scenario went through the Find Agent scenario block with appropriate service requested and regardless of service level.

Queued %

This is the percentage of interactions that were queued out of the total number of interactions received. Queued means the scenario went through the Find Agent scenario block with appropriate service requested and regardless of service level.

Abn Queue

This specifies the number of queued interactions that were abandoned at any time after the Service Level threshold. Queued means the scenario went through the Find Agent scenario block with appropriate service requested and regardless of service level.

Abn Rate %

This specifies the percentage of interactions abandoned in queue and interactions abandoned after being distributed to agents before being answered out of the total number of interactions received. Note that the percentage does not include interactions abandoned in IVR or interactions abandoned within the Service Level threshold.

Answered

This specifies the number of interactions that were answered (i.e., the agent answered while the Connect Call or Connect Chat blocks executed).

Answered %

This is the percentage of interactions that were answered out of the total number of interactions received.


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