(Updated via BpDeleteTranslateTags script) |
Wyler.metge (talk | contribs) (Adds metrics: task_handled_per_day, task_waiting_in_personal_queues, task_waiting_in_pq_breached_sla, in_email_handled_per_day, in_email_average_handling_time_per_day, task_average_handling_time_per_day, task_handled_per_day, in_email_handled_per _day, in_email_average_handling_time_per_day, task_average_handling_time_per_day) |
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<center>'''Protocol Name'''</center> | <center>'''Protocol Name'''</center> | ||
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<center>'''Name'''</center> | <center>'''Name'''</center> | ||
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| colspan="6" | | | colspan="6" | | ||
<center>'''Applicable to object type'''</center> | <center>'''Applicable to object type'''</center> | ||
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| colspan="5" | | | colspan="5" | | ||
<center>'''Campaign/Service type'''</center> | <center>'''Campaign/Service type'''</center> | ||
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<!--|--> | <!--|--> | ||
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<!--2--> | <!--2--> | ||
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<center>'''Item'''</center> | <center>'''Item'''</center> | ||
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<center>'''User'''</center> | <center>'''User'''</center> | ||
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<center>'''Team'''</center> | <center>'''Team'''</center> | ||
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<center>'''Service'''</center> | <center>'''Service'''</center> | ||
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<!--|--> | <!--|--> | ||
<!--<center>'''Aux Skill'''</center>--> | <!--<center>'''Aux Skill'''</center>--> | ||
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<center>'''Calling List'''</center> | <center>'''Calling List'''</center> | ||
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<center>'''Calling List Quota'''</center> | <center>'''Calling List Quota'''</center> | ||
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<center>'''Inbound'''</center> | <center>'''Inbound'''</center> | ||
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<center>'''Outb - Preview'''</center> | <center>'''Outb - Preview'''</center> | ||
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<center>'''Outb - Predictive'''</center> | <center>'''Outb - Predictive'''</center> | ||
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<center>'''Outb - SMS Auto'''</center> | <center>'''Outb - SMS Auto'''</center> | ||
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<center>'''Email'''</center> | <center>'''Email'''</center> | ||
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in_calls_received_per_day<!--|--> | in_calls_received_per_day<!--|--> | ||
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Inbound interactions received for the day | Inbound interactions received for the day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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in_transfers_received_per_day<!--|--> | in_transfers_received_per_day<!--|--> | ||
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Inbound transfers received for the day | Inbound transfers received for the day | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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out_transfers_received_per_day<!--|--> | out_transfers_received_per_day<!--|--> | ||
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Outbound transfers received for the day | Outbound transfers received for the day | ||
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<center>x</center> | <center>x</center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--|--> | <!--|--> | ||
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<center>x</center> | <center>x</center> | ||
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− | + | <!-- |- | |
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− | + | in_voice_handled_per_day | |
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− | Inbound calls | + | Inbound calls handled by agent |
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− | <center> | + | <center>x</center> |
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− | <center> | + | <center>x</center> |
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<center>x</center> | <center>x</center> | ||
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− | <center> | + | | --> |
− | + | <!-- |- | |
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+ | in_voice_average_handling_time_per_day | ||
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+ | Average inbound call handling time | ||
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+ | <center>x</center> | ||
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+ | <center>x</center> | ||
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+ | | | ||
+ | | | ||
+ | | | ||
+ | <center>x</center> | ||
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+ | | | ||
+ | | | ||
+ | | --> | ||
|- | |- | ||
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− | + | in_calls_in_ivr<!--|--> | |
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− | Inbound calls | + | Inbound calls currently in IVR |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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− | + | in_calls_self_serviced_per_day<!--|--> | |
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− | Inbound calls | + | Inbound calls self serviced for the day |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--|--> | <!--|--> | ||
− | <!--<center> </center>--> | + | <!--<center> </center>--> |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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− | + | in_calls_abandoned_in_ivr_per_day<!--|--> | |
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− | Inbound calls abandoned for the day | + | Inbound calls abandoned in IVR for the day |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--|--> | <!--|--> | ||
− | <!--<center> </center>--> | + | <!--<center> </center>--><!--|--> |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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− | + | in_calls_abandoned_total_per_day<!--|--> | |
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− | + | Inbound calls abandoned for the day | |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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− | + | in_calls_abandoned_percent_per_day<!--|--> | |
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− | + | Percentage of inbound calls abandoned for the day | |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--|--> | <!--|--> | ||
− | <!--<center> </center> | + | <!--<center> </center>--> |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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− | + | in_calls_dropped_in_ivr_per_day<!--|--> | |
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− | Inbound calls | + | Inbound calls dropped by system in IVR for the day |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--|--> | <!--|--> | ||
− | <!--<center> </center>--> | + | <!--<center> </center><--> |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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− | + | in_calls_queued_per_day<!--|--> | |
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− | Inbound calls | + | Inbound calls queued for the day |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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− | <center> | + | <center>x</center> |
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<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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− | + | in_calls_first_time_queued_per_day<!--|--> | |
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− | Inbound | + | Inbound calls first time queued for the day |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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− | <center> | + | <center> </center> |
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<!--|--> | <!--|--> | ||
− | <!--<center> | + | <!--<center> </center>--> |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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− | <center> | + | <center> </center> |
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|- | |- | ||
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− | + | in_calls_waiting<!--|--> | |
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− | Inbound interactions currently in | + | Inbound interactions currently in queue |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--|--> | <!--|--> | ||
− | <!--<center> | + | <!--<center>x</center>--> |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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|- | |- | ||
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− | + | in_calls_in_progress (renamed from in_calls_waiting_or_active, merged with in_email_waiting_in_all_queues)<!--|--> | |
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− | Inbound | + | Inbound interactions currently in IVR, queue or on agents |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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− | <center> | + | <center>x</center> |
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|- | |- | ||
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− | + | in_calls_abandoned_in_queue_per_day<!--|--> | |
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− | + | Inbound calls abandoned in queue for the day | |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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− | + | in_calls_abandoned_in_queue_ratio_per_day<!--|--> | |
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− | + | Percentage of inbound calls abandoned in queue for the day | |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<!--<center> </center>--> | <!--<center> </center>--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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− | + | in_calls_short_abandoned_in_queue_per_day<!--|--> | |
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− | + | Inbound calls short abandoned in queue for the day | |
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_calls_short_abandoned_in_queue_ratio_per_day<!--|--> | |
− | |||
| | | | ||
− | + | Percentage of inbound calls short abandoned in queue for the day | |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_calls_dropped_in_queue_per_day<!--|--> | |
− | |||
| | | | ||
− | + | Inbound calls dropped by system in queue for the day | |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
− | <center> | + | <center> </center> |
− | |||
|- | |- | ||
| | | | ||
− | + | service_level<!--|--> | |
− | |||
| | | | ||
− | Percentage of inbound interactions answered in Service Level over the day | + | Percentage of inbound interactions answered in Service Level |
− | + | | | |
+ | <center> </center> | ||
+ | | | ||
+ | <center> </center> | ||
+ | | | ||
+ | <center> </center> | ||
+ | | | ||
+ | <center>x</center> | ||
+ | <!--|--> | ||
+ | <!--<center> </center>--> | ||
+ | | | ||
+ | <center> </center> | ||
+ | | | ||
+ | <center> </center> | ||
+ | | | ||
+ | <center>x</center> | ||
+ | | | ||
+ | <center> </center> | ||
+ | | | ||
+ | <center> </center> | ||
+ | | | ||
+ | <center> </center> | ||
+ | | | ||
+ | <center>x</center> | ||
+ | |- | ||
+ | | | ||
+ | service_level_per_day<!--|--> | ||
+ | | | ||
+ | Percentage of inbound interactions answered in Service Level over the day | ||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
|- | |- | ||
| | | | ||
service_level_target<!--|--> | service_level_target<!--|--> | ||
− | |||
| | | | ||
Inbound Service Level target | Inbound Service Level target | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
service_level_threshold_time<!--|--> | service_level_threshold_time<!--|--> | ||
− | |||
| | | | ||
Inbound Service Level threshold | Inbound Service Level threshold | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
in_max_wait_time<!--|--> | in_max_wait_time<!--|--> | ||
− | |||
| | | | ||
Max inbound wait time | Max inbound wait time | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center>x</center>--> | <!--<center>x</center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_ewt<!--|--> | in_ewt<!--|--> | ||
− | |||
| | | | ||
Estimated wait time | Estimated wait time | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_routed_per_day<!--|--> | in_calls_routed_per_day<!--|--> | ||
− | |||
| | | | ||
Inbound calls routed to agents for the day | Inbound calls routed to agents for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_ringing<!--|--> | in_calls_ringing<!--|--> | ||
− | |||
| | | | ||
Inbound calls currently ringing | Inbound calls currently ringing | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_handled_per_day<!--|--> | in_calls_handled_per_day<!--|--> | ||
− | |||
| | | | ||
Inbound interactions handled by agents for the day | Inbound interactions handled by agents for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_handled_percent_per_day<!--|--> | in_calls_handled_percent_per_day<!--|--> | ||
− | |||
| | | | ||
Percentage of inbound calls handled for the day | Percentage of inbound calls handled for the day | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
| | | | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_first_time_handled_per_day <!--|--> | in_calls_first_time_handled_per_day <!--|--> | ||
− | |||
| | | | ||
Unique Inbound calls handled by agents for the day | Unique Inbound calls handled by agents for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_put_on_hold_per_day<!--|--> | in_calls_put_on_hold_per_day<!--|--> | ||
− | |||
| | | | ||
Inbound interactions being put on hold by agent(s) for the day | Inbound interactions being put on hold by agent(s) for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_first_time_put_on_hold_per_day<!--|--> | in_calls_first_time_put_on_hold_per_day<!--|--> | ||
− | |||
| | | | ||
Unique inbound interactions being put on hold by agent(s) for the day | Unique inbound interactions being put on hold by agent(s) for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_rejected_per_day<!--|--> | in_calls_rejected_per_day<!--|--> | ||
− | |||
| | | | ||
Inbound calls rejected or unanswered by agents for the day | Inbound calls rejected or unanswered by agents for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_abandoned_ringing_per_day<!--|--> | in_calls_abandoned_ringing_per_day<!--|--> | ||
− | |||
| | | | ||
Inbound calls abandoned while ringing for the day | Inbound calls abandoned while ringing for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_dropped_ringing_per_day<!--|--> | in_calls_dropped_ringing_per_day<!--|--> | ||
− | |||
| | | | ||
Inbound calls dropped by system while ringing for the day | Inbound calls dropped by system while ringing for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_active_on_agents (renamed from in_calls_talking)<!--|--> | in_calls_active_on_agents (renamed from in_calls_talking)<!--|--> | ||
− | |||
| | | | ||
Inbound interactions currently handled by agents | Inbound interactions currently handled by agents | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center>x</center>--> | <!--<center>x</center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_disconnected_talking_per_day<!--|--> | in_calls_disconnected_talking_per_day<!--|--> | ||
− | |||
| | | | ||
Inbound calls released by callers for the day | Inbound calls released by callers for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_dropped_talking_per_day<!--|--> | in_calls_dropped_talking_per_day<!--|--> | ||
− | |||
| | | | ||
Inbound calls released by agents for the day | Inbound calls released by agents for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_duration_average_per_day<!--|--> | in_calls_duration_average_per_day<!--|--> | ||
− | |||
| | | | ||
Inbound calls duration average for the day | Inbound calls duration average for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_duration_total_per_day<!--|--> | in_calls_duration_total_per_day<!--|--> | ||
− | |||
| | | | ||
Inbound calls duration total for the day | Inbound calls duration total for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_calls_transferred_per_day<!--|--> | in_calls_transferred_per_day<!--|--> | ||
− | |||
| | | | ||
Inbound interactions transferred by agents for the day | Inbound interactions transferred by agents for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_average_speed_of_answer<!--|--> | in_average_speed_of_answer<!--|--> | ||
− | |||
| | | | ||
For calls, average speed of answer. For emails, average time to reply | For calls, average speed of answer. For emails, average time to reply | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
calls_average_handling_time_per_day<!--|--> | calls_average_handling_time_per_day<!--|--> | ||
− | |||
| | | | ||
Average Handle time | Average Handle time | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
calls_average_acw_time_per_day<!--|--> | calls_average_acw_time_per_day<!--|--> | ||
− | |||
| | | | ||
Average ACW Time | Average ACW Time | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
agent_call_handling_rate<!--|--> | agent_call_handling_rate<!--|--> | ||
− | |||
| | | | ||
Call handling rate per hour | Call handling rate per hour | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_callbacks_requested_per_day<!--|--> | in_callbacks_requested_per_day<!--|--> | ||
− | |||
| | | | ||
Callbacks requested for the day | Callbacks requested for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
in_callbacks_waiting<!--|--> | in_callbacks_waiting<!--|--> | ||
− | |||
| | | | ||
Callbacks currently waiting in queue | Callbacks currently waiting in queue | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|} | |} | ||
− | |||
<!--TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR | <!--TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR TABLE FOUR | ||
--> | --> | ||
+ | |||
== Records (lists, outbound campaigns, inbound services) == | == Records (lists, outbound campaigns, inbound services) == | ||
{| class="prettytable" | {| class="prettytable" | ||
Line 4,448: | Line 3,825: | ||
| | | | ||
<center>'''Protocol Name'''</center> | <center>'''Protocol Name'''</center> | ||
− | |||
| | | | ||
<center>'''Name'''</center> | <center>'''Name'''</center> | ||
− | |||
| colspan="6" | | | colspan="6" | | ||
<center>'''Applicable to object type'''</center> | <center>'''Applicable to object type'''</center> | ||
− | |||
| colspan="5" | | | colspan="5" | | ||
<center>'''Campaign/Service type'''</center> | <center>'''Campaign/Service type'''</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | |||
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
<center>'''Item'''</center> | <center>'''Item'''</center> | ||
− | |||
| | | | ||
<center>'''User'''</center> | <center>'''User'''</center> | ||
− | |||
| | | | ||
<center>'''Team'''</center> | <center>'''Team'''</center> | ||
− | |||
| | | | ||
<center>'''Service'''</center> | <center>'''Service'''</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--<center>'''Aux Skill'''</center>--> | <!--<center>'''Aux Skill'''</center>--> | ||
− | |||
| | | | ||
<center>'''Calling List'''</center> | <center>'''Calling List'''</center> | ||
− | |||
| | | | ||
<center>'''Calling List Quota'''</center> | <center>'''Calling List Quota'''</center> | ||
− | |||
| | | | ||
<center>'''Inbound'''</center> | <center>'''Inbound'''</center> | ||
− | |||
| | | | ||
<center>'''Outb - Preview'''</center> | <center>'''Outb - Preview'''</center> | ||
− | |||
| | | | ||
<center>'''Outb - Predictive'''</center> | <center>'''Outb - Predictive'''</center> | ||
− | |||
| | | | ||
<center>'''Outb - SMS Auto'''</center> | <center>'''Outb - SMS Auto'''</center> | ||
− | |||
| | | | ||
<center>'''Email'''</center> | <center>'''Email'''</center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_current_call_rate<!--|--> | out_calls_current_call_rate<!--|--> | ||
− | |||
| | | | ||
Outbound current calling rate | Outbound current calling rate | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
<!--|--> | <!--|--> | ||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_placed_per_day<!--|--> | out_calls_placed_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound call attempts for the day | Outbound call attempts for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | + | <!-- |- | |
+ | | | ||
+ | out_voice_handled_per_day | ||
+ | | | ||
+ | Outbound calls handled by agent | ||
+ | | | ||
+ | | | ||
+ | <center>x</center> | ||
+ | | | ||
+ | <center>x</center> | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | <center>x</center> | ||
+ | | | ||
+ | <center>x</center> | ||
+ | | | ||
+ | | --> | ||
+ | <!-- |- | ||
+ | | | ||
+ | out_voice_average_handling_time_per_day | ||
+ | | | ||
+ | Average outbound call handling time | ||
+ | | | ||
+ | | | ||
+ | <center>x</center> | ||
+ | | | ||
+ | <center>x</center> | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | <center>x</center> | ||
+ | | | ||
+ | <center>x</center> | ||
+ | | | ||
+ | | --> | ||
|- | |- | ||
| | | | ||
out_calls_in_progress<!--|--> | out_calls_in_progress<!--|--> | ||
− | |||
| | | | ||
Outbound call attempts currently in progress | Outbound call attempts currently in progress | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_failed_per_day<!--|--> | out_calls_failed_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound calls attemtps failed fo the day | Outbound calls attemtps failed fo the day | ||
− | |||
| | | | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center>x</center> | <center>x</center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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out_calls_answered_per_day<!--|--> | out_calls_answered_per_day<!--|--> | ||
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Outbound successful calls attempts for the day | Outbound successful calls attempts for the day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center>X</center> | <center>X</center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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out_calls_answered_ratio_per_day<!--|--> | out_calls_answered_ratio_per_day<!--|--> | ||
− | |||
| | | | ||
Percentage of outbound successful call attempts for the day | Percentage of outbound successful call attempts for the day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center>x</center> | <center>x</center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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out_calls_in_ivr<!--|--> | out_calls_in_ivr<!--|--> | ||
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Outbound calls currently in IVR | Outbound calls currently in IVR | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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out_calls_self_serviced_per_day<!--|--> | out_calls_self_serviced_per_day<!--|--> | ||
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Outbound calls self serviced for the day | Outbound calls self serviced for the day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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out_calls_abandoned_in_ivr_per_day<!--|--> | out_calls_abandoned_in_ivr_per_day<!--|--> | ||
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Outbound calls abandoned in IVR for the day | Outbound calls abandoned in IVR for the day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<!--|--> | <!--|--> | ||
<!--<center> </center>--> | <!--<center> </center>--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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out_calls_abandoned_in_ivr_ratio_per_day<!--|--> | out_calls_abandoned_in_ivr_ratio_per_day<!--|--> | ||
− | |||
| | | | ||
Percentage of outbound calls abandoned in IVR for the day | Percentage of outbound calls abandoned in IVR for the day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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out_calls_dropped_in_ivr_per_day<!--|--> | out_calls_dropped_in_ivr_per_day<!--|--> | ||
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Outbound calls dropped in IVR for the day | Outbound calls dropped in IVR for the day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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out_calls_queued_per_day<!--|--> | out_calls_queued_per_day<!--|--> | ||
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| | | | ||
Outbound calls queued for the day | Outbound calls queued for the day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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out_calls_waiting<!--|--> | out_calls_waiting<!--|--> | ||
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Outbound calls currently in queue | Outbound calls currently in queue | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
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out_calls_abandoned_in_queue_per_day<!--|--> | out_calls_abandoned_in_queue_per_day<!--|--> | ||
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Outbound calls abandoned in queue for the day | Outbound calls abandoned in queue for the day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
| | | | ||
out_calls_abandoned_in_queue_ratio_per_day<!--|--> | out_calls_abandoned_in_queue_ratio_per_day<!--|--> | ||
− | |||
| | | | ||
Percentage of outbound calls abandoned in queue for the day | Percentage of outbound calls abandoned in queue for the day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
| | | | ||
out_calls_dropped_in_queue_per_day<!--|--> | out_calls_dropped_in_queue_per_day<!--|--> | ||
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| | | | ||
Outbound calls dropped in queue for the day | Outbound calls dropped in queue for the day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
− | |||
<!--|--> | <!--|--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
| | | | ||
out_calls_unattended_per_day<!--|--> | out_calls_unattended_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound answered calls that did not connect to agent in compliance time, per day | Outbound answered calls that did not connect to agent in compliance time, per day | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
− | |||
<!--|--> | <!--|--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>X</center> | <center>X</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
| | | | ||
out_calls_unattended_ratio_per_day<!--|--> | out_calls_unattended_ratio_per_day<!--|--> | ||
− | |||
| | | | ||
Percentage of calls that did not connect to agent in compliance time, per day | Percentage of calls that did not connect to agent in compliance time, per day | ||
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| | | | ||
<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
− | |||
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<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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|- | |- | ||
| | | | ||
out_calls_routed_per_day<!--|--> | out_calls_routed_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound calls routed to agents for the day | Outbound calls routed to agents for the day | ||
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| | | | ||
<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center>x</center> | <center>x</center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_ringing<!--|--> | out_calls_ringing<!--|--> | ||
− | |||
| | | | ||
Outbound calls delivered to agents and currently ringing | Outbound calls delivered to agents and currently ringing | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
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<center> </center> | <center> </center> | ||
− | |||
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<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center>x</center> | <center>x</center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_abandoned_ringing_per_day<!--|--> | out_calls_abandoned_ringing_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound calls abandoned while ringing for the day | Outbound calls abandoned while ringing for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center>X</center> | <center>X</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center>X</center> | <center>X</center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
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<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_dropped_ringing_per_day<!--|--> | out_calls_dropped_ringing_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound calls dropped while ringing for the day | Outbound calls dropped while ringing for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_duration_average_per_day<!--|--> | out_calls_duration_average_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound calls duration average for the day | Outbound calls duration average for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_duration_total_per_day<!--|--> | out_calls_duration_total_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound calls duration total for the day | Outbound calls duration total for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_rejected_per_day<!--|--> | out_calls_rejected_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound calls rejected or unanswered by agents for the day | Outbound calls rejected or unanswered by agents for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_handled_per_day<!--|--> | out_calls_handled_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound interactions handled by agents for the day. For email - number of unsolicited emails and follow-up responses. | Outbound interactions handled by agents for the day. For email - number of unsolicited emails and follow-up responses. | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_active_on_agents (renamed from out_calls_talking)<!--|--> | out_calls_active_on_agents (renamed from out_calls_talking)<!--|--> | ||
− | |||
| | | | ||
Outbound interactions currently handled by agents | Outbound interactions currently handled by agents | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_disconnected_talking_per_day<!--|--> | out_calls_disconnected_talking_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound calls released by remote party for the day | Outbound calls released by remote party for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_dropped_talking_per_day<!--|--> | out_calls_dropped_talking_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound calls released by agent for the day | Outbound calls released by agent for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_transferred_per_day<!--|--> | out_calls_transferred_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound calls transferred by agents for the day | Outbound calls transferred by agents for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_in_progress (renamed from out_calls_in_progress_or_active)<!--|--> | out_calls_in_progress (renamed from out_calls_in_progress_or_active)<!--|--> | ||
− | |||
| | | | ||
Outbound interactions in any stage | Outbound interactions in any stage | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_abandoned_per_day<!--|--> | out_calls_abandoned_per_day<!--|--> | ||
− | |||
| | | | ||
Outbound calls abandoned at any stage for the day | Outbound calls abandoned at any stage for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
|- | |- | ||
| | | | ||
out_calls_abandoned_ratio_per_day<!--|--> | out_calls_abandoned_ratio_per_day<!--|--> | ||
− | |||
| | | | ||
Percentage of outbound calls abandoned at any stage for the day | Percentage of outbound calls abandoned at any stage for the day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
<!--|--> | <!--|--> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>X</center> | <center>X</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
− | |||
|} | |} | ||
+ | <!--TABLE TABLE TABLE TABLE TABLE TABLE TABLE TABLE TABLE TABLE TABLE TABLE TABLE TABLE TABLE --> | ||
− | |||
== Email == | == Email == | ||
{| class="prettytable" | {| class="prettytable" | ||
Line 5,901: | Line 4,835: | ||
| | | | ||
<center>'''Protocol Name'''</center> | <center>'''Protocol Name'''</center> | ||
− | |||
| | | | ||
<center>'''Name'''</center> | <center>'''Name'''</center> | ||
− | |||
| colspan="6" | | | colspan="6" | | ||
<center>'''Applicable to object type'''</center> | <center>'''Applicable to object type'''</center> | ||
− | |||
| colspan="5" | | | colspan="5" | | ||
<center>'''Campaign/Service type'''</center> | <center>'''Campaign/Service type'''</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | |||
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
<center>'''Item'''</center> | <center>'''Item'''</center> | ||
− | |||
| | | | ||
<center>'''User'''</center> | <center>'''User'''</center> | ||
− | |||
| | | | ||
<center>'''Team'''</center> | <center>'''Team'''</center> | ||
− | |||
| | | | ||
<center>'''Service'''</center> | <center>'''Service'''</center> | ||
− | |||
− | |||
| | | | ||
<center>'''Calling List'''</center> | <center>'''Calling List'''</center> | ||
− | |||
| | | | ||
<center>'''Calling List Quota'''</center> | <center>'''Calling List Quota'''</center> | ||
− | |||
| | | | ||
<center>'''Inbound'''</center> | <center>'''Inbound'''</center> | ||
− | |||
| | | | ||
<center>'''Outb - Preview'''</center> | <center>'''Outb - Preview'''</center> | ||
− | |||
| | | | ||
<center>'''Outb - Predictive'''</center> | <center>'''Outb - Predictive'''</center> | ||
− | |||
| | | | ||
<center>'''Outb - SMS Auto'''</center> | <center>'''Outb - SMS Auto'''</center> | ||
− | |||
| | | | ||
<center>'''Email'''</center> | <center>'''Email'''</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | in_emails_joined_existing_cases (renamed from in_emails_joined_existing_queue) | + | in_emails_joined_existing_cases (renamed from in_emails_joined_existing_queue) |
− | |||
| | | | ||
number of inbound emails joined to already existing case, per day | number of inbound emails joined to already existing case, per day | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_handled_per_day | |
− | |||
| | | | ||
− | Inbound | + | Inbound emails handled by agent |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | + | | | |
+ | <center>x</center> | ||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
− | |||
− | |||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_average_handling_time_per_day | |
− | |||
| | | | ||
− | + | Average inbound email handling time | |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
− | |||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
Line 6,064: | Line 4,940: | ||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | + | | | |
+ | <center> </center> | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_received_new_per_day | |
− | |||
| | | | ||
− | Inbound | + | Inbound interactions received for the day for new cases |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_carried_over | |
− | |||
| | | | ||
− | Inbound emails | + | Inbound emails carried over from previous day |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
− | <center> | + | <center>x</center> |
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_carried_over_new | |
− | |||
| | | | ||
− | Inbound emails | + | Inbound emails carried over from previous day for new cases |
− | |||
| | | | ||
− | + | <center> </center> | |
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
− | + | <center> </center> | |
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_offered_per_day | |
− | |||
| | | | ||
− | Inbound emails | + | Inbound emails offered to agent for the day |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_rejected_per_day | |
− | |||
| | | | ||
− | Inbound emails | + | Inbound emails unanswered for the day |
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
− | |||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_pulled_per_day | |
− | |||
| | | | ||
− | Inbound emails | + | Inbound emails pulled by agent for the day |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
− | <center> | + | <center> </center> |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_processed_replied_per_day | |
− | |||
| | | | ||
− | + | Inbound emails replied for the day | |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_processed_noreply_per_day | |
− | |||
| | | | ||
− | Inbound emails | + | Inbound emails closed without reply for the day |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_handled_new_per_day | |
− | |||
| | | | ||
− | + | Number of new emails processed by agents, including replied, closed without reply, transferred and service changes | |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_waiting_in_personal_queues | |
− | |||
| | | | ||
− | + | Inbound emails currently on agents, saved in personal queues | |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
+ | | | ||
+ | <center>x</center> | ||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
− | |||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_email_waiting_in_pq_breached_sla | |
− | |||
| | | | ||
− | + | Inbound emails currently on agents, saved in personal queues, waiting in excess of SLA time | |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | out_email_waiting_in_personal_queues | |
− | |||
| | | | ||
− | + | Outbound emails currently on agents, saved in personal queues | |
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | + | | | |
+ | <center>x</center> | ||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
− | |||
− | |||
− | |||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center> </center> | <center> </center> | ||
− | |||
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
| | | | ||
− | + | in_service_changed_per_day | |
− | |||
| | | | ||
− | Number of interactions | + | Number of interactions recategorized to a different service by agents |
− | |||
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center>x</center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
|- | |- | ||
− | |||
− | |||
| | | | ||
− | Number of interactions re-categorized | + | in_service_change_received_per_day |
− | + | | | |
+ | Number of interactions re-categorized from a different service by agents | ||
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
<center>x</center> | <center>x</center> | ||
− | |||
− | |||
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
− | + | <center> </center> | |
| | | | ||
+ | <center> </center> | ||
+ | | | ||
+ | <center>x</center> | ||
+ | |- | ||
+ | | | ||
+ | in_email_spam | ||
+ | | | ||
+ | Number of interactions re-categorized as spam by agents | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | <center>x</center> | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | <center>x</center> | ||
+ | |- | ||
+ | |in_email_trash | ||
+ | | | ||
+ | Number of interactions re-categorized as trash by agents | ||
+ | | | ||
+ | | | ||
+ | | | ||
| | | | ||
<center>x</center> | <center>x</center> | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | <center>x</center> | ||
|} | |} | ||
− | <!-- | + | |
+ | <!-- == Chats == | ||
+ | |||
+ | {| class="prettytable" | ||
+ | |- | ||
+ | | | ||
+ | <center>'''Protocol Name'''</center> | ||
+ | | | ||
+ | <center>'''Name'''</center> | ||
+ | | colspan="6" | | ||
+ | <center>'''Applicable to object type'''</center> | ||
+ | | colspan="5" | | ||
+ | <center>'''Campaign/Service type'''</center> | ||
+ | |- | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | <center>'''Item'''</center> | ||
+ | | | ||
+ | <center>'''User'''</center> | ||
+ | | | ||
+ | <center>'''Team'''</center> | ||
+ | | | ||
+ | <center>'''Service'''</center> | ||
+ | |||
+ | |||
+ | | | ||
+ | <center>'''Calling List'''</center> | ||
+ | | | ||
+ | <center>'''Calling List Quota'''</center> | ||
+ | | | ||
+ | <center>'''Inbound - Chats'''</center> | ||
+ | | | ||
+ | <center>'''Outb - Preview'''</center> | ||
+ | | | ||
+ | <center>'''Outb - Predictive'''</center> | ||
+ | | | ||
+ | <center>'''Outb - SMS Auto'''</center> | ||
+ | | | ||
+ | <center>'''Email'''</center> | ||
+ | |} --> | ||
+ | <!-- |- | ||
+ | |in_chat_handled_per_day | ||
+ | |Inbound chats handled by agent | ||
+ | | | ||
+ | |<center>x</center> | ||
+ | |<center>x</center> | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | |<center>x</center> | ||
+ | | | ||
+ | | | ||
+ | | --> | ||
+ | <!-- |- | ||
+ | |in_chat_average_handling_time_per_day | ||
+ | |Average inbound chat handling time | ||
+ | | | ||
+ | |<center>x</center> | ||
+ | |<center>x</center> | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | |<center>x</center> | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | | --> | ||
+ | |||
+ | == Tasks == | ||
+ | |||
+ | {| class="prettytable" | ||
+ | |- | ||
+ | | | ||
+ | <center>'''Protocol Name'''</center> | ||
+ | | | ||
+ | <center>'''Name'''</center> | ||
+ | | colspan="6" | | ||
+ | <center>'''Applicable to object type'''</center> | ||
+ | | colspan="6" | | ||
+ | <center>'''Campaign/Service type'''</center> | ||
+ | |- | ||
+ | | | ||
+ | | | ||
+ | | | ||
+ | <center>'''Item'''</center> | ||
+ | | | ||
+ | <center>'''User'''</center> | ||
+ | | | ||
+ | <center>'''Team'''</center> | ||
+ | | | ||
+ | <center>'''Service'''</center> | ||
+ | |||
+ | |||
+ | | | ||
+ | <center>'''Calling List'''</center> | ||
+ | | | ||
+ | <center>'''Calling List Quota'''</center> | ||
+ | | | ||
+ | <center>'''Inbound'''</center> | ||
+ | | | ||
+ | <center>'''Outb - Preview'''</center> | ||
+ | | | ||
+ | <center>'''Outb - Predictive'''</center> | ||
+ | | | ||
+ | <center>'''Outb - SMS Auto'''</center> | ||
+ | | | ||
+ | <center>'''Email'''</center> | ||
+ | | | ||
+ | <center>'''Tasks'''</center> | ||
+ | |- | ||
+ | |task_handled_per_day<!--protocol name--> | ||
+ | |Tasks handled by agents for the day<!--name--> | ||
+ | |<!--item--> | ||
+ | |<center>x</center><!--user--> | ||
+ | |<center>x</center><!--team--> | ||
+ | |<!--service--> | ||
+ | |<!--list--> | ||
+ | |<!--list quota--> | ||
+ | |<!--inbound--> | ||
+ | |<!--outbound preview--> | ||
+ | |<!--outbound predictive--> | ||
+ | |<!--sms--> | ||
+ | |<!--email--> | ||
+ | |<center>x</center><!--tasks--> | ||
+ | |||
+ | |- | ||
+ | |task_average_handling_time_per_day<!--protocol name--> | ||
+ | |Average task handling time<!--name--> | ||
+ | |<!--item--> | ||
+ | |<center>x</center><!--user--> | ||
+ | |<center>x</center><!--team--> | ||
+ | |<!--service--> | ||
+ | |<!--list--> | ||
+ | |<!--list quota--> | ||
+ | |<!--inbound--> | ||
+ | |<!--outbound preview--> | ||
+ | |<!--outbound predictive--> | ||
+ | |<!--sms--> | ||
+ | |<!--email--> | ||
+ | |<center>x</center><!--tasks--> | ||
+ | |||
+ | |- | ||
+ | |task_waiting_in_personal_queues<!--protocol name--> | ||
+ | |Tasks currently on agent, saved in personal queue<!--name--> | ||
+ | |<!--item--> | ||
+ | |<center>x</center><!--user--> | ||
+ | |<!--team--> | ||
+ | |<!--service--> | ||
+ | |<!--list--> | ||
+ | |<!--list quota--> | ||
+ | |<!--inbound--> | ||
+ | |<!--outbound preview--> | ||
+ | |<!--outbound predictive--> | ||
+ | |<!--sms--> | ||
+ | |<!--email--> | ||
+ | |<center>x</center><!--tasks--> | ||
+ | |||
+ | |- | ||
+ | |task_waiting_in_pq_breached_sla<!--protocol name--> | ||
+ | |Tasks currently on agent, saved in personal queue<!--name--> | ||
+ | |<!--item--> | ||
+ | |<center>x</center><!--user--> | ||
+ | |<!--team--> | ||
+ | |<!--service--> | ||
+ | |<!--list--> | ||
+ | |<!--list quota--> | ||
+ | |<!--inbound--> | ||
+ | |<!--outbound preview--> | ||
+ | |<!--outbound predictive--> | ||
+ | |<!--sms--> | ||
+ | |<!--email--> | ||
+ | |<center>x</center><!--tasks--> | ||
+ | |} | ||
+ | |||
== Configuration and runtime attributes == | == Configuration and runtime attributes == | ||
{| class="prettytable" | {| class="prettytable" |
Latest revision as of 10:34, 16 January 2025
List of Real-Time Statistics
The following is a grid view of all real-time statistics that may be used in the Bright Pattern Contact Center Real-Time Statistics API. For a complete list view of these statistics including definitions, see All Real-time Metrics in the Reporting Reference Guide.
Agents (in a team)
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agents_logged |
Logged-in agents |
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agents_busy |
Busy agents |
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agents_in_wrap_up |
Agents in ACW state |
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counted by "capacity" object |
Number of interactions on agent |
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agents_busy_on_service |
Agents busy with interactions of this service |
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agents_ready |
Ready agents |
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agents_not_ready |
Not Ready agents |
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agent_occupancy |
Occupancy in campaign/service |
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agent_average_idle_time |
Average idle time |
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agent_idle_time |
Agent idle time |
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agent_preview_duration |
Time in Preview |
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agent_average_preview_time |
Average Preview time |
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agent_success_ratio_per_day |
My Success Rate |
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agent_total_break_time |
My Break Time |
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agent_total_busy_time |
My Busy Time |
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agent_total_acw_time |
My ACW Time |
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agent_total_ready_time |
My Ready Time |
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agent_fcr |
First Call Resolution |
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agent_nps |
Net Promoter Score |
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agent_csat |
Customer Satisfaction |
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agent_cm1 |
Custom Survey Metric 1 |
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agent_cm2 |
Custom Survey Metric 2 |
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||||||||
top_dispositions_per_day |
Most Frequent Dispositions |
|
||||||||||
team_success_ratio_per_day |
My Team Success Rate |
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|
|
Calendar entries
|
|
|
| |||||||||
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| ||
agent_calendar_pending |
Calendar reminders |
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|
|
agent_calendar_overdue |
Calendar reminders in the past |
|
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|
|
Calls (Inbound)
|
|
|
| |||||||||
|
|
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|
|
|
| ||
in_calls_received_per_day |
Inbound interactions received for the day |
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|
|
in_transfers_received_per_day |
Inbound transfers received for the day |
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|
out_transfers_received_per_day |
Outbound transfers received for the day |
|
|
|
||||||||
in_calls_in_ivr |
Inbound calls currently in IVR |
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|
|
in_calls_self_serviced_per_day |
Inbound calls self serviced for the day |
|
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|
in_calls_abandoned_in_ivr_per_day |
Inbound calls abandoned in IVR for the day |
|
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|
|
|
|
|
|
in_calls_abandoned_total_per_day |
Inbound calls abandoned for the day |
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|
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|
|
|
in_calls_abandoned_percent_per_day |
Percentage of inbound calls abandoned for the day |
|
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|
|
|
|
in_calls_dropped_in_ivr_per_day |
Inbound calls dropped by system in IVR for the day |
|
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|
|
|
|
|
in_calls_queued_per_day |
Inbound calls queued for the day |
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|
|
in_calls_first_time_queued_per_day |
Inbound calls first time queued for the day |
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|
|
in_calls_waiting |
Inbound interactions currently in queue |
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|
|
in_calls_in_progress (renamed from in_calls_waiting_or_active, merged with in_email_waiting_in_all_queues) |
Inbound interactions currently in IVR, queue or on agents |
|
|
|
|
|
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|
|
|
|
in_calls_abandoned_in_queue_per_day |
Inbound calls abandoned in queue for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_abandoned_in_queue_ratio_per_day |
Percentage of inbound calls abandoned in queue for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_short_abandoned_in_queue_per_day |
Inbound calls short abandoned in queue for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_short_abandoned_in_queue_ratio_per_day |
Percentage of inbound calls short abandoned in queue for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_dropped_in_queue_per_day |
Inbound calls dropped by system in queue for the day |
|
|
|
|
|
|
|
|
|
|
|
service_level |
Percentage of inbound interactions answered in Service Level |
|
|
|
|
|
|
|
|
|
|
|
service_level_per_day |
Percentage of inbound interactions answered in Service Level over the day |
|
|
|||||||||
service_level_target |
Inbound Service Level target |
|
|
|
|
|
|
|
|
|
|
|
service_level_threshold_time |
Inbound Service Level threshold |
|
|
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|
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|
|
|
|
|
in_max_wait_time |
Max inbound wait time |
|
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|
|
|
|
|
|
in_ewt |
Estimated wait time |
|
|
|
|
|
|
|
|
|
|
|
in_calls_routed_per_day |
Inbound calls routed to agents for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_ringing |
Inbound calls currently ringing |
|
|
|
|
|
|
|
|
|
|
|
in_calls_handled_per_day |
Inbound interactions handled by agents for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_handled_percent_per_day |
Percentage of inbound calls handled for the day |
|
|
|||||||||
in_calls_first_time_handled_per_day |
Unique Inbound calls handled by agents for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_put_on_hold_per_day |
Inbound interactions being put on hold by agent(s) for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_first_time_put_on_hold_per_day |
Unique inbound interactions being put on hold by agent(s) for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_rejected_per_day |
Inbound calls rejected or unanswered by agents for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_abandoned_ringing_per_day |
Inbound calls abandoned while ringing for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_dropped_ringing_per_day |
Inbound calls dropped by system while ringing for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_active_on_agents (renamed from in_calls_talking) |
Inbound interactions currently handled by agents |
|
|
|
|
|
|
|
|
|
|
|
in_calls_disconnected_talking_per_day |
Inbound calls released by callers for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_dropped_talking_per_day |
Inbound calls released by agents for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_duration_average_per_day |
Inbound calls duration average for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_duration_total_per_day |
Inbound calls duration total for the day |
|
|
|
|
|
|
|
|
|
|
|
in_calls_transferred_per_day |
Inbound interactions transferred by agents for the day |
|
|
|
|
|
|
|
|
|
|
|
in_average_speed_of_answer |
For calls, average speed of answer. For emails, average time to reply |
|
|
|
|
|
|
|
|
|
|
|
calls_average_handling_time_per_day |
Average Handle time |
|
|
|
|
|
|
|
|
|
|
|
calls_average_acw_time_per_day |
Average ACW Time |
|
|
|
|
|
|
|
|
|
|
|
agent_call_handling_rate |
Call handling rate per hour |
|
|
|
|
|
|
|
|
|
|
|
in_callbacks_requested_per_day |
Callbacks requested for the day |
|
|
|
|
|
|
|
|
|
|
|
in_callbacks_waiting |
Callbacks currently waiting in queue |
|
|
|
|
|
|
|
|
|
|
|
Records (lists, outbound campaigns, inbound services)
|
|
|
| |||||||||
|
|
|
|
|
|
|
|
|
|
|
|
|
records_total |
Total number of records in active lists |
|
|
|
|
|
|
|
|
|
|
|
records_completed |
Completed records in active lists |
|
|
|
|
|
|
|
|
|
|
|
records_with_assigned_agents_completed |
Completed records with personal agent assignments |
|
|
|
|
|
|
|
|
|
|
|
records_remaining |
Remaining records in active lists |
|
|
|
|
|
|
|
|
|
|
|
records_quota |
Quota of successes for the calling list quota group |
|
|
|
|
|
|
|
|
|
|
|
records_successes |
Number of records with a success disposition |
|
|
|
|
|
|
|
|
|
|
|
records_out_of_quota |
Number of records in quota groups that reached quota limits |
|
|
|
|
|
|
|
|
|
|
|
records_with_assigned_agents_remaining |
Remaining rercords with personal agent assignments |
|
|
|
|
|
|
|
|
|
|
|
records_in_dnc |
Number of records excluded by DNC lists from Active Lists |
|
|
|
|
|
|
|
|
|
|
|
records_attempted_per_day |
Records attempted for the day |
|
|
|
|
|
|
|
|
|
|
|
records_attempted_ratio_per_day |
Percentage of records attempted for the day |
|
|
|
|
|
|
|
|
|
|
|
records_accepted_per_day |
Records previewed for the day |
|
|
|
|
|
|
|
|
|
|
|
records_skipped_per_day |
Records skipped for the day |
|
|
|
|
|
|
|
|
|
|
|
records_skipped_ratio_per_day |
Percentage of records skipped for the day |
|
|
|
|
|
|
|
|
|
|
|
records_completed_per_day |
Records completed for the day |
|
|
|
|
|
|
|
|
|
|
|
records_completed_ratio_per_day |
Percentage of records completed for the day |
|
|
|
|
|
|
|
|
|
|
|
records_completed_ratio |
Percentage of records completed in active lists |
|
|
|
|
|
|
|
|
|
|
|
records_progress |
Records state chart |
|
|
|
|
|
|
|
|
|
|
|
records_dialable |
Records Dialable Right Now |
|
|
|
|
|
|
|
|
|
|
|
records_expired |
Records Expired |
|
|
|
|
|
|
|
|
|
|
|
Campaign state (Outbound)
|
|
|
| |||||||||
|
|
|
|
|
|
|
|
|
|
|
|
|
out_campaign_mode |
Campaign mode |
|
|
|
|
|
|
|
|
|
|
|
out_campaign_duration_forecast |
Estimated campaign duration |
|
|
|
|
|
|
|
|
|
|
|
out_average_success_rate |
Average Success Rate - percentage of successful call attempts |
|
|
|
|
|
|
|
|
|
|
|
Dispositions
|
|
|
| |||||||||
|
|
|
|
|
|
|
|
|
|
|
|
|
calls_dispositions_per_day |
|
|
|
|
|
|
|
|
|
|
|
|
calls_dispositions_ratio_per_day |
|
|
|
|
|
|
|
|
|
|
|
|
Calls (Outbound Dialer)
|
|
|
| |||||||||
|
|
|
|
|
|
|
|
|
|
| ||
out_calls_current_call_rate |
Outbound current calling rate |
|
|
|
|
|
|
|
|
|
|
|
out_calls_placed_per_day |
Outbound call attempts for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_in_progress |
Outbound call attempts currently in progress |
|
|
|
|
|
|
|
|
|
|
|
out_calls_failed_per_day |
Outbound calls attemtps failed fo the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_answered_per_day |
Outbound successful calls attempts for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_answered_ratio_per_day |
Percentage of outbound successful call attempts for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_in_ivr |
Outbound calls currently in IVR |
|
|
|
|
|
|
|
|
|
|
|
out_calls_self_serviced_per_day |
Outbound calls self serviced for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_abandoned_in_ivr_per_day |
Outbound calls abandoned in IVR for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_abandoned_in_ivr_ratio_per_day |
Percentage of outbound calls abandoned in IVR for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_dropped_in_ivr_per_day |
Outbound calls dropped in IVR for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_queued_per_day |
Outbound calls queued for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_waiting |
Outbound calls currently in queue |
|
|
|
|
|
|
|
|
|
|
|
out_calls_abandoned_in_queue_per_day |
Outbound calls abandoned in queue for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_abandoned_in_queue_ratio_per_day |
Percentage of outbound calls abandoned in queue for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_dropped_in_queue_per_day |
Outbound calls dropped in queue for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_unattended_per_day |
Outbound answered calls that did not connect to agent in compliance time, per day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_unattended_ratio_per_day |
Percentage of calls that did not connect to agent in compliance time, per day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_routed_per_day |
Outbound calls routed to agents for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_ringing |
Outbound calls delivered to agents and currently ringing |
|
|
|
|
|
|
|
|
|
|
|
out_calls_abandoned_ringing_per_day |
Outbound calls abandoned while ringing for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_dropped_ringing_per_day |
Outbound calls dropped while ringing for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_duration_average_per_day |
Outbound calls duration average for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_duration_total_per_day |
Outbound calls duration total for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_rejected_per_day |
Outbound calls rejected or unanswered by agents for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_handled_per_day |
Outbound interactions handled by agents for the day. For email - number of unsolicited emails and follow-up responses. |
|
|
|
|
|
|
|
|
|
|
|
out_calls_active_on_agents (renamed from out_calls_talking) |
Outbound interactions currently handled by agents |
|
|
|
|
|
|
|
|
|
|
|
out_calls_disconnected_talking_per_day |
Outbound calls released by remote party for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_dropped_talking_per_day |
Outbound calls released by agent for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_transferred_per_day |
Outbound calls transferred by agents for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_in_progress (renamed from out_calls_in_progress_or_active) |
Outbound interactions in any stage |
|
|
|
|
|
|
|
|
|
|
|
out_calls_abandoned_per_day |
Outbound calls abandoned at any stage for the day |
|
|
|
|
|
|
|
|
|
|
|
out_calls_abandoned_ratio_per_day |
Percentage of outbound calls abandoned at any stage for the day |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
| |||||||||
|
|
|
|
|
|
|
|
|
|
| ||
in_emails_joined_existing_cases (renamed from in_emails_joined_existing_queue) |
number of inbound emails joined to already existing case, per day |
|
|
|
|
|
|
|
|
|
|
|
in_email_handled_per_day |
Inbound emails handled by agent |
|
|
|
|
|
|
|
|
|
|
|
in_email_average_handling_time_per_day |
Average inbound email handling time |
|
|
|
|
|
|
|
|
|
|
|
in_email_received_new_per_day |
Inbound interactions received for the day for new cases |
|
|
|
|
|
|
|
|
|
|
|
in_email_carried_over |
Inbound emails carried over from previous day |
|
|
|
|
|
|
|
|
|
|
|
in_email_carried_over_new |
Inbound emails carried over from previous day for new cases |
|
|
|
|
|
|
|
|
|
|
|
in_email_offered_per_day |
Inbound emails offered to agent for the day |
|
|
|
|
|
|
|
|
|
|
|
in_email_rejected_per_day |
Inbound emails unanswered for the day |
|
|
| ||||||||
in_email_pulled_per_day |
Inbound emails pulled by agent for the day |
|
|
|
|
|
|
|
|
|
|
|
in_email_processed_replied_per_day |
Inbound emails replied for the day |
|
|
|
|
|
|
|
|
|
|
|
in_email_processed_noreply_per_day |
Inbound emails closed without reply for the day |
|
|
|
|
|
|
|
|
|
|
|
in_email_handled_new_per_day |
Number of new emails processed by agents, including replied, closed without reply, transferred and service changes |
|
|
|
|
|
|
|
|
|
|
|
in_email_waiting_in_personal_queues |
Inbound emails currently on agents, saved in personal queues |
|
|
|
|
|
|
|
|
|
|
|
in_email_waiting_in_pq_breached_sla |
Inbound emails currently on agents, saved in personal queues, waiting in excess of SLA time |
|
|
|
|
|
|
|
|
|
|
|
out_email_waiting_in_personal_queues |
Outbound emails currently on agents, saved in personal queues |
|
|
|
|
|
|
|
|
|
|
|
in_service_changed_per_day |
Number of interactions recategorized to a different service by agents |
|
|
|
|
|
|
|
|
|
|
|
in_service_change_received_per_day |
Number of interactions re-categorized from a different service by agents |
|
|
|
|
|
|
|
|
|
|
|
in_email_spam |
Number of interactions re-categorized as spam by agents |
|
| |||||||||
in_email_trash |
Number of interactions re-categorized as trash by agents |
|
|
Tasks
|
|
|
| ||||||||||
|
|
|
|
|
|
|
|
|
|
|
| ||
task_handled_per_day | Tasks handled by agents for the day | ||||||||||||
task_average_handling_time_per_day | Average task handling time | ||||||||||||
task_waiting_in_personal_queues | Tasks currently on agent, saved in personal queue | ||||||||||||
task_waiting_in_pq_breached_sla | Tasks currently on agent, saved in personal queue |
Configuration and runtime attributes
|
|
|
| |||||||||
|
|
|
|
|
|
|
|
|
|
|
|
|
item_id |
|
|
|
|
|
|
|
|
|
|
|
|
user_id |
|
|
|
|
|
|
|
|
|
|
|
|
team_id |
|
|
|
|
|
|
|
|
|
|
|
|
service_id |
|
|
|
|
|
|
|
|
|
|
|
|
list_id |
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name |
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firstname |
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lastname |
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login_id |
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extension |
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team_name |
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is_agent |
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is_super |
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is_mobil |
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is_logged |
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login_time |
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acd_state |
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state_duration |
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reason |
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acd_next_state |
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next_reason |
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active_item_id |
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active_item_service_id |
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active_item_service_name |
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active_item_media_type |
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active_item_state |
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active_item_direction |
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active_item_party_name |
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active_item_party_firstname |
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active_item_party_lastname |
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active_item_is_flagged |
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active_item_qm_monitor_user |
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active_item_qm_monitor_mode |
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active_item_qm_monitor_item_id |
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active_item_qm_monitored_item_id |
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active_item_talk_duration |
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active_item_hold_duration |
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active_item_sentiment |
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items |
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media_type |
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state |
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direction |
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service_name |
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party_name |
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party_firstname |
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party_lastname |
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is_flagged |
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qm_is_recording |
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qm_monitor_user |
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> |
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qm_monitor_mode |
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qm_monitor_item_id |
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qm_monitored_item_id |
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talk_duration |
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hold_duration |
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priority |
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state_reason |
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is_enabled |
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ratio |
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outbound_campaign_link_group |
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