Inbound Voice Report Data Model
Contact Expert v6.1 for Skype for Business Server
These measures are based on the ACEReport.bi.Calls view that is finally reading most of it's data from ACEReport.dbo.CALLSTAT table. The measures might be divided into two major categories. Those having "call legs" in their name refer to individual call segments, while others (generally containing the word "calls") refer to the complete calls. Extra call segments or legs are created when a call is overflown or transferred. A non overflown or not transferred call consists of a single segment.
Inbound voice report package measure descriptions
| Measure name | Description | Group | Format |
|---|---|---|---|
| Abandoned (above threshold) call duration (sec) | Adjusted average duration of calls that are dropped by the caller while waiting in queue or while ringing at agent. This calculation omits calls dropped faster than parameter "Minimum call length (sec)" defined on the Parameters tab. | Calls | #,0.0 |
| Abandoned (before threshold) call duration (sec) | Average duration of dropped calls that are dropped faster than what is defined by parameter "Minimum call length (sec)" defined on the Parameters tab. This value might help fine-tuning the value of the threshold itself. | Calls | #,0.0 |
| Abandoned call duration (sec) | Average duration of calls that are dropped by the caller while waiting in queue or while ringing at agent. I.e. this show that in general how much callers wait before dropping the call. | Calls | #,0.0 |
| Answer duration % | [Answer duration (sec)] / [Call duration (sec)] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Answer duration (sec) | Average answer duration of the calls including answer duration of transferred call legs. A primary call and its transfer(s) still count as a single call. Answer duration = queue duration + ring duration, i.e. the time until the call is answered. This measure is also referred to as Average Waiting Time (AWT) or Average Speed of Answer (ASA). | Calls | #,0.0 |
| Answer duration of primary call legs % | [Answer duration of primary call legs (sec)] / [Length of primary call legs (sec)] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Answer duration of primary call legs (sec) | Average answer duration of the primary (first) call legs, i.e. legs before any transfers. Answer duration of transferred call legs are not counted. Answer duration = queue duration + ring duration, i.e. the time until the call is answered. | Calls | #,0.0 |
| Call duration (sec) | Average length of the calls including transferred call legs. A primary call and its transfer(s) still count as a single call. | Calls | #,0.0 |
| Callbacks registered % | [Calls requesting callbacks in queue] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls abandoned | Calls that are dropped by the caller either while waiting in the queue or when ringing at an agent. Handled, transferred and then dropped by the caller are not counted here, as those are handled calls primarily. | Calls | #,0 |
| Calls abandoned % | [Calls abandoned] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls abandoned above threshold | Calls dropped by the caller while waiting in queue or while ringing at agent that are longer than the defined threshold "Minimum call length (sec)" on the Parameters tab ("real" abandoned calls). This measure doesn't count drops of transferred calls. | Calls | #,0 |
| Calls abandoned above threshold % | [Calls abandoned above threshold] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls abandoned before threshold | Calls dropped by the caller while waiting in queue or while ringing at agent sooner than the defined threshold "Minimum call length (sec)" on the Parameters tab (short abandoned calls). This measure doesn't count drops of transferred calls. | Calls | #,0 |
| Calls abandoned before threshold % | [Calls abandoned before threshold] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls abandoned in queue | Calls that are dropped by the caller while waiting in the queue (but not while already ringing at an agent). Handled, transferred and then dropped by the caller are not counted here, as those are handled calls primarily. | Calls | #,0 |
| Calls abandoned in queue % | [Calls abandoned in queue] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls abandoned while ringing at agent | Calls that are dropped by the caller while already ringing at an agent (but not while waiting in queue). Handled, transferred and then dropped by the caller are not counted here, as those are handled calls primarily. | Calls | #,0 |
| Calls abandoned while ringing at agent % | [Calls abandoned while ringing at agent] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered before 1st threshold | Calls answered faster than the defined threshold "Answer threshold 1 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered before 1st threshold % | [Calls answered before 1st threshold] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered before 2nd threshold | Calls answered faster than the defined threshold "Answer threshold 2 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered before 2nd threshold % | [Calls answered before 2nd threshold] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered before 3rd threshold | Calls answered faster than the defined threshold "Answer threshold 3 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered before 3rd threshold % | [Calls answered before 3rd threshold] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered before 4th threshold | Calls answered faster than the defined threshold "Answer threshold 4 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered before 4th threshold % | [Calls answered before 4th threshold] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered before 5th threshold | Calls answered faster than the defined threshold "Answer threshold 5 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered before 5th threshold % | [Calls answered before 5th threshold] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered between 1th-2nd thresholds | Calls answered between the defined thresholds "Answer threshold 1 (sec)" and "Answer threshold 2 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered between 1th-2nd thresholds % | [Calls answered between 1th-2nd thresholds] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered between 2nd-3rd thresholds | Calls answered between the defined thresholds "Answer threshold 2 (sec)" and "Answer threshold 3 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered between 2nd-3rd thresholds % | [Calls answered between 2nd-3rd thresholds] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered between 3rd-4th thresholds | Calls answered between the defined thresholds "Answer threshold 3 (sec)" and "Answer threshold 4 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered between 3rd-4th thresholds % | [Calls answered between 3rd-4th thresholds] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered between 4th-5th thresholds | Calls answered between the defined thresholds "Answer threshold 4 (sec)" and "Answer threshold 5 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered between 4th-5th thresholds % | [Calls answered between 4th-5th thresholds] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered over 1st threshold | Calls answered later than the defined threshold "Answer threshold 1 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered over 1st threshold % | [Calls answered over 1st threshold] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered over 2nd threshold | Calls answered later than the defined threshold "Answer threshold 2 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered over 2nd threshold % | [Calls answered over 2nd threshold] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered over 3rd threshold | Calls answered later than the defined threshold "Answer threshold 3 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered over 3rd threshold % | [Calls answered over 3rd threshold] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered over 4th threshold | Calls answered later than the defined threshold "Answer threshold 4 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered over 4th threshold % | [Calls answered over 4th threshold] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls answered over 5th threshold | Calls answered later than the defined threshold "Answer threshold 5 (sec)" on the Parameters tab. This measure counts only first answers and not transferred call answers. | Calls | #,0 |
| Calls answered over 5th threshold % | [Calls answered over 5th threshold] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls dropped by CE | Calls that are dropped by CE because of any of the several possible reasons (see individual measures). Calls that are redirected in this situation are not counted with this label, but with their final call result. | Calls | #,0 |
| Calls dropped by CE % | [Calls dropped by CE] / [ Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls dropped by CE (campaign is inactive) | Calls that are dropped by CE because the reached campaign (queue) was inactive. Calls that are redirected in this situation are not counted with this label, but with their final call result. | Calls | #,0 |
| Calls dropped by CE (campaign is inactive) % | [Calls dropped by CE (campaign is inactive)] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls dropped by CE (emergency) | Calls that are dropped by CE because an emergency setting was in effect. Calls that are redirected in this situation are not counted with this label, but with their final call result. | Calls | #,0 |
| Calls dropped by CE (emergency) % | [Calls dropped by CE (emergency)] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls dropped by CE (holiday) | Calls that are dropped by CE because holiday settings were in effect. Calls that are redirected in this situation are not counted with this label, but with their final call result. | Calls | #,0 |
| Calls dropped by CE (holiday) % | [Calls dropped by CE (holiday)] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls dropped by CE (no agent) | Calls that are dropped by CE because no agent serving the queue could been allocated. Calls that are redirected in this situation are not counted with this label, but with their final call result. | Calls | #,0 |
| Calls dropped by CE (no agent) % | [Calls dropped by CE (no agent)] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls dropped by CE (no answer) | Calls | #,0 | |
| Calls dropped by CE (no answer) % | [Calls dropped by CE (no answer)] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls dropped by CE (no campaign) | Calls that are dropped by CE because no campaign (queue) could been associated to the call. Calls that are redirected in this situation are not counted with this label, but with their final call result. | Calls | #,0 |
| Calls dropped by CE (no campaign) % | [Calls dropped by CE (no campaign)] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls dropped by CE (no contact) | Calls that are dropped by CE because no customer record could been matched to the call. Calls that are redirected in this situation are not counted with this label, but with their final call result. | Calls | #,0 |
| Calls dropped by CE (no contact) % | [Calls dropped by CE (no contact)] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls dropped by CE (queue size limit) | Calls that are dropped by CE because the queue size limit had been reached (too many calls were waiting). Calls that are redirected in this situation are not counted with this label, but with their final call result. | Calls | #,0 |
| Calls dropped by CE (queue size limit) % | [Calls dropped by CE (queue size limit)] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls dropped by CE (queue time limit) | Calls that are dropped by CE because the queue specific queueing time limit had been reached. Calls that are redirected in this situation are not counted with this label, but with their final call result. | Calls | #,0 |
| Calls dropped by CE (queue time limit) % | [Calls dropped by CE (queue time limit)] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls dropped by CE (unknown) | Calls that are dropped by CE because of an unspecified condition. Calls that are redirected in this situation are not counted with this label, but with their final call result. | Calls | #,0 |
| Calls dropped by CE (unknown) % | [Calls dropped by CE (unknown)] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls handled | Calls that had been answered by an agent. If a call is transferred and answered by a 2nd agent, it is still counted as a single call (that is answered anyhow). | Calls | #,0 |
| Calls handled % | [Calls handled] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Calls received | Number of incoming calls arriving into the contact center. WARNING: Calls dropped during listening the CE welcome message are not counted! | Calls | #,0 |
| Calls requesting callbacks in queue | Calls that are dropped by CE after registering for a callback during waiting in queue. Handled, transferred and then dropped calls in similar situation are not counted here, as those are handled calls primarily. | Calls | #,0 |
| Calls with unknown result | Calls that are dropped by CE because of an unspecified condition. Calls that are redirected in this situation are not counted with this label, but with their final call result. Report if you see any non zero value here. | Calls | |
| Calls with unknown result % | [Calls with unknown result] / [Calls received] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Handled call legs | Call legs that had been handled by an agent. Both primary and transferred call legs are counted thus this figure is generally larger than [Calls handled] which only counts primary call legs (first answers). | Calls | |
| Handled call legs completed by disconnect | Call legs that had been handled by an agent and been disconnected by any of the parties at the end. This call leg could be either a primary one or a leg already transferred by a previous agent. | Calls | |
| Handled call legs disconnected by agent | Call legs that had been handled by an agent and been disconnected by the agent (not by the caller) at the end. This call leg could be either a primary one or a leg already transferred by a previous agent. | Calls | #,0 |
| Handled call legs disconnected by caller | Call legs that had been handled by an agent and been disconnected by the caller (not by the agent). This call leg could be either a primary one or a leg already transferred by a previous agent. | Calls | #,0 |
| Handled call legs disconnected by undetermined party | Call legs that had been handled by an agent and been disconnected. The disconnecting party is unknown. This call leg could be either a primary one or a leg already transferred by a previous agent. | Calls | #,0 |
| Handled call legs transferred forward | Call legs that had been handled by an agent and been transferred at the end. Call legs transferred multiple times are counted separately. | Calls | |
| Handled call legs transferred forward (failed) | Call legs that had been handled by an agent and been tried to transferred at the end but the transfer had failed. | Calls | #,0 |
| Handled call legs transferred forward (success) | Call legs that had been handled by an agent and been transferred successfuly at the end (i.e. the transfer had not failed). Call legs transferred multiple times are counted separately. | Calls | #,0 |
| Handled call legs transferred forward (unknown) | Call legs that had been handled by an agent and been transferred at the end. The transfer result is unknown, which is generally the case if the call is transferred out of the system. Call legs transferred multiple times are counted separately. | Calls | #,0 |
| Handled calls completed by disconnect (agent) % | [Handled call legs disconnected by agent] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Handled calls completed by disconnect (caller) % | [Handled call legs disconnected by caller] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Handled calls completed by disconnect % | [Handled call legs completed by disconnect] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Handled calls completed by disconnect (undetermined party) % | [Handled call legs disconnected by undetermined party] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Handled calls transferred forward % | [Handled call legs transferred forward] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Handled calls transferred forward (failed) % | [Handled call legs transferred forward (failed)] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Handled calls transferred forward (success) % | [Handled call legs transferred forward (success)] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Handled calls transferred forward (unknown) % | [Handled call legs transferred forward (unkknown)] / [Calls handled] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Hold duration % | [Hold duration (sec)] / [Talk duration (sec)] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Hold duration (sec) | Average hold duration of the calls including hold duration of transferred call legs. A primary call and its transfer(s) still count as a single call. | Calls | #,0.0 |
| Hold duration of primary call legs % | [Hold duration of primary call legs (sec)] / [Length of primary call legs (sec)] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Hold duration of primary call legs (sec) | Average hold duration of the primary (first) call legs, i.e. legs before any transfers. Hold duration of transferred call legs are not counted. | Calls | #,0.0 |
| Length of primary call legs (sec) | Average length of the primary (first) call legs, i.e. legs before any transfers. Length of transferred call legs are not counted. | Calls | #,0.0 |
| Overflown call segments | Call segments that were not served due to various reasons thus that were requeued resulting new call segments. Possible reasons are: not answered by the agent, no agent available with the proper skill, queue time limit has reached etc. | Calls | #,0 |
| Overflown call segments (emergency) | Call segments that had overflown due to reaching the maximum time allowed to spend in queue. See "Queueing timeout" dial rule parameter. | Calls | #,0 |
| Overflown call segments (holiday) | Call segments that had overflown due to reaching the maximum time allowed to spend in queue. See "Queueing timeout" dial rule parameter. | Calls | #,0 |
| Overflown call segments (no agent) | Call segments that had overflown as there was no agents logged in to serve the queue. The agents had possibly logged out while the call was waiting in the queue. | Calls | #,0 |
| Overflown call segments (not answered) | Call segments that had overflown as the agent had not answered the ringing call. | Calls | #,0 |
| Overflown call segments (other reason) | Call segments that had overflown due to other reasons as not answered, no agent or queue time limit. | Calls | #,0 |
| Overflown call segments (queue size limit) | Call segments that had overflown due to reaching the maximum time allowed to spend in queue. See "Queueing timeout" dial rule parameter. | Calls | #,0 |
| Overflown call segments (queue time limit) | Call segments that had overflown due to reaching the maximum time allowed to spend in queue. See "Queueing timeout" dial rule parameter. | Calls | #,0 |
| Overflown call segments (unknown) | Call segments that had overflown due to reaching the maximum time allowed to spend in queue. See "Queueing timeout" dial rule parameter. | Calls | #,0 |
| Queue duration % | [Queue duration (sec)] / [Call duration (sec)] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Queue duration (sec) | Average queue duration of the calls including queue duration of transferred call legs. A primary call and its transfer(s) still count as a single call. | Calls | #,0.0 |
| Queue duration of primary call legs % | [Queue duration of primary call legs (sec)] / [Length of primary call legs (sec)] * 100% |
Calls | 0.0 %;-0.0 %;0.0 % |
| Queue duration of primary call legs (sec) | Average queue duration of the primary (first) call legs, i.e. legs before any transfers. Queue duration of transferred call legs are not counted. | Calls | #,0.0 |
| Ring duration % | [Ring duration (sec)] / [Call duration (sec)] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Ring duration (sec) | Average ring duration of the calls including ring duration of transferred call legs. A primary call and its transfer(s) still count as a single call. | Calls | #,0.0 |
| Ring duration of primary call legs % | [Ring duration of primary call legs (sec)] / [Length of primary call legs (sec)] * 100% |
Calls | 0.0 %;-0.0 %;0.0 % |
| Ring duration of primary call legs (sec) | Average ring duration of the primary (first) call legs, i.e. legs before any transfers. Ring duration of transferred call legs are not counted. | Calls | #,0.0 |
| SL 1st threshold % | Service level value calculated based on "Answer threshold 1 (sec)" and "Minimum call length (sec)" parameters as: SL = (Calls answered before 1st threshold + Calls abandoned before threshold) / Calls Received * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| SL 2nd threshold % | Service level value calculated based on "Answer threshold 2 (sec)" and "Minimum call length (sec)" parameters as: SL = (Calls answered before 2nd threshold + Calls abandoned before threshold) / Calls Received * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| SL 3rd threshold % | Service level value calculated based on "Answer threshold 3 (sec)" and "Minimum call length (sec)" parameters as: SL = (Calls answered before 3rd threshold + Calls abandoned before threshold) / Calls Received * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| SL 4th threshold % | Service level value calculated based on "Answer threshold 4 (sec)" and "Minimum call length (sec)" parameters as: SL = (Calls answered before 4th threshold + Calls abandoned before threshold) / Calls Received * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| SL 5th threshold % | Service level value calculated based on "Answer threshold 5 (sec)" and "Minimum call length (sec)" parameters as: SL = (Calls answered before 5th threshold + Calls abandoned before threshold) / Calls Received * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Talk duration % | [Talk duration (sec)] / [Call duration (sec)] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Talk duration (sec) | Average talk duration of the calls including talk duration of transferred call legs. A primary call and its transfer(s) still count as a single call. Talk duration includes time spent in hold as well. See separate measure for hold duration. | Calls | #,0.0 |
| Talk duration of primary call legs % | [Talk duration of primary call legs (sec)] / [Length of primary call legs (sec)] * 100% | Calls | 0.0 %;-0.0 %;0.0 % |
| Talk duration of primary call legs (sec) | Average talk duration of the primary (first) call legs, i.e. legs before any transfers. Talk duration of transferred call legs are not counted.Talk duration includes time spent in hold as well. See separate measure for hold duration. | Calls | #,0.0 |
Dimensions
Dimensions are data based on which your facts can be sliced, grouped. broken down. The following dimensional data are available in this report package:
- Dates
- Times
- Agents
- Campaigns
For a comprehensive description of the dimension tables, see BI Reporting Dimensions.
Parameters
Global parameters are affecting the calculations of some of the measures. One does not have to go into Power Pivot and change hard wired numbers or strings in the measure calculations. Instead these parameter values can be changed directly from Excel.
Due to current MS Power Pivot limitations changes of the parameter values might become effective only after saving and re-opening the excel file.
| Parameter | Value | Description |
|---|---|---|
| Answer threshold 1 (sec) | 10 | Service level parameter defining a time threshold in seconds. Affects [Calls answered before 1st threshold], [Calls answered above 1st threshold], [Calls answered between 1st-2nd thresholds], [SL 1st threshold %] and related values. |
| Answer threshold 2 (sec) | 30 | Service level parameter defining a time threshold in seconds. Affects [Calls answered before 2nd threshold], [Calls answered above 2nd threshold], [Calls answered between 2nd-3rd thresholds], [SL 2nd threshold %] and related values. |
| Answer threshold 3 (sec) | 60 | Service level parameter defining a time threshold in seconds. Affects [Calls answered before 3rd threshold], [Calls answered above 3rd threshold], [Calls answered between 3rd-4th thresholds], [SL 3rd threshold %] and related values. |
| Answer threshold 4 (sec) | 120 | Service level parameter defining a time threshold in seconds. Affects [Calls answered before 4th threshold], [Calls answered above 4th threshold], [Calls answered between 4th-5th thresholds], [SL 4th threshold %] and related values. |
| Answer threshold 5 (sec) | 180 | Service level parameter defining a time threshold in seconds. Affects [Calls answered before 5th threshold], [Calls answered above 5th threshold], [SL 5th threshold %] and related values. |
| Minimum call length (sec) | 5 | This parameter defines a threshold to eliminate very short not answered calls from certain report measures. It separates abandoned calls into two categories: those abandoned before this threshold and those abandoned after threshold. Frequencies, percentages and durations of abandoned calls are calculated for both types and ovarall as well. For example [Calls abandoned before threshold %], [Calls abandoned above threshold %] and the overall [Calls abandoned %] measures. Also affects service level measures depending on whether calls abandoned before threshold are taken into consideration by them or not. Set this value to zero and no short calls are omitted from any of the report values. |
Sample reports
Several sample reports are provided in the package:
- Queue service levels
- Call measures by date
- Call measures by hour of day
- Call measures (percentages) by hour of day
- Call duration type measures by date
- Call duration type measures (percentages) by date