Contact Expert v7.6

BI Reports

In order to provide meaningful reports with insight into the various trends and events in the contact centre, a number of different analytics are needed with a lot of formula applied to the raw data. A portion of this is performed in the BI Schema objects at the database, but the majority is done in the reports themselves. This article explains the reports on a high level and the data processing expressions in them in more detail.

Customer Satisfaction Report

This is a collection of KPIs, measures and diagrams created to address the question of how satisfied the contact centre customers were in a specific time frame in the past.

All Calls

This provides the number of distinct ConversationID values in the ACEReport.biCallStat view.

Handled Calls

The number of records in the All Calls measure having a Call Result value of Handled by Agent.

Inbound Calls

The number of records in the Handled Calls measure having a DirectionID value of 0.

Outbound Calls

The number of records in the Handled Calls measure having a DirectionID value of 1.

Answered Within Threshold

The number of Inbound Calls where the summary of the Queue duration and Ring duration in the primary session of the call was less than or equal to a threshold set in the report filters.

Abandoned Calls

The number of records in the ACEReport.bi.CallStat view with the Call result being Abandoned in Queue or Abandoned while connecting with Agent.

Call Duration (sec)

The aggregated value of the ACEReport.bi.CallStat.[Call duration] for Handled Calls.

Lost Calls %

The number of Abandoned Calls divided by All Calls.

Service Level %

The number of calls Answered Within Threshold divided by the number of Inbound Calls.

Operational Efficiency Report

Data points in this report attempt to reveal the efficiency of the contact centre in terms of agent load, first point resolutions, etc.

Agent Occupancy %

The summary of the times spent in the Wrapup, ACW, Ringback and Online agent states divided by the Login duration.

Call Transfer Rate %

Sometimes this is called 'first agent resolution' as well. Calculated as the number of Inbound Calls with empty Follow-up reason divided by the All Calls with DirectionID of 0.

Average Handling Time (sec)

The summary of the Call duration values divided by the number of Handled Calls.

Agent Performance Report

This report provides insight into the agent performance trends on an overall as well as individual level.

Average Handling Time

The summary of the Call duration values divided by the number of Handled Calls in a HH:MM:SS format.

Effectively the total time agent(s) spent logged in. In particular, this is the summary of the times the agent spent in the various agent states defined in the ACEReport.dbo.AGENTSTATES table (Passive, Idle, Preview, Ringing, Dial, Online, etc).

Agent Active Time %

The amount of time the agent(s) spent in the summary of the ACW1, ACW2, Ringback, Online states divided by the Login Duration.

Answered Within Threshold %

Effectively the same as the Service Level % in the Customer Satisfaction Report – the Answered Within Threshold figure divided by the Inbound Calls.