Call
Type Historical Report Monthly
Query: This report data is built from a database
query.
Views: This report has a Grid view only.
Grouping: This report is grouped and sorted by Call Type
Name (Enterprise Name).
Value List: Enterprise Skill Groups
Database Schema Table(s)
from which data is retrieved:
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Call_Type |
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Notes:
Current
Fields in the Call
Type Historical Report Monthly
Current fields are those fields that appear by default
in a report generated from the stock template. You can change them. See Reviewing
the Available
and Current Report Fields.
Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.
Call Type Name |
The enterprise name for
the call type. Derived from: Call_Type.EnterpriseName |
Date Time |
The date and time of the
selected row's data in MM/DD/YYYY (month, day, year)
and HH:MM:SS (hour, minute, second) format. Derived from: Call_Type.DateTime |
Inbound Calls |
Tasks that have been
offered to this call type during the interval. Derived from: sum(isnull(CTHH.CallsOffered,0)) |
Handled Calls |
The number of Unified ICM
Routed tasks this agent has handled. Derived from: Call_Type.CallsHandled |
Avg Speed of Ans |
The average answer wait
time from when first queue to skill group or LAA select node was executed for
this call to when this call was answered. This is a calculated
field derived from: CASE WHEN sum(isnull(CTHH.CallsAnswered,0))
= 0 THEN 0 ELSE sum(isnull(CTHH.AnswerWaitTime,0))
* 1.0 / sum(isnull(CTHH.CallsAnswered,0)) END |
Avg Handled Time |
The average time in
HH:MM:SS (hours, minutes, seconds) it has taken to handle a task. This is a calculated
field, derived from: isnull((sum(isnull(CTHH.HandleTime,0) *
1.0)/sum(isnull(CTHH.CallsHandled,0))),0) |
Avg Wrap Time |
The average time spent by
the agent in after call work time, measured in HH:MM:SS (hours, minutes, seconds). Derived from: CASE WHEN
(sum(isnull(CTHH.HandleTime,0)) - sum(isnull(CTHH.TalkTime,0)) - sum(isnull(CTHH.HoldTime,0)))
= 0 THEN 0 ELSE (sum(isnull(CTHH.HandleTime,0)) - sum(isnull(CTHH.TalkTime,0))
- sum(isnull(CTHH.HoldTime,0))) / sum(isnull(CTHH.CallsHandled,0)) END |
Calls Abandoned |
The total number of calls
abandoned while in VRU (that is, while undergoing prompting or listening to
voice menus options), calls abandoned while queued to skill group, and calls
abandoned at agent desktop. This value also includes abandons for calls that are
not in the queue. Therefore, the number of calls abandoned at a VRU before
being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ.
Does not include short calls. Derived form: sum(isnull(CTHH.TotalCallsAband, 0) |
Avg Aban Time |
The average time of
abandoned calls for this call type measured in HH:MM:SS (hours,minutes,seconds) format. This is a calculated
field, derived from: CASE WHEN sum( isnull (CTHH.TotalCallsAband,
0)) = 0 THEN 0 ELSE isnull ((sum( isnull (CTHH.DelayQAbandTime,
0)) / sum (isnull (CTHH.TotalCallsAband,
0))),0) END |
%aban |
The percentage of all the
tasks that came in to the call type in the interval that were abandoned. This is a calculated
field, derived from: (sum(isnull(CTHH.TotalCallsAband,0))
* 1.0) / (sum(isnull(CTHH.CallsHandled,0)) + sum(isnull(CTHH.TotalCallsAband,0)) + sum(isnull(CTHH
.IncompleteCalls,0)) + sum(isnull(CTHH.ReturnBusy,0)) + sum(isnull(CTHH.ReturnRing,0)) + sum(isnull(CTHH.ICRDefaultRouted,0)) + sum(isnull(CTHH.NetworkDefaultRouted,0)) + sum(isnull(CTHH.OverflowOut,0)) + sum(isnull(CTHH.CallsRONA,0)) + sum(isnull(CTHH.ReturnRelease,0)) + sum(isnull(CTHH.CallsRoutedNonAgent,0)) + sum(isnull(CTHH.ShortCalls,0)) + sum(isnull(CTHH.AgentErrorCount,0)) + sum(isnull(CTHH.ErrorCount,0))) |
Forced Busy Calls |
Number of calls of this
type that were routed to the busy target. Derived form: sum(isnull(CTHH.ReturnBusy,0)) |
% Busy |
Percentage of forced busy
calls from the calls offered for this type. Derived from: (sum(isnull(CTHH.ReturnBusy,0))*100) / (sum(isnull(CTHH.CallsOffered,0))) |
Flow Out |
The number of tasks of
the call type that flowed out of the call type to another call type in the
interval. Derived form: sum(isnull(CTHH.OverflowOut,0)) |
% Flow Out |
Percentage of Flow out
calls from the calls offered for this type. Derived from: (sum(isnull(CTHH.OverflowOut,0))*100)
/ (sum(isnull(CTHH.CallsOffered,0))) |
Avg Call Type Time |
The average time spent in
call type by calls completed in the interval. This time includes the VRU
Time, Queue wait time and handled time. This is a calculated
field, derived from: CASE WHEN (sum(isnull(CTHH.VRUTime,0))
+ sum(isnull(CTHH.RouterQueueWaitTime,0)) + sum(isnull(CTHH.HandleTime,0))) = 0.0 THEN 0 ELSE isnull((sum(isnull(CTHH.VRUTime,0)*1.0) + sum(isnull(CTHH.RouterQueueWaitTime,0)*1.0)
+ sum(isnull(HandleTime,0)*1.0)) / sum(isnull(CTHH.CallsHandled,0)),0) END |
Report Summary: This
report has a summary row for Inbound Calls, Handled Calls, Avg Speed of Ans, Avg Handled Time, Avg Wrap Time,
Calls Abandoned, Avg Aban
Time, Forced Busy Calls, Flow Out and Avg Call Type
Time.