Call
Type
Today Real Time Report
This is a drill-down report from Call Type Real Time report, displaying
information about how call types are handled during the current interval. You can
drill down for more details by clicking on any line entry in the report.
Query: This report data is built from a database query.
Views: This report has a grid view only.
Value List: Call Types
Database Schema Table(s)
from which data is retrieved:
·
Call_Type
·
Call_Type_Real_Time
Current
Fields in the Call Type Today Real Time Report Grid View
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.
Enterprise Name |
The enterprise name for
the call type. Derived from: Call_Type.EnterpriseName |
Calls Waiting |
The
number of tasks currently in the queue. Derived from: Call_Type_Real_Time.RouterCallsQNow |
Oldest Call Waiting |
The time spent in queue
for the longest currently queued task, measured in HH:MM:SS (hours, minutes, seconds) format. This is a calculated field,
derived from: DATEDIFF(ss, Call_Type_Real_Time.RouterLongestCallQ,
(SELECT NowTime from Controller_Time)) |
Avg Speed Ans |
Average Speed of Answer
during the rolling five-minute interval. The total Answer Time for all tasks
of the call type divided by the number of tasks of this type answered during
the current 5-minute interval. This is a calculated
field, derived from: (Call_Type_Real_Time.AnswerWaitTimeTo5 /
Call_Type_Real_Time.CallsAnsweredTo5) |
Aban Calls |
The number of tasks
abandoned at the IVR during the rolling five minute interval, while offered
to the agent and on route to the agent. Derived from:
Call_Type_Real_Time.TotalCallsAbandTo5 |
Avg Aban time |
The average time of
abandoned calls for this call type during the rolling five minute interval,
measured in HH:MM:SS (hours,minutes,seconds)
format. This is a calculated
field, derived from: Call_Type_Real_Time.CallDelayAbandTimeTo5 /
Call_Type_Real_Time.TotalCallsAbandTo5 |
Handled Calls |
The number of calls of
this call type handled for the call type ending during the rolling five
minute interval. Derived from:
Call_Type_Real_Time.CallsHandledTo5 |
Avg Handled time |
The average time in
HH:MM:SS (hours, minutes, seconds) it has taken during the rolling five
minute interval to handle a task. This is a calculated
field, derived from: Call_Type_Real_Time.HandleCallsTimeTo5 /
Call_Type_Real_Time.CallsHandledTo5 |
Flow IN |
The number of calls that
have been Redirected On No Answer in the rolling five-minute interval. This
does not include calls rerouted using the router requery
feature. Derived from:
Call_Type_Real_Time.CallsRONATo5 |
Flow OUT |
The number of tasks that
executed a Requalify or Call Type node and flowed
to another call type during the rolling five minute interval. Derived from: Call_Type_Real_Time.OverflowOutTo5 |
Active Calls |
The number of calls of
this call type offered during the rolling five-minute interval. This is a calculated
field, deived from: ${CallsAtAgentNow}+${CallsAtVRUNow} |
Report
Summary: This
report has a report summary for all data.