Call Type Historical Report Monthly

The Call Type Historical Report summarizes the activity for a call type showing date and time of call, inbound calls, handled calls, average speed of answer, average handled time, average wrap time, calls abandoned, average abandoned time, percentage of abandoned calls, forced busy calls, percentage busy, flow out calls, percentage of flow out, and average call type time for a given period, on a monthly basis.

 

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:

Call_Type

Call_Type_Interval

 

 

 

 

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.

 

Column (Field)

Description

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.