Call Type Real Time Report

This report, displays information about how call types are handled during the current interval.

Query: This report data is built from a database query.

Views: This report has a grid view only.

Grouping:

Value List: CallTypeId

Database Schema Table(s) from which data is retrieved:

·         Call_Type

·         Call_Type_Real_Time

 

 

Current Fields in the Call Type 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.

 

Column (Field)

Description

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.