Call Type
Name
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The
enterprise name for the call type.
Derived
from: Call_Type.EnterpriseName.
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DateTime
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The date
and time when the record was generated in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hours, minutes, seconds) format.
Derived
from: Call_Type_Interval.DateTime.
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SL
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Service
Level Type used to calculate Service level for the interval.
Derived
from: Call_Type_Interval.ServiceLevel.
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Aban
Within SL
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The total
number of calls of this call type abandoned within the service level threshold
during the interval. Valid for both Unified CCE and standard ACD targets that
use translation routes.
Derived
from: Call_Type_Interval.ServiceLevelAband.
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ASA
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Average
Speed of Answer. 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 an important measure of service quality because the time can
vary, even over the course of one day, due to call volumes and staff levels.
This is a
calculated field, derived from: Call_Type_Interval.AnswerWaitTime /
Call_Type_Interval.CallsAnswered.
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TASKS
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Offered
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Tasks that
were offered to this call type during the interval.
Derived
from: Call_Type_Interval.CallsOffered.
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Assigned
from Q
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The number
of tasks of the call type assigned from the queue to be routed in the interval.
Derived
from: Call_Type_Interval.RouterQueueCalls.
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Answered
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The total
number of calls of this call type answered by agents in the interval.
This field is applicable to
both Unified ICM and Unified CCE with the following exception: if the call is
answered by an agent on a standard ACD, this field is incremented only if the
call was translation routed.
Derived
from: Call_Type_Interval.CallsAnswered.
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AWT
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Answer
Wait Time. The answer wait time in seconds for all calls that were handled for
the call type during the interval.
This field is applicable to
both Unified ICM and Unified CCE with the following exception: if the call is
answered by an agent on a standard ACD, this field is incremented only if the
call was translation routed.
Derived
from Call_Type_Interval.AnswerWaitTime.
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COMPLETED TASKS
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Handled
|
The total
number of tasks handled to completion for the call type in the interval.
Derived
from: Call_Type_Interval.CallsHandled.
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Aban
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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; for example, when the caller hangs up while
listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU
before being queued is TotalCallsAband minus RouterCallsAbandToAgent and
RouterCallsAbandQ. Does not include short calls.
Derived
from: Call_Type_Interval.TotalCallsAband.
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Return
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The number
of tasks of the call type that ICM software routed
to Return nodes in the interval.
This is a
calculated field, derived from: Call_Type_Interval.ReturnBusy +
Call_Type_Interval.ReturnRing + Call_Type_Interval.ReturnRelease.
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Default
Treatment
|
The number
of tasks of the call type that were given default treatment or end nodes in the
interval.
Derived
from: Call_Type_Interval.ICRDefaultRouted.
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Network
Routed
|
The
number of tasks of the call type that were routed
not by ICM software
but by the carrier in the interval. For pre-routed calls, the carrier
decides where to route the call.
Derived
from: Call_Type_Interval.NetworkDefaultRouted.
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Flow Out
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The number
of tasks of the call type that flowed out of the call type to another call type
in the interval.
Derived
from: Call_Type_Interval.OverflowOut.
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Calls
Error
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The number
of calls for this call type that had errors or were incomplete in the interval.
This is a
calculated field, derived from: Call_Type_Interval.ErrorCount +
Call_Type_Interval.IncompleteCalls + Call_Type_Interval.AgentErrorCount.
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Other
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The number
of tasks of the call type that are Short, were routed to non Agent targets, or
were redirected in the interval.
This is a
calculated field, derived from: Call_Type_Interval.CallsRONA +
Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls.
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% Queued
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The
percentage of all handled tasks of the call type that were queued in the
interval.
This is a
calculated field, derived from: ( Call_Type_Interval.CallsQHandled /
Call_Type_Interval.CallsHandled).
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% Aban
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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:
(Call_Type_Interval.TotalCallsAband /
(Call_Type_Interval.CallsHandled+ Call_Type_Interval.TotalCallsAband +
Call_Type_Interval.IncompleteCalls + Call_Type_Interval.ReturnBusy +
Call_Type_Interval.ReturnRing + Call_Type_Interval.ICRDefaultRouted +
Call_Type_Interval.NetworkDefaultRouted + Call_Type_Interval.OverflowOut +
Call_Type_Interval.CallsRONA + Call_Type_Interval.ReturnRelease +
Call_Type_Interval.CallsRoutedNonAgent + Call_Type_Interval.ShortCalls+
Call_Type_Interval.ErrorCount + Call_Type_Interval.AgentErrorCount ).
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Avg Aban
Delay
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The
average delay time of all abandoned calls that ended in this call type during
the current interval. This includes calls that were abandoned in queue, calls
that were abandoned while at the IVR (prompting or self service) and calls that
were abandoned while ringing at the agent's phone or en route to the agent's
phone.
This is a
calculated field.
Derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.
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Short
Calls
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The number
of calls abandoned during the Call_Type Abandon Call Wait Time. Calls abandoned
after this time period are counted as Abandoned, not Short Calls.
Derived
from: Call_Type_Interval.ShortCalls.
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MaxCallsQueued
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The
maximum number of calls in queue for this call type during this interval.
Derived
from : Call_Type_Interval. MaxCallsQueued.
The system
displays data in this field only if your Unified Intelligence Center system is
connected to ICM Release 8.0(3) or later.
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MaxCallWaitTime
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The
longest time a call had to wait before it was dispositioned (abandoned or
answered) in this interval.
Derived
from : Call_Type_Interval. MaxCallWaitTime.
The system
displays data in this field only if your Unified Intelligence Center system is
connected to ICM Release 8.0(3) or later.
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