Statistics Plugin

Requirements

UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. v 6.6 or higher
Snapper v 6.7 or higher

Configuration

The following settings can be added in the Settings list on your SharePoint Config Site, Learn More

ServiceLevelFormula
QuickDropThresholdSeconds
ServiceLevelThreshold1InSeconds
ServiceLevelThreshold2InSeconds

Additionally, the Setting "ShowOnWallboard" in the Skills list controls if the Statistics for a specific Skill are shown, Learn More

ShowOnWallboard: When set to true, advanced statistics for this Skill will be shown. When set to false, advanced statistics for this Skill will be hidden.

ServiceLevelThreshold1InSeconds (default: 20)

If a Dialogue is answered in less than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the first ServiceLevelAgreement segment.

ServiceLevelThreshold2InSeconds (default: 120)

If a Dialogue is answered in less than ServiceLevelThreshold2InSeconds but more or equal than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the second ServiceLevelAgreement segment.

For the best results, the following relationship should hold: ServiceLevelThreshold1InSeconds < ServiceLevelThreshold2InSeconds

QuickDropThresholdSeconds (default: 5)

If a Dialogue is dropped by the Customer in less than QuickDropThresholdSeconds the call is considered to be QuickDropped. QuickDropped calls can be ignored in the calculation of the ServiceLevelAgreement.

ServiceLevelFormula (default: AcceptedSla1 / (Accepted + (Missed - QuickDropped))

The Formula used to calculate the ServiceLevelPercentage.

The following columns are supported:

Setting	Description
Accepted	All Accepted
AcceptedSLA1	All Accepted within [ServiceLevelThreshold1InSeconds]
AcceptedSLA2	All Accepted between Accepted within [ServiceLevelThreshold1InSeconds] and [ServiceLevelThreshold2InSeconds]
AcceptedSLA3	All Accepted after [ServiceLevelThreshold2InSeconds]
Missed	All Missed Today after [QuickDropThresholdSeconds]
QuickDropped	All Missed Today before [QuickDropThresholdSeconds]
InboundAccepted	Inbound Accepted
InboundAcceptedSLA1	Inbound Accepted within [ServiceLevelThreshold1InSeconds]
InboundAcceptedSLA2	Inbound Accepted between Accepted within [ServiceLevelThreshold1InSeconds] and [ServiceLevelThreshold2InSeconds]
InboundAcceptedSLA3	Inbound Accepted after [ServiceLevelThreshold2InSeconds]
InboundMissed	All Missed Today after [QuickDropThresholdSeconds]
InboundQuickDropped	All Missed Today before [QuickDropThresholdSeconds]
OutboundAccepted	Outbound Accepted
OutboundAcceptedSLA1	Outbound Accepted within [ServiceLevelThreshold1InSeconds]
OutboundAcceptedSLA2	Outbound Accepted between Accepted within [ServiceLevelThreshold1InSeconds] and [ServiceLevelThreshold2InSeconds]
OutboundAcceptedSLA3	Outbound Accepted after [ServiceLevelThreshold2InSeconds]
OutboundMissed	Outbound Missed Today after [QuickDropThresholdSeconds]
OutboundQuickDropped	Outbound Missed Today before [QuickDropThresholdSeconds]
DirectAccepted	Direct Accepted
DirectAcceptedSLA1	Direct Accepted within [ServiceLevelThreshold1InSeconds]
DirectAcceptedSLA2	Direct Accepted between Accepted within [ServiceLevelThreshold1InSeconds] and [ServiceLevelThreshold2InSeconds]
DirectAcceptedSLA3	Direct Accepted after [ServiceLevelThreshold2InSeconds]
DirectMissed	Direct Missed Today after [QuickDropThresholdSeconds]
DirectQuickDropped	Direct Missed Today before [QuickDropThresholdSeconds]