Classification Overview

Note: Dialogue Intelligence for SSRS - With the Quality Monitoring Report and the Hunt Overview Report we reached a point where the preceding Dialogue Intelligence reporting based on SSRS no longer offers stand-out benefits over PowerBI. As a result, Anywhere365® has decided to end support for SSRS reporting as per 22nd of June 2022. New custom reports for SSRS will no longer be created. Customers are encouraged to start adopting the Anywhere365 template for PowerBI as a replacement as soon as possible to cater for a smooth transition.
If you have custom reports based on SSRS which information is not provided through our PowerBI templates, please contact your delivery partner to help relate you to a suitable PowerBI partner.

File name: Classification Overview.rdl

Introduction

Classification Overview displays all information relevant to classifications.

Classifications

The “Classifications” items quickly displays the number of Classified Conversations. The item contains the following items:

Item	Description
Classification	Level and name of the classification.
Total	Total number of times this classification was made.
Average Queue Time	The Average Queue Time displays the average seconds of the time a Conversations was in the queue. Note: This is between [InQueueTime] and [AcceptedTime]/[Endtime]
Average Initial Talk Time	The Average Initial Talk Time displays the average second of time a Conversations was connected to an first Agent. (without transfer) Note: This is between [AccepedTime] and [TransferTime]/[EndTime]
Average Talk Time	The Average Talk Time displays the average seconds of time a Conversations was connected to the Agents. (including transfers) Note: This is between [AcceptedTime] and [Endtime]

Parameters

With parameters it is possible to filter the record. Below are the parameters available for this Report:

Parameter	Description
Language	Select the language for the reports. More languages can be installed in the Language.rdl report.
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.	Filter on UCC. Select UCC through a check box.
Starttime	Display all records on and after this date.
Endtime	Display all record before this date.
Agents Filter	Enable or Disable Agents filter Note: Use parameter Agents to select Agents.
Agents	Filter on Agent sip addresses in this field. (Multi-line) Multiple Agents can be entered, you can separate them by using "Enter".
Dialogue	Filter on the Dialogue Type Inbound Outbound Direct
Type	Filter on the Conversation Type: Accepted Forwarded Missed NoContact NoSkill Overflow QuickDrop Prompt Voicemail
Modality	Filter on the Modality Type: Call Chat CallMe Email OutboundDialer Voicemail AutonomousDialer
Group	Toggle the group between: UCC Agent SkillChosen
Businesshours	Filter dialogue on Businesshours: Show all Show inside businesshours Show outside businesshours
Filter on Classified	Toggle between classified dialogues and all dialogues.
Classification	Displays the records in the selected Classification.
Column Group	Toggle the column group between total or a classification level
RateTotal	Change to total rate to: PreviousRow = Divide current value between all values on same row. CurrentRow = Divide current value between all values on group above. TotalRow = Divide current value between all values.