Future Intelligence
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File name: Future Intelligence.rdl
Future Intelligence displays the gathered information per selected period.
Table
This table shows the information per Skill
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Item |
Description |
|---|---|
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Total |
All the conversations on the 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. |
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Action Type |
The conversation per Action Type |
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HR |
Accepted conversations (inbound and direct) divided by (HR TOTAL) - Default: Accepted and Missed conversations (inbound and direct) |
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SLA |
SL Queue 1 divided by (SL QUEUE TOTAL) - Default: Accepted and Missed inbound and direct conversations |
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Max Queue Time |
The Maximum Queue Time displays the maximum seconds of the time a Conversations was in the queue. |
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AVG 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]
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AVG 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]
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AVG Handle Time |
The Average Handle Time displays the average second of time a Conversations was connected to an first Agent and the Discharge Duration of the Agent. (without transfer) Note: This is Initial Talk Time + Discharge duration.
Note: This is between [AcceptedTime] and [Discharge Completed]
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Skill Graph
This graph shows the ratio between Skills per selected period.
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Item |
Description |
|---|---|
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Skill |
The Skill the customer chosen. |
SLA Graph
This graph shows the ratio between SLA's per selected period.
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Item |
Description |
|---|---|
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Accepted within [Queue1]s |
The conversation was picked up in [Queue1] seconds |
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Accepted within [Queue2]s |
The conversation was picked up in [Queue2] seconds |
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Accepted after [Queue1]s |
The conversation was picked up after [Queue2] seconds |
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Missed |
The conversation wasn't picked up. |
Action type Graph
This graph shows the ratio between Action Types per selected period.
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Item |
Description |
|---|---|
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Action Type |
The Action Type of the conversation. Accepted, Missed, QuickDrop, Forwarded, NoSkill, Prompt or Voicemail. |
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Handle Rate |
The handle rate per selected period. Accepted / (Accepted + Missed) |
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Service Level |
Service level per selected period Accepted within x seconds / (Accepted + Missed |
Actiontype per 30 minutes Graph
This graph shows the ration between Action Types per 30 minutes.
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Item |
Description |
|---|---|
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Action Type |
The Action Type of the conversation. Accepted, Missed, QuickDrop, Forwarded, NoSkill, Prompt or Voicemail. |
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Handle Rate |
The handle rate per 30 minutes. Accepted / (Accepted + Missed) |
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Service Level |
Service level per 30 minutes. Accepted within x seconds / (Accepted + Missed |
Business hours Graph
This graph shows the ratio between in and outside business hours per selected period.
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Item |
Description |
|---|---|
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Inside Business hours |
The dialogue happened during business hours. |
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Outside Business hours |
The dialogue happened outside business hours. |
Average Dialogues
This table show the average amount of dialogue in a half hour and day of the week combination.
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Item |
Description |
|---|---|
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1/2 Hours |
Each row show the 1/2 hours where dialogues were received. |
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Day of the week |
Each column show the day of the week where dialogues were received. |
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Dialogues |
The average dialogues per week. |
Available Agents
This graph and table show the number of agents
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Item |
Description |
|---|---|
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UCC |
Grouped by UCC. |
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Agent |
Grouped by the Agents. |
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Agents |
Total number of agents. |
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Available |
Total number of agents with status Available. |
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Away |
Total number of agents with status Away. |
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Busy |
Total number of agents with status Busy. |
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Do Not Disturb |
Total number of agents with status Do Not Disturb. |
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InCall |
Total number of agents with InCall. |
Parameters
With parameters it is possible to filter the record. Below are the parameters available for this Report:
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Parameter |
Description |
|---|---|
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Language |
Select the language for the reports. More languages can be installed in the Language.rdl report. |
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UCC |
Filter on UCC. Select UCC through a check box. |
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Starttime |
Display all records on and after this date. |
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Endtime |
Display all record before this date. |
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Service Level Quickdrop (Seconds) |
Changes the threshold for the Quick Drops. Default: 5 seconds |
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Service Level Queuetime 1 (Seconds) |
Changes the threshold for the SL Queue 1 row. Default: 20 seconds |
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Service Level Queuetime 2 (Seconds) |
Changes the threshold for the SL Queue 2 and 3 row. Default: 120 seconds |
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Service Level Total |
Select the types of the dialogues for the Service Level Total
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Handle Rate Total |
Select the types of the dialogues for the Handle Rate Total
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Dialogue |
Filter on the Dialogue Type
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Type |
Filter on the Conversation Type:
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Modality |
Filter on the Modality Type:
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Businesshours |
Filter dialogue on Businesshours:
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ExpandGroup |
Open all closed groups in one click. Useful for report exports. |