Heatmap

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: Heatmap.rdl

Introduction

The “Conversations Heat Map” chart displays a heat map of the number of Conversations per hour and day. A heat map displays the hot spots on a chart of hours and days. This way it is possible to view the busy moments of 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..

Heatmap

Item	Description
Column	Each column represents a separate day.
Row	Each rows shows an [hour] or [hour]:[quarter of an hour]. (Based on the parameter Group)
Color	The color of the item reflects the action type: Accepted = Green Forwarded = Purple Missed = Red No Contact = Dark blue No Skill = Light blue Overflow = Pink QuickDrop = Grey Prompt = Yellow Voicemail = Orange
Size	Is based on the amount of dialogues.

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	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.
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
SL_QuickDrop	Changes the threshold for the Quick Drops. Default: 5 seconds
Businesshours	Filter dialogue on Businesshours: Show all Show inside businesshours Show outside businesshours
Group	Toggle the group between Hour and Hour:Qoah.