UCC Report

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: 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..rdl

Introduction

In this report you can see all information relevant to the UCC. This can be of all UCC´s or of a single UCC, depends on the parameter configuration.

Handled Rate

The “Handled Rate” item displays the kind of Conversations there are on the selected UCC. Below the item there is a chart that visually displays the Conversations.

The item contains the following items:

Items	Description
UCC (Expand Conversations)	Show information per UCC on which the conversations entered.
Endpoint (Expand UCC)	Show information per Endpoints on which the conversations entered.
Skill (Expand Endpoint)	Shows the information per Skill.
Total	The Total Conversations item displays the total number of Conversations. In other words, every conversation connected to the UCC. It is possible to zoom in on the Conversations details by clicking on the number.
Accepted	The Accepted Conversations item displays the number of accepted Conversations. Accepted can be: (Inbound) Agents picks up a conversation. (Outbound) Agent calls Customer and Customer picks up. (Direct) Customer calls Agents, and Agent picks up. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
Missed	The Missed Conversations item displays the number of missed Conversations. (Inbound) Customer disconnect without talking to an Agent and after [QuickDrop Parameter] settings. (Direct) Customer calls Agents, and Agent does not pick up after [QuickDrop Parameter] settings. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
QuickDrop	The QuickDrop Conversations item displays the number of quickdrop Conversations. (Inbound) Customer disconnect without talking to an Agent and before [QuickDrop Parameter] settings. (Direct) Customer calls Agents, and Agent does not pick up before [QuickDrop Parameter] settings. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
Forwarded	The Forwarded Conversations item displays the number of forwarded Conversations on the selected UCC. Forwarded can be: (Inbound) Customer selected a Forward Skill. (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
NoContact	The No Contact Conversations item displays the number of NoContact Conversations NoContact can be: (Outbound) Agent calls Customer and Customer does not pick up. (Hidden when no data is available)
NoSkill	The No Skill Conversations item displays the number of NoSkill Conversations NoSkill can be: (Inbound) Customer does not get a Skill Disconnect during Welcome Message Disconnect without making choice in IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Disconnect during Message Closed (Hidden when no data is available)
Prompt	The Prompt Conversations item displays the number of Prompt Conversations of the Caller. A Prompt Conversations is a Conversation where the Caller has selected the Prompt. It is possible to zoom in on the Conversation details by clicking on the number. (Hidden when no data is available)
Voicemail	The Voicemail Conversations item displays the number of Voicemail Conversations of the Caller. Voicemail can be: (Inbound) Customer calls UCC and selects the Anywhere365 Voicemail. Note: Exchange UM can only be used with a Forward Skill, so this will be a Forward (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer's Voicemail picks up. (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent's Voicemail picks up. It is possible to zoom in on the Conversation details by clicking on the number. (Hidden when no data is available)
Overflow	The Overflow Conversations item displays the number of Overflow Conversations. A Overflow Conversation is a Conversation where the UCC has reached the overflow threshold and the Caller was forwarded to the Message Overflow. It is possible to zoom in on the Conversation details by clicking on the number. (Hidden when no data is available)
Transferred	The Transferred Conversations item displayed the number of times a Conversations has been transferred. This number doesn’t add up on the Total Conversations because this number is a Conversation Action not a Conversation Type.
SkillTransfer	The Skill Transferred Conversations item displayed the number of times a Conversations has been Skill transferred. A Skill transfer is when an Agent puts the Contact in a different Skill, for example using the Extension Window. This number doesn’t add up on the Total Conversations because this number is a Conversation Action not a Conversation Type.
SL Queue 1	Show the number of accepted inbound and direct conversations with queuetime within (SL_QUEUE1) seconds. (Default 20 sec)
SL Queue 2	Show the number of accepted inbound and direct conversations with queuetime between (SL_QUEUE1) and (SL_QUEUE2) seconds. (Default 120 sec)
SL Queue 3	Show the number of accepted inbound and direct conversations with queuetime longer than (SL_QUEUE2) seconds.
SLA	SL Queue 1 divided by (SL QUEUE TOTAL) - Default: Accepted and Missed inbound and direct conversations
HR (Handle Rate)	Accepted conversations (inbound and direct) divided by (HR TOTAL) - Default: Accepted and Missed conversations (inbound and direct)
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]
Average Discharge Time	Average Discharge time of the Agent. Time spent wrapping up the conversation. Note: This is between [DischargeStart] and [DischargeComplete]
Average Total Time	The Average Total Time displays the average seconds of time a Conversations. Note: This is between [Starttime] and [Endtime]

Conversation Visuals

Below the table there are 4 visuals with extra information you can use.

Action Type

This visual shows you the ratio between action types: Accepted, Missed, Forwarded, NoContact

Missed Reason

The missed reason shows you the reason why a call is Missed or Quickdrop.

These calls are divided in the following topics:

QueueDrop = The Customer disconnected before reaching position #1 in the queue.
QuickDrop = The Customer disconnected while waiting less then 5 seconds in the queue (can be altered in the parameters)
NoAgent = The Customer was on position #1 in the queue, but there was no agent to hunt
MissedHunt = The Customer was on position #1 in the queue, we did try to hunt an agent, but the agent didn’t pick up.

Service Level

This visual shows you the ratio between SLA1, SLA2 and SLA3.

Durations

This visual shows you the ratio between Queue Time, Initial Talk Time, TransferTime, Discharge Time.

Conversations Queue Time

The “Conversations Queue Time” chart visually displays the length of a queue time. Also it displays the total number of Conversations on the selected UCC. It is possible to zoom in on the Conversations details by clicking on the number.

Conversations per Hour

The “Conversations per Hour” item displays the number of Conversations type per hour. Also it displays a color based on the number, this way it is possible to quickly view the busy moments. Below the item there is a chart that visually displays the information. The item contains the following items:

Items	Description
Hour	The hour item displays the hour where the Conversations take place.
QOAH	The quarter of an hour item displays the 15 minutes where the Conversations take place.
Total	The Total Conversations item displays the total number of Conversations. In other words, every conversation connected to the UCC. It is possible to zoom in on the Conversations details by clicking on the number.
Accepted	The Accepted Conversations item displays the number of accepted Conversations. Accepted can be: (Inbound) Agents picks up a conversation. (Outbound) Agent calls Customer and Customer picks up. (Direct) Customer calls Agents, and Agent picks up. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
Missed	The Missed Conversations item displays the number of missed Conversations. (Inbound) Customer disconnect without talking to an Agent and after [QuickDrop Parameter] settings. (Direct) Customer calls Agents, and Agent does not pick up after [QuickDrop Parameter] settings. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
QuickDrop	The QuickDrop Conversations item displays the number of quickdrop Conversations. (Inbound) Customer disconnect without talking to an Agent and before [QuickDrop Parameter] settings. (Direct) Customer calls Agents, and Agent does not pick up before [QuickDrop Parameter] settings. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
Forwarded	The Forwarded Conversations item displays the number of forwarded Conversations on the selected UCC. Forwarded can be: (Inbound) Customer selected a Forward Skill. (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
NoContact	The No Contact Conversations item displays the number of NoContact Conversations NoContact can be: (Outbound) Agent calls Customer and Customer does not pick up. (Hidden when no data is available)
NoSkill	The No Skill Conversations item displays the number of NoSkill Conversations NoSkill can be: (Inbound) Customer does not get a Skill Disconnect during Welcome Message Disconnect without making choice in IVR Disconnect during Message Closed (Hidden when no data is available)
Prompt	The Prompt Conversations item displays the number of Prompt Conversations of the Caller. A Prompt Conversations is a Conversation where the Caller has selected the Prompt. It is possible to zoom in on the Conversation details by clicking on the number. (Hidden when no data is available)
Voicemail	The Voicemail Conversations item displays the number of Voicemail Conversations of the Caller. Voicemail can be: (Inbound) Customer calls UCC and selects the Anywhere365 Voicemail. Note: Exchange UM can only be used with a Forward Skill, so this will be a Forward (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer's Voicemail picks up. (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent's Voicemail picks up. It is possible to zoom in on the Conversation details by clicking on the number. (Hidden when no data is available)
Overflow	The Overflow Conversations item displays the number of Overflow Conversations. A Overflow Conversation is a Conversation where the UCC has reached the overflow threshold and the Caller was forwarded to the Message Overflow. It is possible to zoom in on the Conversation details by clicking on the number. (Hidden when no data is available)
SL Queue 1	Show the number of accepted inbound and direct conversations with queuetime within (SL_QUEUE1) seconds. (Default 20 sec)
SL Queue 2	Show the number of accepted inbound and direct conversations with queuetime between (SL_QUEUE1) and (SL_QUEUE2) seconds. (Default 120 sec)
SL Queue 3	Show the number of accepted inbound and direct conversations with queuetime longer than (SL_QUEUE2) seconds.
SLA	SL Queue 1 divided by (SL QUEUE TOTAL) - Default: Accepted and Missed inbound and direct conversations
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]
AVG 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]
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]
Average Discharge Time	Average Discharge time of the Agent. Time spent wrapping up the conversation. Note: This is between [DischargeStart] and [DischargeComplete]
Average 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]
AVG Available Agents	Shows the Average Agents Available for a Hunt.
MAX Queue Position	The Maximum queue position reached.
Quality Monitoring	The average score the customer gave in the Quality Monitoring. Next to it is the number of Call that had QM.

Conversations Per

The “Conversations per” item displays the number of Conversations type per parameter type. Also it displays a color based on the number, this way it is possible to quickly view the busy moments. Below the item there is a chart that visually displays the information.

The item contains the following items:

Items	Description
Range	A time period per row, rows can be expanded until hours. Time period changes based on selected time period.
Total	The Total Conversations item displays the total number of Conversations. In other words, every conversation connected to the UCC. It is possible to zoom in on the Conversations details by clicking on the number.
Accepted	The Accepted Conversations item displays the number of accepted Conversations. Accepted can be: (Inbound) Agents picks up a conversation. (Outbound) Agent calls Customer and Customer picks up. (Direct) Customer calls Agents, and Agent picks up. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
Missed	The Missed Conversations item displays the number of missed Conversations. (Inbound) Customer disconnect without talking to an Agent and after [QuickDrop Parameter] settings. (Direct) Customer calls Agents, and Agent does not pick up after [QuickDrop Parameter] settings. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
QuickDrop	The QuickDrop Conversations item displays the number of quickdrop Conversations. (Inbound) Customer disconnect without talking to an Agent and before [QuickDrop Parameter] settings. (Direct) Customer calls Agents, and Agent does not pick up before [QuickDrop Parameter] settings. It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
Forwarded	The Forwarded Conversations item displays the number of forwarded Conversations on the selected UCC. Forwarded can be: (Inbound) Customer selected a Forward Skill. (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). It is possible to zoom in on the Conversations details by clicking on the number. (Hidden when no data is available)
NoContact	The No Contact Conversations item displays the number of NoContact Conversations NoContact can be: (Outbound) Agent calls Customer and Customer does not pick up. (Hidden when no data is available)
NoSkill	The No Skill Conversations item displays the number of NoSkill Conversations NoSkill can be: (Inbound) Customer does not get a Skill Disconnect during Welcome Message Disconnect without making choice in IVR Disconnect during Message Closed (Hidden when no data is available)
Prompt	The Prompt Conversations item displays the number of Prompt Conversations of the Caller. A Prompt Conversations is a Conversation where the Caller has selected the Prompt. It is possible to zoom in on the Conversation details by clicking on the number. (Hidden when no data is available)
Voicemail	The Voicemail Conversations item displays the number of Voicemail Conversations of the Caller. Voicemail can be: (Inbound) Customer calls UCC and selects the Anywhere365 Voicemail. Note: Exchange UM can only be used with a Forward Skill, so this will be a Forward (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer's Voicemail picks up. (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent's Voicemail picks up. It is possible to zoom in on the Conversation details by clicking on the number. (Hidden when no data is available)
Overflow	The Overflow Conversations item displays the number of Overflow Conversations. A Overflow Conversation is a Conversation where the UCC has reached the overflow threshold and the Caller was forwarded to the Message Overflow. It is possible to zoom in on the Conversation details by clicking on the number. (Hidden when no data is available)
HR	Accepted conversations (inbound and direct) divided by (HR TOTAL) - Default: Accepted and Missed conversations (inbound and direct)
SL Queue 1	Show the number of accepted inbound and direct conversations with queuetime within (SL_QUEUE1) seconds. (Default 20 sec)
SL Queue 2	Show the number of accepted inbound and direct conversations with queuetime between (SL_QUEUE1) and (SL_QUEUE2) seconds. (Default 120 sec)
SL Queue 3	Show the number of accepted inbound and direct conversations with queuetime longer than (SL_QUEUE2) seconds.
SLA	SL Queue 1 divided by (SL QUEUE TOTAL) - Default: Accepted and Missed inbound and direct conversations
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]
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]
Average Discharge Time	Average Discharge time of the Agent. Time spent wrapping up the conversation. Note: This is between [DischargeStart] and [DischargeComplete]
Average 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]
AVG Available Agents	Shows the Average Agents Available for a Hunt.
MAX Queue Position	The Maximum queue position reached.
Quality Monitoring	The average score the customer gave in the Quality Monitoring. Next to it is the number of Call that had QM.

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.
Service Level Quickdrop (Seconds)	Changes the threshold for the Quick Drops. Default: 5 seconds
Service Level Queuetime 1 (Seconds)	Changes the threshold for the SL Queue 1 row. Default: 20 seconds
Service Level Queuetime 2 (Seconds)	Changes the threshold for the SL Queue 2 and 3 row. Default: 120 seconds
Service Level Total	Select the types of the dialogues for the Service Level Total Accepted (Default) Missed (Default) QuickDrop Forwarded Voicemail Prompt NoContact NoSkill Overflow
Handle Rate Total	Select the types of the dialogues for the Handle Rate Total Accepted (Default) Missed (Default) QuickDrop Forwarded Voicemail Prompt NoContact NoSkill Overflow
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
Businesshours	Filter dialogue on Businesshours: Show all Show inside businesshours Show outside businesshours
ExpandGroup	Open all closed groups in one click. Useful for report exports.
Summarize by	Toggle the time (queuetime, talk time, etc) values between Average or Maximum.