Classification Overview

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.

UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.

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 sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. addresses in this field.

Multiple Agents can be entered.

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:

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.