Future Intelligence

Future Intelligence displays the gathered information per selected period.

Table

This table shows the information per Skill

Item

Description

Total

All the conversations on the 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.

Action Type

The conversation per Action Type

HR

Inbound and direct accepted divided by (HR TOTAL) - Default: Accepted and Missed inbound and direct conversations

SLA

SL Queue 1 divided by (SL QUEUE TOTAL) - Default: Accepted and Missed inbound and direct conversations

Max Queue Time

The Maximum Queue Time displays the maximum seconds of the time a Conversations was in the queue.

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]

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]

 

Skill Graph

This graph shows the ratio between Skills per selected period.

Item

Description

Skill

The Skill the customer chosen.

 

SLA Graph

This graph shows the ratio between SLA's per selected period.

Item

Description

Accepted within [Queue1]s

The conversation was picked up in [Queue1] seconds

Accepted within [Queue2]s

The conversation was picked up in [Queue2] seconds

Accepted after [Queue1]s

The conversation was picked up after [Queue2] seconds

Missed

The conversation wasn't picked up.

 

Action type Graph

This graph shows the ratio between Action Types per selected period.

Item

Description

Action Type

The Action Type of the conversation. Accepted, Missed, QuickDrop, Forwarded, NoSkill, Prompt or Voicemail.

Handle Rate

The handle rate per selected period.

Accepted / (Accepted + Missed)

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.

Item

Description

Action Type

The Action Type of the conversation. Accepted, Missed, QuickDrop, Forwarded, NoSkill, Prompt or Voicemail.

Handle Rate

The handle rate per 30 minutes.

Accepted / (Accepted + Missed)

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.

Item

Description

Inside Business hours

The dialogue happened during business hours.

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.

Item

Description

1/2 Hours

Each row show the 1/2 hours where dialogues were received.

Day of the week

Each column show the day of the week where dialogues were received.

Dialogues

The average dialogues per week.

 

Available Agents

This graph and table show the number of agents

Item

Description

UCC

Grouped by UCC.

Agent

Grouped by the Agents.

Agents

Total number of agents.

Available

Total number of agents with status Available.

Away

Total number of agents with status Away.

Busy

Total number of agents with status Busy.

Do Not Disturb

Total number of agents with status Do Not Disturb.

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:

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

Service Level Queuetime 1 (Seconds)

Changes the threshold for the SL Queue 1 row.

Service Level Queuetime 2 (Seconds)

Changes the threshold for the SL Queue 2 and 3 row.

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:

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.