Heatmap

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 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..

 

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:

SL_QuickDrop

Changes the threshold for the Quick Drops

Businesshours

Filter dialogue on Businesshours:

  • Show all
  • Show inside businesshours
  • Show outside businesshours

Group

Toggle the group between Hour and Hour:Qoah.