Heatmap

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.

 

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.

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.