Caller Scorecard

Introduction

This report displays all useful information of one Caller. In a view you can see all information of the contacts moments with the Caller.

 

Conversations Overview

The “Conversation” item displays the number of Conversations that the Caller has had. It is possible to zoom in on the Conversations details by clicking on the number.

Item

Description

Dialogue + Modality

Show what kind of dialogue and which modality.

Total

The Total Conversations item displays the total number of Conversations. In other words, every conversation connected to 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..

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)

Forwarded

The Forwarded Conversations item displays the number of forwarded Conversations on the selected UCC.

Forwarded can be:

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)

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:

(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)

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)

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)

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)

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.

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

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 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 Hold Time

Average time the customer has been put on hold by the Agent.

Note EnableMusicOnHold setting must be true.

 

Skill / Agent overview

The “Skill / Agent Overview” item displays the relevant information of the Skills and the Agents. Under the item there is a chart which visually displays the information. The item contains the following items:

Item

Description

Skill Chosen

Shows the information per Skill.

Initial Agent

The Agent item displays the 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. address of the first Agent.

It is possible to zoom in on an Agent by clicking on the name.

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.

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 Hold Time

Average time the customer has been put on hold by the Agent.

Note EnableMusicOnHold setting must be true.

Average Discharge Time

Average Discharge time of the Agent.

Note This is between [DischargeStart] and [DischargeComplete]

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.

QM

The average score the customer gave in the Quality Monitoring.

Next to it is the number of Call that had QM.

 

Parameter

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.

Caller

Display the records of the selected Caller.

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 Queuetime Total

Select the types of the dialogues for the Service Level 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