Caller Scorecard

File name: Specific Caller.rdl

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 UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs.. 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: (Inbound) Customer selected a Forward Skill. (Outbound) Agent calls Customer on Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. / Microsoft Teams and Customer picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). 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: (Inbound) Customer does not get a Skill Disconnect during Welcome Message Disconnect without making choice in IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Disconnect during Message Closed (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. Time spent wrapping up the conversation. 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. Tip You can use % as a wildcard.
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. Default: 5 seconds
Service Level Queuetime 1 (Seconds)	Changes the threshold for the SL Queue 1 row. Default: 20 seconds
Service Level Queuetime 2 (Seconds)	Changes the threshold for the SL Queue 2 and 3 row. Default: 120 seconds
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: Call Chat CallMeThe CallMe feature adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs. Email OutboundDialer Voicemail AutonomousDialer
Businesshours	Filter dialogue on Businesshours: Show all Show inside businesshours Show outside businesshours

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