UCC Report

Introduction

In this report you can see all information relevant 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.. This can be of all UCC´s or of a single UCC, depends on the parameter configuration.

 

Handled Rate

The “Handled Rate” item displays the kind of Conversations there are on the selected UCC. Below the item there is a chart that visually displays the Conversations.

The item contains the following items:

Items

Description

UCC

(Expand Conversations)

Show information per UCC on which the conversations entered.

Endpoint

(Expand UCC)

Show information per Endpoints on which the conversations entered.

Skill

(Expand Endpoint)

Shows the information per Skill.

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.

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)

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)

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)

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)

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)

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)

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)

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)

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

HR

Inbound and direct accepted divided by (HR 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 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 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 Discharge Time

Average Discharge time of the Agent.

Note This is between [DischargeStart] and [DischargeComplete]

Average Total Time

The Average Total Time displays the average seconds of time a Conversations.

Note This is between [Starttime] and [Endtime]

 

Conversations Queue Time

The “Conversations Queue Time” chart visually displays the length of a queue time. Also it displays the total number of Conversations on the selected UCC. It is possible to zoom in on the Conversations details by clicking on the number.

 

Conversations per Hour

The “Conversations per Hour” item displays the number of Conversations type per hour. Also it displays a color based on the number, this way it is possible to quickly view the busy moments. Below the item there is a chart that visually displays the information. The item contains the following items:

Items

Description

Hour

The hour item displays the hour where the Conversations take place.

QOAH

The quarter of an hour item displays the 15 minutes where the Conversations take place.

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.

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)

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)

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)

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 Business / 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)

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 IVR
    • Disconnect during Message Closed

(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)

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)

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)

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

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 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]

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]

Average Discharge Time

Average Discharge time of the Agent.

Note This is between [DischargeStart] and [DischargeComplete]

Average 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]

AVG Available Agents

Shows the Average Agents Available for a Hunt.

MAX Queue Position

The Maximum queue position reached.

Quality Monitoring

The average score the customer gave in the Quality Monitoring.

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

 

Conversations Per

The “Conversations per” item displays the number of Conversations type per parameter type. Also it displays a color based on the number, this way it is possible to quickly view the busy moments. Below the item there is a chart that visually displays the information.

The item contains the following items:

Items

Description

Range

A time period per row, rows can be expanded until hours. Time period changes based on selected time period.

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.

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)

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)

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)

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 Business / 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)

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 IVR
    • Disconnect during Message Closed

(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)

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)

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)

HR

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

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

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]

Average Discharge Time

Average Discharge time of the Agent.

Note This is between [DischargeStart] and [DischargeComplete]

Average 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]

AVG Available Agents

Shows the Average Agents Available for a Hunt.

MAX Queue Position

The Maximum queue position reached.

Quality Monitoring

The average score the customer gave in the Quality Monitoring.

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

 

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.

Summarize by

Toggle the time (queuetime, talk time, etc) values between Average or Maximum.