Call

Agent Call Performance Inbound

This report shows the agent performance in relation to inbound calls. In contrast to the “Agent Performance Inbound?”report, the “Agent Call Performance Inbound” report only contains the columns relating to inbound calls. General information not directly related to inbound calls, such as the total login time of an agent, is not included in this report. This makes it possible to filter or group the data in this report on the basis of one or more categories.

Filter parameters:

  • Period – The period, this report relates to
  • Agent – The agents available for selection for the report
  • Location – The location of the agent who answered the call
  • Category – Only consider calls in this category

Report columns:

  • Day – The day to which the report refers
  • Agent – The agent to which the report refers
  • Location – The location of the agent to which the report refers
  • Category – Name of the category that was last assigned to the call before it was terminated
  • Dialing attempts – Number of attempts to transfer incoming calls
  • Answered – Number of incoming calls answered by the agents
  • Not answered – Number of dialing attempts that were not accepted by the agent
  • Timeout – Number of dialing attempts that were not accepted by the agents because the maximum ring duration stored in  iAGENT was reached
  • Ring time – Sum of ring time
  • Average ring duration – average ring duration in seconds
  • Hung up – Number of dialing attempts that were not accepted by agents because the caller hung up while the connection was still being established or ringing
  • Rejected – Number of dialing attempts that were actively rejected by the agent
  • Consultation – Number of consultation calls
  • Forwarded – Number of calls that were forwarded by the agents
  • Availibility – Availibility of agents based on dial-up attempts
  • Average call duration – Average duration of a call
  • Total call duration – Sum of call duration
  • Total post-processing time – Sum of the call-related post-processing times for which the post-processing time was automatically started after a call and extended by the agent if necessary. All durations that are started after a call within the time-limited post-processing time before it expires are taken into account. Also unlimited post-processing times.
    Post-processing times started later are recorded as non-call-related unlimited post-processing times.
  • Average post-processing time – Average duration of post-processing time per call
  • Average handling time (AHT) – Sum of total call duration and total post-processing time
  • Total handling time – Sum of total call duration, total limited and total unlimited post-processing time

Agent Call Performance Outbound

This report shows the agent performance in relation to outbound calls. In contrast to the “Agent Performance Outbound” report, the “Agent Call Performance Outbound” report only contains the columns relating to outbound calls. General information without direct reference to outbound calls, such as the total login time of an agent, is not included in this report. This makes it possible to filter or group the data in this report on the basis of one or more categories.

Filter parameters:

  • Period – The period, this report relates to
  • Agent – The agents available for selection for the report
  • Location – The location of the agent who initiated the outgoing call
  • Category – Only consider calls in this category

Report columns:

  • Day – The day to which the report refers
  • Agent – The agent to which the report refers
  • Location – The location of the agent to which the report refers
  • Category – Name of the standard category stored in novomind iAGENT in the telephone system plugin.
  • Dialing attempts – Number of dialing attempts without consultation calls
  • Answered – Number of outgoing calls that were accepted by the destination. Accepted consultation calls are not taken into account here.
  • Not answered – Number of dialing attempts that were not accepted by the destination (e.g. no answer or busy)
  • Ring time – Total ring duration in seconds
  • Average ring duration – Average ring duration in seconds
  • Consultation – Number of consultation calls accepted
  • Forwarded – Number of outgoing calls forwarded by the agent (to an agent or to an external number)
  • Availibility – Reachability of called destinations in relation to the call attempts
  • Average call duration – Average duration of a call
  • Total post-processing times – Sum of the call-related post-processing times for which the post-processing time was automatically started after a call and extended by the agent if necessary. All durations that are started after a call within the time-limited post-processing time before it expires are taken into account. Also unlimited post-processing times. Post-processing times started later are recorded as non-call-related unlimited post-processing times.
  • Average handling time (AHT) – Sum of average call duration and average post-processing time
  • Average post-processing time – Average duration of post-processing time
  • Total handling time – Sum of total call duration and total post-processing time
  • Total call duration – Sum of call duration

Agent Performance Inbound

In this report, the agent performance metrics related to the inbound calls are shown.

Filter parameters:

  • Period – The period, this report relates to
  • Agent – The agents available for selection for the report

Report columns:

  • Day – The day to which the report refers
  • Agent – The agent to which the report refers
  • Location – The location of the agent to which the report refers
  • Total login time – “Total time the user is logged in with a station ID and ready for the “Call” channel – including breaks and post-processing times
  • Total in status “free” – Sum of the time during which the employee was in “free” status in the selected period. Definition of “free” status:
    • Logged into the iAGENT Desk with station ID
    • Ready for the “Call” channel
    • Device status: “free”
    • Agent status: Ready, not on call, not in post-processing, not on break
  • Total in status “available” – Sum of the time during which the employee was in “available” status in the selected period. Definition of “available” status:
    • Logged into iAGENT with station ID
    • Ready for the “Call” channel
    • Device status: “free” or “busy”
    • Agent status: In conversation or in post-processing (or requested), not on break (or requested)
  • Total break time – Sum of the agent break times
  • Dialing attempts – Number of attempts to transfer incoming calls
  • Answered – Number of incoming calls answered by the agents
  • Not answered – Number of dialing attempts that were not accepted by the agent
  • Timeout – Number of dialing attempts that were not accepted by the agents because the maximum ring duration stored in  iAGENT was reached
  • Ring time – Sum of ring time
  • Average ring duration – average ring duration in seconds
  • Hung up – Number of dialing attempts that were not accepted by agents because the caller hung up while the connection was still being established or ringing
  • Rejected – Number of dialing attempts that were actively rejected by the agent
  • Consultation – Number of consultation calls
  • Forwarded – Number of calls that were forwarded by the agents
  • Availibility – Availibility of agents based on dial-up attempts
  • Average call duration – Average duration of a call
  • Total call duration – Sum of call duration
  • Total post-processing time – Sum of the call-related post-processing times for which the post-processing time was automatically started after a call and extended by the agent if necessary. All durations that are started after a call within the time-limited post-processing time before it expires are taken into account. Also unlimited post-processing times.
    Post-processing times started later are recorded as non-call-related unlimited post-processing times.
  • Average post-processing time – Average duration of post-processing time per call
  • Non-call-related post-processing-time – Sum of non-call-related, open-ended post-processing times. The post-processing time that was started manually by the agent and for which there is no reference to an incoming call is recorded.
  • Average handling time (AHT) – Sum of average call duration and average post-processing time
  • Total handling time – Sum of total call duration and total post-processing time
  • Capacity utilization –  Agent utilization based on telephony. Corresponds to the sum of the processing time (total call duration + total post-processing time) divided by the agents’ login time.

Agent Performance Outbound

In this report, the agent performance metrics related to the outbound calls are shown.

Filter parameters:

  • Period – The period, this report relates to
  • Agent – The agents available for selection for the report

Report columns:

  • Day – The day to which the report refers
  • Agent – The agent to which the report refers
  • Location – The location of the agent to which the report refers
  • Total login time – “Total time the user is logged in with a station ID and ready for the “Call” channel – including breaks and post-processing times
  • Total break time – Sum of the agent break times
  • Dialing attempts – Number of dialing attempts without consultation calls
  • Answered – Number of outgoing calls that were accepted by the destination. Accepted consultation calls are not taken into account here.
  • Not answered – Number of dialing attempts that were not accepted by the destination (e.g. no answer or busy)
  • Ring time – Total ring duration in seconds
  • Average ring duration – Average ring duration in seconds
  • Consultation – Number of consultation calls accepted
  • Forwarded – Number of outgoing calls forwarded by the agent (to an agent or to an external number)
  • Availibility – Reachability of called destinations in relation to the call attempts
  • Average call duration – Average duration of a call
  • Total call duration – Sum of call duration
  • Total post-processing times – Sum of the call-related post-processing times for which the post-processing time was automatically started after a call and extended by the agent if necessary. All durations that are started after a call within the time-limited post-processing time before it expires are taken into account. Also unlimited post-processing times. Post-processing times started later are recorded as non-call-related unlimited post-processing times.
  • Average post-processing time – Average duration of post-processing time
  • Non-call-related post-processing times – Sum of non-call-related, open-ended post-processing times. The post-processing time that was started manually by the agent and for which there is no reference to an outgoing call is recorded
  • Average handling time (AHT) – Sum of average call duration and average post-processing time
  •  Total handling time – Sum of total call duration and total post-processing time

Call Automation

This report can be used to generate statistics for automated calls received within a defined timeframe. Calls are counted in their current category.

Filter parameters:

  • Timeframe – The time span in which these calls were received
  • Category – Only consider calls in this category

Grouping:

  • Date received
  • Category
  • Category (on entry)

Report columns:

  • Call-ID – Numeric ID assigned by iAGENT, by which the call can be clearly identified
  • Date received – Date on which the inquiry was received by the iAGENT system
  • Status – The acceptance status of the call
    • Automated: Call was ended within the IVR and at least one request was processed automatically
    • Hangup Voicebot:  Call was ended by the voicebot
    • Hangup Queue: Call was terminated by the caller in the queue
    • Answered Agent: Call was answered by an agent
  • Category (on entry) – The category that was assigned to the inquiry when it has been received in iAGENT
  • Category – Name of the category

Other columns are listed when grouping is active:

  • Count – The number of calls that have been automated.
  • Fully automated – The number of calls that were ended in the IVR and at least one request was processed automatically by the Voicebot
  • Fully automated % – The percentage of fully automated calls
  • Hung up calls Voicebot – The number of calls that were ended in the IVR and no request was processed automatically be the Voicebot
  • Hung up calls Voicebot % – The percentage of hung up calls with a Voicebot
  • Handover calls – The number of calls that were forwarded by the voicebot to an agent. Rgeardless whether answered or not.
  • Handover calls % – The percentage of handover calls
  • Hung up calls queue – The number of calls that were routed by the Voicebot to an agent and not answered
  • Hung up calls queue % – The percentage of hung up calls in a queue
  • Answered calls – The number of calls that were routed by a Voicebot to an agent and answered
  • Answered calls % – The percentage of answered calls by an agent
  • Authenticated calls – The number of authenticated calls
  • Authenticated calls % – The percentage of authenticated calls

Inbound Direct Calls

This report can be used to generate statistics for received direct calls started within a defined timeframe.
Calls that are received directly to an agent phone registered in novomind iAGENT and therefore do not go through the IVR routing process are taken into account.

Filter parameters:

  • Period – The time when these calls were received
  • Agent – The agent to which the report refers
  • Tenant – The tenant to which the category of the call belongs
  • Category – The category of the call set on the call based on the IVR or by manual recategorization by the agent
  • Location – The location of the agent who answered the call
  • Acceptance Status – The acceptance status of the call

Grouping options:

  • Date received
  • Category
  • Tenant
  • Category (on entry)
  • Language
  • Contact of the inquiry
  • Location

Report columns:

  • Call-ID – Numeric ID assigned by iAGENT, by which the call can be uniquely identified
  • Tenant – Name of the tenant through which the communication took place
  • Date received – the time when the call was received
  • Category – Category that this call received from the system immediately after it was received
  • Caller number – The number signaled by the caller as part of an incoming call
  • Destination number – The number dialed by the end user
  • Location – The name of the agent who answered the incoming call
  • Contact of the inquiry – Name of the account stored in the iAGENT system, which was recognized via the transmitted phone number and assigned to the call
  • End time of the call – The end time of the call
  • Ring time – Ring duration of the call
  • Call duration – The duration of the call
  • Overall duration – Time span between “Date received” and “End time of the call”
  • Agent – Name of the agent who answered the call
  • Username – Username of the agent who answered the call
  • Acceptance status –  The acceptance status of the call. The following statuses can be accepted:
    • Ongoing: The call is still ongoing
    • Answered: The call was answered by the agent
    • Declined: The call was declined by the agent
    • Not answered: The call was not answered by the agent
    • Self-service: The call was handled in self-service
    • Hung up: The call was ended by the caller or system before connecting to an agent

Inbound Queued Calls

This report generates statistics about calls received within the time period. Calls are counted in their current category.

Filter parameters:

  • Period – The time when these calls were received
  • Agent – The agent to which the report refers
  • Tenant – The tenant to which the category of the call belongs
  • Category – The category of the call set on the call based on the IVR or by manual recategorization by the agent
  • Location – The location of the agent who answered the call
  • Acceptance status – Acceptance status of the call

Grouping options:

  • Date received
  • Category
  • Tenant
  • Category (on entry)
  • Language
  • Contact of the inquiry
  • Transaction code
  • Location

Report columns:

  • Call-ID – Numeric ID assigned by iAGENT, by which the call can be uniquely identified
  • Client – Name of the client through which the communication took place (in case of call forwarding, the name of the last client is displayed here)
  • Date of receipt – The time when the call was received
  • Category (on entry) – Category that this call received from the system immediately after it was received
  • Category – Name of the category that was assigned to the call last before it was closed
  • Language – Language of the incoming call
  • Caller number – The number signaled by the caller as part of an incoming call
  • Destination number – The number dialed by the end user
  • Location – The location of the agent who made the outgoing call
  • Contact of the inquiry – Name of the account stored in the iAGENT system, which was recognized via the transmitted phone number and assigned to the call
  • Date enqued – date and time of queue entry – i.e. when the caller was through the IVR and queued for transfer to an agent
  • Date routed – time when routing found a suitable free agent for the call and started signaling the call to the agent
  • End time of the call – The time at which the conversation with the agent was ended
  • IVR duration – dwell time of the caller in the voice dialog system/DTMF selection menu
  • Waiting duration – duration that a caller waits for a free agent over the entire connection (multiple waiting times within a call are added up)
  • Ringing time – ring duration of the call (multiple ring durations are summed up)
  • Talking duration sum – The total duration of the call. The durations of several calls within a connection are added together if necessary
  • Overall duration – Time span between  “date received” end “end time of the call”
  • Transaction code – The transaction code selected after processing this request
  • First agent – The agent who initially answered the call
  • Username – Username of the agent who initially accepted the call
  • Post-Processing Time – The sum of all recorded post-processing times of the agents involved in this call
  • Redirected duration – Sum of the connection durations with participants outside the novomind iAGENT system
  • Acceptance status – The acceptance status of the call. The following statuses can be accepted:
    • Ongoing: The call is still in progress
    • Answered:  The call has been answered by the agent
    • Declined: The call has been declined by the agent
    • Not answered: The call was not answered by the agent
    • Self-service: The call was processed in self service
    • Hung up: The call was terminated by the caller or system before being connected to an agent
  • Call recorded – Indicates whether the call was recorded or not
  • Customer waiting time – Sum of queuing and ringing times
  • Immediate delivered – Gives the answer as to whether the call was accepted directly with a maximum waiting time of one second
  • Hang-up queue – Call was placed in the queue but not routed and terminated by the caller while still in the queue
  • Hang-up IVR – Call was disconnected by the caller before being delivered to the queue
  • Finished by – Cause for call termination
  • Redirection – Call terminated by forwading
  • Redirection target – The number to which the call was forwarded by the agent
  • Hang-up queue 5 – Duration in the queue is less than 5 seconds and the caller has hung up in the queue
  • Hang-up queue 10 – Duration in the queue is less than 10 seconds and the caller has hung up in the queue
  • Handling time – Total talking duration and post-processing time
  • In service level – This value indicates whether the call was accepted within the configured service level specification of the category. The value is based on the service level of the final category at the time of the call
  • In business hours – This value indicates whether the call was accepted within the configured business time of the category. The value is based on the final category at the time of the call. This could also have been changed after the call was accepted

Other columns are listed when grouping is active:

  • Count – The number of calls related to the active grouping unit
  • Answered – Indicates the number of calls where a conversation has been established, that is, the other party has answered the call
  • Declined – Number of calls that an agent has actively rejected
  • Not answered – Number of calls that an agent has not answered by the timeout
  • Hung up – Number of calls that an agent has not answered by the timeout
  • Reachability – Ratio of the total number of calls that were started against those that were also answered by the remote station during business hours
  • Immediate delivered – Number of calls with a waiting time of less than one second
  • IVR duration (avg.) – Average time spent by the caller in the voice response system/DTMF selection menu in this grouping unit
  • Waiting duration (avg.) – Average time a caller waits for a free agent over the entire connection (multiple waiting times within a call are added together)
  • Handling time (avg.) – Average sum of call duration and post-processing time
  • Ringing time (avg.)  – Average ring duration of incoming calls in this grouping unit
  • Service level (avg.) – Average sum of waiting time and ringing time
  • Agent duration (avg.) – Average agents call duration
  • Overall duration (avg.) – Average of the overall call duration of the calls in this grouping unit
  • Post-processing time (avg.) – Average sum of all recorded post-processing times of the agents that were involved in calls of this grouping unit
  • Customer waiting time (avg.) – The average customer waiting time (queue and ringing times) of the calls in this grouping unit

IVR Usage

This report shows IVR usage in relation to incoming calls. Excluded are the time spans that refer to the time spent in a queue or in an agent call.

Filter parameters:

  • Period – The time when these calls were received
  • Tenant – The tenant to which the category of the call belongs

Report Columns:

  • Tenant – Name of the tenant for whom the calls were received
  • Date – Date to which the statistical evaluation refers
  • Max. number of parallel calls – Maximum number of parallel calls in the IVR
  • IVR duration (total) – The sum of the Interactive Voice Response duration of the calls

Outbound Calls

This report can be used to generate statistics for outgoing calls started within a defined timeframe.

Filter parameters:

  • Period – The time when these calls were received
  • Agent – The agent to which the report refers
  • Tenant – The tenant to which the category of the call belongs
  • Category – Category of the call that was set for the outgoing callb
  • Location – The location of the agent who answered the call
  • Acceptance status – Acceptance status of the call

Grouping options:

  • Date started
  • End time of the call
  • Tenant
  • Contact of the inquiry
  • Location

Report columns:

  • Call-ID – Numeric ID assigned by iAGENT, by which the call can be uniquely identified
  • Tenant – Name of the tenant through which the communication took place (in the case of call forwarding, the name of the last tenant is shown here)
  • Category – Name of the standard category stored in novomind iAGENT in the telephone system plugin
  • Date started – the time when the outgoing call was started
  • Station ID – the station ID of the user who made this call
  • Destination number – The phone number dialed by the agent
  • Location – The location of the agent who made the outgoing call
  • Contact of the inquiry – Information stored for the contact in the iAGENT system
  • End time of the call – The date and time when the call was ended
  • Ringing time – Ring duration of the call (multiple ring durations are summed)
  • Call duration – the duration of the call
  • Agent – The name of the agent who made this call
  • Username – The name of the agent who made this call
  • Overall duration – Time span between “Date started” and “End time of the call”
  • Acceptance status  – Acceptance status of the call. The following statuses can be accepted:
    • Ongoing: The call is still in progress
    • Answered: The call has been answered by the called party
    • Hung up: The call was hung up by the agent before it was answered by the called party

If grouping is active, other columns are listed:

  • Count – The number of calls related to the active grouping unit
  • Answered – Indicates the number of calls where a conversation has been established, that is, the other party has answered the call
  • Reachability – Ratio of the total number of started calls against those that were also answered by the remote station during business hours
  • Ringing time (avg.) – Average ring duration of outgoing calls in this grouping unit
  • Call duration (avg.) – Average call duration 
  • Overall duration (avg.) –  Average overall duration