All Handled Interactions Report
The All Handled Interactions report displays details about interactions for one or more agents during a specific date and time range. This report details all handled interactions from a queue. Use the report to identify whether a few calls or most calls took longer than average.
The report includes the following information:
Any interaction associated with the agent
Date, time, and duration of the interaction
Event status of the interaction
If the interaction was barged
Amount of time in seconds that the interaction remained in a queue
Interactions that have associated scheduled calls
The All Handled Interactions report can be found at Reports > Queues.
The metrics included in this report are as follows:
Metric Name |
Definition |
Queue Name |
The name of the queue including the full path names if the queue is a sub queue. |
Started At |
The timestamp (date and time) when the interaction started. |
Ended At |
The timestamp (date and time) when the interaction finished. |
Agent Name |
The identity of the individual that handled the interaction |
Agent ID |
The CCAI Platform unique ID of the individual that handled the interaction |
Agent Email |
The email address of the individual that handled the interaction. |
Lang |
The language associated with the queue the call was routed through. |
Transfer |
Identifies whether the interaction was transferred. |
Cold Transfer |
An interaction where a transfer occurs without prior notification to its recipient. Returns (1) if a transfer is completed as cold, as opposed to warm. See the description of eachhere. |
Inbound |
Indicates the direction of the interaction |
Barged |
Identifies whether the interaction was barged by a supervisor |
Talk Time |
The total length of time the agent spent talking to a customer. This metric doesn't include hold time or wrap-up time. |
Hold Time |
The total time for the interaction where the consumer was placed on hold by an agent. |
Wrap-up Time |
The total time that an agent was in wrap-up status. |
Handle Time |
The total time for the interaction that elapsed from when the agent accepts an interaction to when they end their wrap-up phase.This is calculated as: Talk Time + Hold time + Wrap-up time. |
Scheduled At |
The date and time at which a consumer requested a scheduled call to take place. |
Event Status |
The outcome of the interaction. Possible values include:
|
Interaction ID |
The unique identifier of the interaction. |
Interaction Detail by Agent Report
The Interaction Details by Agent report displays the interaction statistics for an agent during the specified period. This report allows supervisors to monitor agent performance at a granular level.
Sample metrics in this report include the Start and End Time, the Talk Time, or the Hold Time for each interaction.
The Interaction Detail by Agent report can be found at Reports > Agents and Teams.
For more information on how to build this report see Standard Reports: Using the Report Builder.
Tip
This report complements the Agent Activity Timeline Reports.
The existing Agent Activity reports are based on user activity logs while the Interaction Detail by Agent report is based on interactions.
For example, user activity logs can show the agent was in the In Chat status for 1 hour, while this report could show the breakdown of total agent chat interactions.
Metric Name |
Definition |
|---|---|
Agent Name |
The name of the agent that handled the work item |
Agent ID |
The unique ID of the agent that handled the work item. |
Agent Email Address |
The email address of the agent that handled the work item. |
Agent Location |
The geographical location of the agent. |
Queue Name |
The name of the queue where the interaction originated before being routed to the agent. Note: If this is an outbound call with no queue - the column will be blank. |
Lang |
The queue language where call / chat entered. Note: Outbound interactions should be empty. |
Interaction Type |
The channel that the consumer has selected to make contact. Possible values include: Call
Chat
|
Direction |
Indicates if the interaction was in an inbound interaction or an outbound interaction. Possible values include:
|
Event |
Indicates the how the interaction ended. Possible values include: Call: ACW Ended, BCW Ended (Campaign Calls Only), Call Ended Chat: Chat Finished, Chat Failed, ACW Ended |
Start Time |
The date and time the interaction started. |
End Time |
The date and time that the interaction ended. |
Total Interaction Time |
The total time that the interaction was in focus. |
Interaction ID |
The unique identifier of the work item. |
Agent Connection Time |
The time it took for the agent to accept the interaction. Note: this is not queue time - it is the connection time to the agent. |
Agent Response Time (Chat Only) |
The total time it took for the agent to respond to the work item. |
Response Count (Chat Only) |
The total Response Count for the interaction.Response (Time and Count) |
Talk Time or Chat Time |
The sum of Talk Time or Chat Time for the interaction.Chat Time |
Hold Time (Call Only) |
The sum of Hold Time for the interaction.Hold Time |
Wrap-up Time |
The sum of Wrap-up Time for the interaction.Wrap-up Time (Interaction Metric) |
Handle Time |
The sum of Handle Time for the interaction. Includes Talk Time, Hold Time, Wrap-up Time.Handle Time |
Agent Holds (Calls Only) |
Indicates if the interaction was placed in a hold status. |
Transfers |
Indicates if the interaction was transferred. Displays a TRUE or FALSE. |
Auto Answered Calls |
Indicates if the call went through as an auto answered call. Displays a TRUE or FALSE TRUE = yes FALSE = no |
Disposition Code |
The disposition code the agent awarded the interaction. |
Call ID |
The unique identifier of the entire call. |
Avg. Agent Network Quality Score |
The average score awarded to the agent's network quality. Possible values include: 1- Unusable 2 - Poor 3 - Average 4 - Good 5 - Excellent |
Interaction Summary by Agent Report
The Interaction Summary by Agent report displays the interaction statistics for an agent during the specified period. This report allows supervisors to monitor agent performance at a granular level.
Sample metrics in this report include the Total Talk Time, Avg. Talk Time, and Avg. Hold Time for the agent during their interactions.
The Interaction Summary by Agent report can be found at Reports > Agents and Teams.
For more information on building this report see Summary Reports: Using the Report Builder.
Tip
This report complements the Agent Activity - Summary Report.
The existing Agent Activity reports are based on user activity logs while the Interaction Summary by Agent report is based on interactions.
For example, user activity logs can show the agent was in the In Chat status for 1 hour, while this report could show the breakdown of total agent chat interactions.
Metric Name |
Definition |
|---|---|
Agent Name |
The name of the agent that handled the work item |
Agent ID |
The unique ID of the agent that handled the work item. |
Agent Email Address |
The email address of the agent that handled the work item. |
Agent Location |
The geographical location of the agent. |
Total Agent Connection Time |
The time it took for the agent to accept the interaction. Note: this is not queue time - it is the connection time to the agent. |
Avg. Agent Connection Time |
The average time it took for the agent to accept the interaction. Note: this is not queue time - it is the connection time to the agent. |
Avg. Talk Time or Avg. Chat Time |
The average of Talk Time or Chat Time for the interactions.Chat Time |
Total Talk Time or Total Chat Time |
The total of Talk Time for the interactions. |
Avg. Wrap-up Time |
The average of Wrap-up time for the interactions.Wrap-up Time (Interaction Metric) |
Total Wrap-up Time |
The total of Wrap-up Time for the interactions.Wrap-up Time (Interaction Metric) |
Total Handle Time |
The sum of Handle Time for the interaction. Includes Talk Time, Hold Time, Wrap-up Time.Handle Time |
Avg. Handle Time |
The average of Handle Time for the interaction. Includes Talk Time, Hold Time, Wrap-up Time.Handle Time |
Agent Transfers |
The total number of transfers that the agent has actioned. |
Work Offered |
The total number of interactions offered to the agent. This includes:
Note: If auto answer is enabled for Deltacast, only Auto answered call notification offered are logged. |
Handled Calls |
The total number of interactions the agent has handled. This is counting both inbound and outbound interactions.Handled |
Missed Calls/ Chats |
The total number of interactions that the agent has missed. |
Total Deltacast missed interaction count |
The total number of times an agent missed a deltacast projection. |
Total Auto Answered Calls |
The total number of times the agent responded to an auto-answered call. |
CSAT % |
The overall CSAT score for the Agent. |
Avg. Agent Response Time* (Chats Only) |
The average time across all chat interactions for the time it took for the agent to respond to the work item. |
Total Agent Response Time |
The total time across all interactions for the time it took for the agent to respond to the interaction. |
Max. Agent Response Time Time |
The longest time out of all the interactions that it took for the agent to respond to the work item. |
Total Response Count |
The sum of all responses by agents or consumers during matching interactions. |
Avg. Agent Network Quality Score |
The average across all network scores / offered calls. The score range is as follows: Possible values include: 5- Excellent, 4- Good, 3- Average, 2- Poor, 1- Unusable. |
Missed Calls due to Network Quality |
Displays the total number of calls that were offered to the agent but were missed while the agent's network quality was poor or unusable. |