Average Speed to Answer

Description

The purpose of this dashboard is to show how long on average it takes for an agent to answer an incoming call.  The intent of this dashboard is to show how long it is taking for agents to answer calls over a specific date range and a granularity of the end users choosing.

Reports Covered

This dashboard covers the following reports from the main application:

* Average Speed to Answer (Calls)

* Average Speed to Answer - Histogram

Usage

Patrick will fill this part in with information regarding how frequently this report should be used, the use-case scenarios, and other information for the client.  Would be a good spot to do a video as well.

Filters

Name

Type

Required

Description

Call Date Date No The start date range of when the call was offered.
Queue Name Multi Select No The name of the queue that the call was routed to.
Queue Group Multi Select No The name of the group that contains the queue the call was routed to.
Brand Name Multi Select No The name of the brand that the call was associated with.


Data Dictionary
 

Offered and Abandoned Calls Table

Column Name Data Type Description Example
Call Time Hour The time of day that the call took place. 6:00 AM
Calls Offered Number The total number of calls that have been offered to a queue. 10
Net Offered Number The total number of calls that were answered + the number of net abandons that occurred. 6
Calls Answered Number The amount of offered calls that were answered by an Agent. 4
Net Abandoned Number The amount of Abandoned Calls that were hung-up after a duration greater than 15 seconds. 8
Net Abandoned Percentage Percent The percent of abandoned calls of those that were offered. 80%

 

Frequently Asked Questions

This is a live document and will be populated once we receive questions pertaining to this report.

Related Links

Bug tickets, updates, and other related articles will be posted here.

 

Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk