Average Speed to Answer

Description

The Average Speed to Answer reports (Calls, Chats, Histogram) show the average duration of time it takes for a call or chat to be answered once it has arrived to queue.  The call and chat reports offer a view by the following granularities: 1/2 Hour of Day, Hour of Day, Day of Week, Month of Year.  The histogram report offers a view by the following granularities: Quarter-Hourly, Half-Hourly, Hourly, Daily, Weekly, Monthly.

Preview

Visualization

* Depending upon the Granularity chosen and the report ran.  The example below is from the Call based report on an hourly basis.

Avg_Speed_to_Answer.png

Calls Data

* Histogram report utilizes the same fields.

Avg_Speed_to_Answer_Calls_Data.png

Chats Data

Avg_Speed_to_Answer_Chats_Data.png

 

Filters

Name

Type

Required

Description

Start Date Date Yes The start date range of when the call or chat entered the system.
End Date Date Yes The end date range of when the call or chat entered the system.
Time Period Single Select No Select granularity at which to view this report.  Options for call and chat report are: 1/2 Hour of Day, Hour of Day, Day of Week, and Month of Year.  The options for the Histogram report are: Quarter-Hourly, Half-Hourly, Hourly, Daily, Weekly, and Monthly.
 Queue Group Multi Select No The name of the group that contains the queue the call or chat was routed to.
Brand Multi Select No The name of the brand that the call or chat was associated with.


Data Dictionary
 

Average Speed to Answer - Bar Graph

X-Axis: The range of dates from the chosen Start Date to End Date of the report shown by the granularity of choice.

Y-Axis: The average speed to answer of calls or chats from this specified time period.

Tooltip: Highlighting a point on the chart will show the average speed to answer of calls or chats associated with that specified granularity.

Data

* Call and Histogram report have the same exact fields.  The Chat report has similar fields that can be understood via the example below from the Call based report. 

Column Name Data Type Description Example
Time Period Date The time/date stamp of the granularity chosen. 12:00 AM
Avg Speed to Answer Number The average speed in seconds that a call or chat was answered by an agent after being assigned to a queue. 68.37
Net Offered Number The total amount of offered calls that were in queue for at least 15 seconds or longer. 35
Answered Number The total number of offered calls that were answered by an Agent. 30
Net Abandoned Number The total number of offered calls that were abandoned after 15 seconds or longer. 5
Net Abandoned Percentage Percent The percent of Net Offered Calls that were Net Abandoned. 14.29%
Avg Abandoned Duration Duration The average duration of an abandoned call in seconds. 161.40
Total Offered Number The total amount of offered calls that were in a queue (including calls that were less than 15 seconds in duration). 36
Total Abandoned Number The total number of offered calls that were abandoned (including calls abandoned within the first 15 seconds). 6

 

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.

 

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