HELP FILE

What data does the Contact Center Analytics provide?

    Learn what data is available for you to create custom dashboards with, share, and measure to optimize your outcomes and agent efforts. There are no data retention limits with Analytics. Available for Core, Complete, and Support Center (post June 9th, 2020) customers.

    Attention: If you are still using the classic Contact Center portal, here is the data available for you until your account is moved to the new experience.
    There are a variety of filters that you can use on each of these boards to customize the data you see on the cards. You also have the following tools:
    • Use Save as to save custom copies of these boards with the desired filters. Once you've saved a custom board, you'll also have the option to Update, Share, Rename or Delete that board.
    • Use Reset all to clear the filters to their default state.
    • Use Export where available to generate a .csv of the desired data.
    • Use the settings gear to rearrange the available cards if desired.
    Remember: All data visualizations will show data specific to the selected filters (and groupings where applicable). If an agent did not participate in any type of call or chat during the date range, regardless if they were logged in or not, the agent name will not appear in the graphs. Likewise, if there is no data for a given day or hour (depending on the time filter), there will be no bar displayed.
    Default Boards & Cards Description
    Resolved conversations board This board is designed to help you understand what is happening with your chat queues and can help you answer questions such as:
    • Which of my digital channels brings in the most conversations?
    • Which agent resolves the most conversations?
    • What are the top reasons our customers/prospects are reaching out?
    • Total resolved conversations graph
    Shows the total amount of resolved conversations grouped in various ways such as by agent, chat type, chat queue, status, and/or tags.
    • Resolved conversations summary table
    Shows the total amount of resolved conversations with all available details, including the date the chat was resolved and how long it took to handle the chat. Use the table settings gear to edit what fields are displayed.
    Queue caller board This board is designed to help you understand what is happening with your call queues and can help you answer questions such as:
    • What are my busiest days/times so that I can staff appropriately?
    • On average, how long are our customers willing to wait for their call to be answered?
    • How many calls are we missing each day?
    • Total calls over time
    Shows the total amount of calls for each day (or hour if filtered below two days).
    • Average call duration
    Shows the average length of calls for each day (or hour if filtered below two days). Call duration includes the time waiting in the queue(s) as well as the total talk time and hold time.
    • Average time in queue
    Shows the average time callers waited in the selected queue(s) for each day (or hour if filtered below two days).
    • Total calls by outcome
    Shows the total amount of calls for each day (or hour if filtered below two days), grouped by outcome.
    • Evicted: Amount of callers that were removed from the queue because Remove callers when queue has no agents setting was enabled and there were no agents, the queue was full, or they opted for a callback.
    • Timed out: Amount of callers removed from the queue by the system because the defined timeout on the queue node of the dial plan expired.
    • Handled: Amount of callers who connected with an agent or logged in user.
    • Abandoned: Amount of callers who left the queue before speaking with an agent.
    • Queue caller summary table
    Shows all the above data in table form. Choose a specific day to drill into the individual call details.
    Agent performance board This board is designed to help you understand how your agents are performing overall and can help you answer questions such as:
    • How effective are my agents with their time?
    • Which agent takes the most amount of calls?
    • What types of calls (or what queues) are taking up most of my agents' time?
    • Handled contacts
    The total amount of contacts that have called into a queue and connected with an agent.
    • Average talk time (ATT)
    The average amount of time a caller and agent were connected, minus the time of any holds.
    • Total talk time (TTT)
    The total amount of time a caller and agent were connected, minus the time of any holds.
    • Total talk time trends — Complete only
    Shows the total amount of talk time in hours that each agent spent on queue calls, outbound calls, and direct inbound calls.
    • % of talk time spent — Complete only
    Shows the percentage of talk time out of 100% that an agent spent on queue calls, outbound calls, and direct inbound calls.
    • Total call volume trends — Complete only
    Shows the total amount of calls that each agent participated in, broken down by call type.
    • % of calls answered — Complete only
    Shows the percentage of calls out of 100% that each agent participated in, broken down by call type.
    • % queue calls transferred by agent — Complete only
    Shows the percentage of queue calls that an agent answered and then transferred. Hover over the agent's name to see the specific percent and ratio of their transferred calls.
    • Agent summary table
    Shows handled contacts, missed contacts, ATT, and TTT totals for the filtered data.
    Note: Missed Contacts are the number of contacts missed by agents for the selected queue(s), date range, and agent(s). A missed contact represents an occurrence of an agent receiving a call from a queue without answering the call before the defined timeout. If you set the call queue to Ring All, a contact that has been handled by one agent in the call queue will be represented as a missed contact for the other agents in that call queue.
    • Availability and pause time by agent — Complete only
    Shows the total amount of time each agent was available and paused. If multiple queues are selected, it will be the sum total of the time they were available/on pause from all of the selected queues. This means it could extend beyond 24 hours, i.e., If John was paused for 8h 15m in 4 queues then it would show a total pause of 33h. If they were never paused, this field will be blank.
    • Agent availability — Complete only
    Shows the amount of time an agent was logged in each day, including when they started, when they paused, and when they logged out of a queue. It only shows events once an agent has logged out (creating a closed event). This view will not currently show real-time updates of an agent's availability. To see an agent's real-time status, view the supervisor dashboard.