HELP FILE

What is the analytics page?

This page helps key stakeholders analyze performance within the last 90 days and drive data-supported changes to operations by providing reports that can be filtered by a specific queue(s), date, and time. Please allow up to 12 hours for the latest data to display.

Contact Summary Report

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This report tracks queue totals and aggregate statistics for the selected queue(s) and date range. These results focus on queue performance and the resulting impact on customer satisfaction.

Metric Description
Average Speed of Answer (ASA) Average time a contact waits for an agent in the queue for the selected queue(s) and date range.
Average Talk Time (ATT) Average time an attended contact speaks with an agent for the selected queue(s) and date range.
Average Handle Time (AHT) Average time used to attend to a contact for the selected queue(s) and date range (time in queue + talk time + wrap time).
Contact Resolution Totals Contact resolution totals for the selected queue(s) and date range.
Contact Summary By Date Data used to create the ASA, AHT, ATT, and contact resolution totals for the selected queue(s) and date range. Here are the resolution types:
  • Handled — Number of contacts attended by agents.
  • Timed Out — Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Timeout Queue node setting.
  • Abandoned — Number of contacts that left the queue (hung up) before being attended by an agent.
  • Failed — Number of contacts that were removed from the queue unexpectedly while waiting to be attended by an agent. The ultimate state of the contact is unknown.
  • Evicted — Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Remove callers when queue has no agents call queue setting.

Contact Resolution Report

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This report tracks the contact resolution counts for the selected queue(s) and date range. This shows how a contact that entered a queue was ultimately resolved.

Metric Description
Abandoned Number of contacts that left the queue (hung up) before being attended by an agent.
Timed Out Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Timeout Queue node setting.
Handled Number of contacts attended by agents.
Contact Resolution By Date Data used to create the Contact Resolution Totals chart for the selected queue(s) and date range.
Tip:
  • Hover over data points to view more details.
  • Click the contact resolution types to display/hide line charts.
  • To export historical Agent or Contact data (e.g. view performance from today compared to last year), navigate to the Data Mart page.

Agent Summary Report

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This report tracks agent totals and aggregate statistics for the selected queue(s), date range, and agent(s). These results focus on agent performance.

Metric Description
Handled Contacts Number of contacts attended by agents for the selected queue(s), date range, and agent(s).
Average Talk Time (ATT) Average time an attended contact speaks with an agent for the selected queue(s), date range, and agent(s).
Total Talk Time (TTT) Total talk time an attended contact speaks with an agent for the selected queue(s), date range, and agent(s).
Agent Summary Shows Handled Contacts, Missed Contacts, ATT, and TTT totals for the selected queue(s), date range, and agent(s), broken down by agent. This data is used to calculate the summary totals in the agent summary dashboard.
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.

Abandoned Calls Report

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This report tracks the average time a contact waits for an agent in the queue before hanging up for the selected queue(s) and date range. A threshold can be used to set performance expectation targets for agents and/or measure the impact to customer satisfaction due to long wait times in the queue. Hover over data points to view more details.

Average Speed of Answer (ASA) Report

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This report tracks the average time a contact waits for an agent in the queue for the selected queue(s) and date range. Averages are calculated over the selected time frame.

Account Usage

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This report displays queue usage as it relates to pricing for Contact Center. It displays your month to date usage as well as your average monthly usage so that you can evaluate available pricing tiers. Charges are only applied for the time a call spends unattended in a queue and the time the attended contact spends with an agent. There are no charges for wrap time or calls that did not originate within a queue.

Agent Effectiveness

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This report tracks agent performance through a variety of metrics for the selected queue(s), date range, agent(s), and call type. Click here for more information.