Call Type Performance

This report measures how effectively inbound calls are being handled for each call type. What volume of calls are received? Is there an overflow? How many calls were handled and how many abandoned? How long are customers left waiting, and how many customers wait beyond the appropriate service level? How often must customers be put on hold? Does it take an appropriate amount of time to handle each call? How much time on a typical call is spent talking, keeping the customer on hold or wrapping the call?

There are versions of this report for each of the historical time intervals, which break down the data by call type & interval. This report uses a Call Type parameter set. It may be found in the following path: Root > Reports > Voice Reports for Cisco > {time interval}

The report is based on the Calls by Call Type model and includes the following columns.

Calls Offered

The number of calls offered to the Call Type during the report interval.

Calls Handled

The number of calls handled by agents during the report interval.

Calls Abandoned (All)

The total number of calls abandoned during the report interval while in VRU, while queued to skill groups at the agent desktop.

Note: This column does not include short calls.

Max Wait Time

Of all the calls that were answered or abandoned during the report interval, this is the longest time that any of those calls waited before being answered or abandoned.

Service Level

The number of calls answered or abandoned within service level during the report interval, expressed as a percentage of all calls answered or abandoned during the report interval.

Avg Speed to Answer

Of all the calls that were answered during the report interval, this is the average time that any of those calls waited before being answered.

Calls Held

The number of calls handled during the report interval that were put on hold at least once.

% Held

The number of calls handled during the report interval that were put on hold at least once, expressed as a percentage of the number of calls handled during the report interval.

Overflow Out

The number of calls that were overflowed to another call type during the report interval.

RONA

Redirected On No Answer – the number of calls that were redirected during the report interval, after they rang at an agent’s phone and the agent failed to answer.

Short Calls

The number of calls answered by an agent during the report interval where the call duration fell short of the Abandoned Call Wait Time, and calls which were routed to non-Agent targets and/or were redirected during the report interval.

% Handled

The number of calls handled during the report interval, expressed as a percentage of the number of calls offered during the report interval.

Avg Handle Time

Of all the calls that ended (completed wrap) during the report interval, this is the average handle time, which includes talk time, hold time and wrap time.

Avg Talk Time

Of all the calls that ended (completed wrap) during the report interval, this is the average time that the agent and the customer spent talking.

Avg Hold Time

Of all the calls that ended (completed wrap) during the report interval, this is the average time that the customer spent on hold.

Avg Wrap Time

Of all the calls that ended (completed wrap) during the report interval, this is the average time that the agent spent in wrap.