Call Type Specific Report, Call Type, Day
Report Details
This is a description of the report.
| Detail | Description |
| Report Template Name | Call Type Specific Report, Call Type, Day |
| Template Filename | CTCTDY_SpecificInfo.rpt |
| Report Type | Call Type |
| Data Detail | Daily Rollup |
| Report Name | Call Type Specific Daily Report |
| Reference Number | 11CT |
Call Type Specific Daily Report Columns
These are the column descriptions for this report.
| Field Name | Description | Statistic Name | Statistic Formula |
| Total Calls Offered | The total number of calls offered to the call type. Included are calls that are queued as well as calls deflected from the call type due to violation of the switch’s threshold setting for the queue depth or queue time. | CallsOffered | CallsQ + CallsDeflected - CallsAbandShort |
| Total Calls Answd | The count of calls processed through the call guide and answered by agents selected by the ACD. | CallsAnsw | CallsAnswPriAcd + CallsAnswOverAcd + CallsAnswPriCti + CallsAnswOverCti |
| Total Calls Aband | The total number of calls abandoned from the call type during the current interval. | CallsAband | CallsAbandWithinThres + CallsAbandAfterThres |
| Total Calls Deflected | The total number of calls offered to the call guide that could not be accepted. | CallsDeflected | CallsDeflectDueQtime + CallsDeflectDueAltQTime + CallsDeflectDueQDepth + CallsDeflectDueAltQDepth |
| Avg Time In Queue | The average duration of time calls, offered and successfully accepted by the call guide, were in the call guide queue without an agent being selected by the ACD. | AvgTimeInQ | QDurCallsQ / CallsQ |
| Avg Speed of Answ | The average length of time that elapsed between the time that a call was offered to the call type and an agent picked up the call. | AvgSpeedOfAnsw | (QDurCallsAnsw + DurRingTimeAnsw) / CallsAnsw |
| Avg Talk Time | The average amount of time agents spent on the phone handling calls from this call type during the interval. | AvgTalkTime | DurCallsCustomer / CallsCustomer |
| Service Level Percent | The percentage of calls handled by the call type that were answered within the answer threshold assigned to the call type. | ServiceLevel | 100 * CallsAnswWithinThres / (CallsAnswAll + CallsAband + CallsAbortNoAgentsCti) |
Report
The following is an example of this report.
