DNIS Performance Detail view

Shows data for the current 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

Shows data for a 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

Displays metrics for interactions associated with the selected queues.

Filter for multiple queues at one time by entering other queues and searching again.

Displays metrics for interactions with agents who have the selected skills.

Filter for multiple skills at one time by entering other skills and searching again.

Displays metrics for interactions with agents who have the selected languages.

Filter for multiple languages at one time by entering other languages and searching again.

Displays metrics for interactions associated with the selected users.

Filter for multiple users at one time by entering other users and searching again.

To see and select inactive users in the User filter search, select Include inactive users.

Displays information for interactions that have the selected wrap-up codes.

Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.

The initial direction of the interaction, such as inbound or outbound.

The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.

Displays the routing method that was used to get to the agent who answered the interaction.

The routing data is relevant beginning September 5, 2020.

Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out.

The routing data is relevant beginning September 5, 2020.

Displays information for interactions that have the External Tag attached to the conversation record.

Displays information about interactions associated with the selected external contact. You can filter for:

• Contact name
• Address
• Phone number
• Email address
• Organization name
• Custom fields  

When you filter by external contact, the contact name is displayed with the associated organization name. 

Filter for multiple external contacts at one time by entering another contact and searching again.

Displays information about interactions associated with the selected external organization. You can filter for:

• Organization name
• Address
• Phone number
• Custom fields

Filter for multiple external organizations at one time by entering another organization and searching again.

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. 

The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

Include Flowouts in Calculation

Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100
Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.

Include Short Abandons in Calculation

Admins can also choose to include short abandons in the calculation. For more information, see Configure the service level calculation. If you include short abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions - number of short abandoned interactions) *100.

Include Abandons in Calculation

The default service level calculation includes abandoned interactions. Admins can also choose to exclude abandons in the calculation. For more information, see Configure the service level calculation. If you exclude abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions) *100.

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

The number of times interactions entered an IVR. An interaction can enter an IVR more than one time.

The average amount of time interactions that enter an IVR stay in an IVR.

Calculated by (Total IVR time / number of interactions with IVR)

The total amount of time that interactions spent in IVRs.

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

The total number of segments where an agent spent time talking/interacting on a conversation

The cumulative hold time for all interactions.

The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

The number of interactions with holds.

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / interactions answered) * 100

The maximum time of an abandoned interaction for the selected interval.

The minimum time of an abandoned interaction for the selected interval.

The maximum amount of time spent waiting in queue for the selected interval. 

The minimum amount of time spent waiting in queue for the selected interval.

The maximum amount of time spent interacting for the selected interval.

The minimum amount of time spent interacting for the selected interval.

The maximum amount of time spent on hold for the selected interval. 

The minimum amount of time spent on hold for the selected interval.

The maximum amount of time spent on after call work for the selected interval.

The minimum amount of time spent on after call work for the selected interval.

Number of interactions that were over the defined Service Level.

Number of interactions that met the defined service level.

Number of interactions that were short abandoned.

Percent of interactions that were short abandoned.

Number of abandons excluding the short abandons.

Percent of abandons excluding the short abandons.

Attempted outbound interactions for Dialer campaigns.

Count of voicemails received.

Abandon

The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

ACW

The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

Max Handle

The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

Min Handle

The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

Max IVR

The maximum amount of time interactions that enter an IVR stay in an IVR.

Min IVR

The minimum amount of time interactions that enter an IVR stay in an IVR.

Talk

The number sessions where user(s) interacted during conversations.  A session includes the point where the agent joins the conversation to the point where they disconnect. 

Total Abandon

The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.

Total Wait

The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.

Wait

The number of interactions that waited in the queue.

Avg Flow Out

The average amount of time an interaction spends in queue before it flows out.

Calculated by: Total Flow Out Time / Count of interactions with flow-outs

For more information, see Queues Performance Summary view.

Max Flow Out

The maximum amount of time an interaction spends in queue before it flows out.

For more information, see Queues Performance Summary view.

Min Flow Out

The minimum amount of time an interaction spends in queue before it flows out.

For more information, see Queues Performance Summary view.