DNIS Performance view
The following permissions:
- Analytics > Conversation Aggregate > View
- Routing > Queue > View
- UI > Supervisor DNIS Performance > View
- UI > Supervisor Queue Details > View
The DNIS Performance view displays statistics for inbound calls based on the DNIS a customer dials to reach your contact center. These statistics can help supervisors determine performance issues with a specific DNIS number in one or multiple queues.
To see the view, go to Performance > DNIS Performance. To see a breakdown of metrics by interval for a specific DNIS number, click that DNIS to go to it’s DNIS Performance Detail view.
This view does not update automatically. To see the most current data, click Refresh .
To save the view with your filter and column settings, click Save .
To export the data in the view, click Export .
View queues in a DNIS
To see the queues and related metrics for a DNIS, click in the DNIS number’s row. The queues and their data display under the DNIS number’s row.
For more information about a queue, click the queue name. The Queue Performance Detail view for that queue opens with the DNIS and Direction: Inbound filters active to represent the DNIS.
Customize the view
Customize the DNIS Performance view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.
To use date filters to customize analytics views:
- Click the icon for a date filter.
- Click a view option for the chosen date filter.
The view displays data for the selected date filter.
If the view updates automatically and the selected date filter includes the current interval, then PureCloud refreshes the view every 30 minutes to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.
Day: Shows data for a single 24-hour day.
Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display.
Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.
Week: Shows data for a Sunday through Saturday time period.
Previous 7 days: Shows data for the previous seven days, with today being the seventh day.
Day: Shows data for the exact month with no extra days.
Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.
|Custom date range||Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click|
To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.
To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time.
To show or hide columns, click + and then select the columns you want to view.
To rearrange columns, click a column header and drag it.
Enter the full DNIS number you want to view in the Filter by full DNIS field.
- Enter only the DNIS number, including the country code. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
- Enter the full DNIS number, such as 13172223333. The filter cannot search for a partial DNIS number.
To view aggregate data about a group of selected users, filter for more than one DNIS filter and click View as group. PureCloud displays the DNIS Performance Detail view with aggregate data for the DNIS numbers you selected.
To filter by information about the interaction, click the Filter button.
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.
Your customizations determine which metric columns the view shows.
|DNIS||The number dialed by the calling party.|
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
|Answered (in Answered % column)||
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 or 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 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 Time to Answer / Number Answered
|Service Level %||
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
Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs and do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.
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 total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
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.
In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.
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
Note: ACW for callback interactions is always zero.
The total amount of time agents spend 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)
Amount of time spent interacting on a media type.
The cumulative hold time for all interactions.
The total time spent in after-call work (ACW). 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.