View predictive routing queue impact report
This report enables you to view predictive routing performance for a collection of KPIs in addition to the target KPI. For an extensive and complete view of predictive routing performance, additional KPIs (as seen in the KPI table below) can be used for reporting purposes together with the main KPI that is optimized by predictive routing. This view shows the potential impact of predictive routing on additional KPIs. This is done by reporting the differences in the KPI values across predictive and non-Predictive interactions handled by the queues during the reporting period. Refer to the Available Columns section below for the definition of predictive and non-predictive interactions.
To view details about a specific queue report go to Performance > Workspace > Predictive routing. From the list provided click the name of the specific queue, and click the Impact tab.
The following details are displayed for each impact report.
|Average Handle Time||
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 number of transfers compared to the total number of interactions answered.
Calculated by: (Number of transfers / Number of Answered Interactions) * 100
|Average Wait Time||
The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.
Calculated by: Total Wait Time / Number of Interactions
|Over SLA||Number of interactions that were over the defined Service Level.|
Customize the view
Customize the predictive routing queue impact report to show only certain data. Your customizations remain as you navigate from view to view or leave and return to a view. 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 filter by media type, click the Filter icon.
- Select the media type.
The selected media type icon is displayed above the column headers.
Your customizations determine which columns the view shows.
|KPI||The KPI that is set for the queue, and a collection of KPIs in addition to the set KPI. See Supported KPIs.|
|Difference||The change in the KPI value. The value is determined by subtracting the average KPI value for predictive interactions from the non-predictive interactions.|
Shows the changes in the KPI value under the Difference column. The value is shown as a % of the KPI value displayed under the Non-Predictive column.
The direction of the arrow next to the report details indicates an increase or a decrease of the KPI value. The color of the arrow indicates the nature of the impact.
|Media Type||The type of media used.|
|Predictive||Indicates the average KPI value of all the interactions handled by the queue during the reporting period, and filtered based on the following interaction details:
|Non Predictive||Indicates the average KPI value of all the interactions handled by the queue during the reporting period, and categorized based on following criteria:
For more information about the Routing Used and Routing Requested filters see the Filter by Interaction details section in the Interactions view.