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Daily Project Performance Report

The Daily Project Performance Report shows call center activity by call number and type, time measurements of call center activity, and service-level performance against the preset thresholds.

NOTE:  You can also configure this report to show all activity by all projects or for selected individual projects.

NOTE:  If the project name is too long for the space provided within the report, only part of the name appears. If all the project names cannot be displayed at the top of the report, the additional project names appear at the bottom of the report.

The report includes three sections:

Call Measures

The Call Measures Area tracks call type, calls offered, calls answered, and the percentage of calls answered before and after the specified threshold.

Table 91 describes the elements in the Call Measure Area of the Daily Project Performance Report, the corresponding tables, and the formula used in the calculation (where applicable).

Table 91. Call Measures Area of Daily Project Performance Report
Item
Description
Table
Calculation

Total In

Represents the total of incoming calls.
  • Project Stats
  • TotalInCalls

Calculate the sum of (TotInCalls).

Total Out

Represents the total of outgoing calls.
  • Projectstats
  • TotalOutCalls

Calculate the sum of (TotOutCalls).

Internal In

Represents the total of internal extension calls.
  • ProjectStats
  • TotInternalInCalls

Calculate the sum of (TotInternalInCalls).

Internal Out

Represents the total of outgoing extension calls.
  • ProjectStats
  • TotalInternalOut

Calculate the sum of (TotInternalOutCalls).

Ans ACD

Represents the total of ACD calls answered.
  • ProjectStats
  • TotalABUACDCalls

Calculate the sum of (TotABUACDCalls).

Off ACD

Represents the total of ACD calls offered by the project to the workgroup.
  • ProjectStats
  • TotACDCalls

Calculate the sum of (TotACDCalls).

Abdn ACD

Represents the total of ACD calls abandoned.
  • ProjectStats
  • TotAbanACDCalls

Calculate the sum of (TotAbanACDCalls).

Ref ACD

Represents the total of ACD calls refused.
  • ProjectStats
  • TotRefusedACDCalls

Calculate the sum of (TotRefusedACDCalls).

Total <date>

For each day of a project, this number is the total amount for each item in the call measures category.
  • ProjectStats

Not applicable.

Total <Project Name>

For each project, this number is the total amount for each item in the call measures category, for all days.
  • ProjectStats

Not applicable.

Grand Total

The total for each item in Call Measures category, for all projects.
  • ProjectStats

Not applicable.

Time Measures

The Time Measures (Avg) Area shows the average time for the key statistical areas.

Table 92 describes the elements of the Time Measure Area of the Daily Project Performance Report, the corresponding tables, and the formula used in the calculation (where applicable).

Table 92. Time Measures (AVG) Area of Daily Project Performance Report
Item
Description
Table
Calculation

Talktime ACD Duration

Represents the average talk time for all ACD calls in the project.
  • ProjectStats
  • TimeTalkACDCalls

Calculate the sum of (TimeTalkACDCalls) divided by the sum of (TotACDCalls).

Talktime Out Duration

Represents the average talk time for all outbound calls.
  • ProjectStats
  • TotTimeOutCalls

Calculate the sum of (TotTimeOutCalls) divided by the sum of (TotOutCalls).

ABDN ACD Duration

Represents the average time that callers waited before abandoning a call.
  • ProjectStats
  • TimeAbanACDCalls

Calculate the sum of (TimeAbanACDCalls) divided by the sum of (TotAbanACDCalls).

Wrap ACD Duration

Represents the average wrap-up time for ACD calls.
  • ProjectStats
  • TimeWrapACDCalls

Calculate the sum of (TimeWrapACDCalls) divided by the sum of (TotWrapACDCalls).

Max ABND

Longest time an ACD call was in the queue before abandoning the call.
  • ProjectStats
  • MaxTAbanACD

Max (MaxTAbanACDCalls).

Total <Project Name>

Represents the average time for each item for the project, except Max, ABND ACD (Abandoned ACD), which represents the maximum wait to abandon element for the project.
  • ProjectStats

Not applicable.

Grand Total

Represents the average time for each item for all projects, except Max, ABND ACD (Abandoned ACD), which represents the maximum wait to abandon element for all projects.
  • ProjectStats

Not applicable.

Average Speed to Answer

The Average Speed to Answer (ASA) Area shows the average time for the project to receive ACD calls.

Table 93 describes the elements of the Average Speed to Answer Area of the Daily Project Performance Report, the corresponding tables, and the formula used in the calculation (where applicable).

Table 93. Average Speed to Answer Area of Daily Project Performance Report
Item
Description
Table
Calculation

ACD ASA

The average speed of answer (ASA) for ACD calls received by the project.
  • Ans2-300ACDCalls
  • TotACDCalls

Calculate the sum of (Ans2-300ACDCalls) divided by the sum of (TotAnsACDCalls).

Total <date>

The average speed of answer for ACD calls for the day.
  • ProjectStats

Not applicable.

<Project Name>

The average speed of answer for ACD calls for all days.
  • ProjectStats

Not applicable.

Grand Total

The average ACD ASA for all projects.
  • ProjectStats

Not applicable.

Published: 06 April 2009