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Daily User Performance Report

The Daily User Performance Report shows contact center activity by call number and type, time measurements of contact center activity, and service level performance compared to the preset thresholds.

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

Parts of the Daily User Performance Report

This topic describes the various parts of the Daily User Performance Report:

  • Dates. The period between the start and end dates.
  • Projects. The project names selected from the Contents - Projects tab.

    • NOTE:  If the project name is too long for the space provided within the report, only part of the name appears. If the report includes more projects than there is room to display at the top of the report, more project names appear at the bottom of the report.

  • Report Printed On. The date and time, based on the time zone selection.
  • Page 1 of x. Where x indicates the total number of pages.

The report includes three areas:

Call Measures Area

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

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

Table 105. Call Measures Area of Daily User Performance Report
Item
Description
Table
Calculation

Total In

Total of incoming calls

The corresponding tables include:

  • Project Stats
  • TotalInCalls

Calculate the sum of (TotInCalls)

Total Out

Total of outgoing calls

The corresponding tables include:

  • Projectstats
  • TotalOutCalls

Calculate the sum of (TotOutCalls)

Internal In

Total of internal extension Calls

The corresponding tables include:

  • ProjectStats
  • TotInternalInCalls

Calculate the sum of (TotInternalInCalls)

Internal Out

Total of outgoing extension calls

The corresponding tables include:

  • ProjectStats
  • TotalInternalOut

Calculate the sum of (TotInternalOutCalls)

Ans ACD

Total of ACD calls answered

The corresponding tables include:

  • ProjectStats
  • TotalABUACDCalls

Calculate the sum of (TotABUACDCalls)

Off ACD

Total of ACD calls offered by the project to the workgroup.

The corresponding tables include:

  • ProjectStats
  • TotACDCalls

Calculate the sum of (TotACDCalls)

Abdn ACD

Total of ACD calls abandoned

The corresponding tables include:

  • ProjectStats
  • TotAbanACDCalls

Calculate the sum of (TotAbanACDCalls)

Ref ACD

Total of ACD calls refused

The corresponding tables include:

  • 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 Area

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

Table 92 describes the elements in the Time Measures Area of the Daily User Performance Report, and the formula used in the calculation (where applicable).

Table 106. Time Measures (AVG) Area of Daily User Performance Report
Item
Description
Table
Calculation

Talktime ACD Duration

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

The corresponding tables include:

  • 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.

The corresponding tables include:

  • 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.

The corresponding tables include:

  • 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.

The corresponding tables include:

  • ProjectStats
  • TimeWrapACDCalls

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

Max ABND

Represents the maximum amount of time an ACD call was in the queue before abandoning the call.

The corresponding tables include:

  • ProjectStats
  • MaxTAbanACD

Max(MaxTAbanACDCalls).

Total <date>

For each day of a project, this time is the total duration for each Time Measures item.

ProjectStats

Not applicable.

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 Area

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

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

Table 107. Average Speed to Answer Area of Daily User Performance Report
Item
Description
Table
Calculation

ACD ASA

The average speed of answer for ACD calls received by the project.

The corresponding tables include:

  • Ans2-300ACDCalls
  • TotACDCalls

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

Total <date>

Average speed of answer for ACD calls for the day.

ProjectStats

Not applicable

<Project Name>

Average speed of answer for ACD calls for all days.

ProjectStats

Not applicable

Grand Total

Average ACD ASA for all projects.

ProjectStats

Not applicable

Published: 06 April 2009