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Interval Workgroup Performance Report

This topic describes the Interval Workgroup Performance Report. The Interval Workgroup Performance Report tracks workgroup activity in 15-minute intervals. It contains the following statistics:

  • Number, type, and disposition of calls
  • Service levels
  • Collective time in ACD states
  • Agent login activity and visibility into ACD states

Interval Workgroup Performance Report

This topic describes the different parts of the Interval Workgroup Performance Report:

  • Date(s). The period between the start and end date.
  • Within Hours. The period in hours that the report covers.
  • Workgroup(s). The name of the workgroups identified in the Content tab.
  • 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 Workgroup Performance Report has five areas:

Calls Area

The Calls Area tracks the number and type of calls offered, the disposition of the call (answered, refused, abandoned, and so on), and the service level of the workgroup compared with its preset threshold.

Table 94 describes the Calls Area fields, tables, and formulas used in the calculations (where applicable) of the Interval Workgroup Performance Report.

Table 94. Interval Workgroup Performance Report
Field
Description
Table
Calculation

Time

Represents the beginning of 15-minute interval.

The corresponding tables include:

  • Workgroup Stats
  • StartIntervalTime

Not applicable.

ACD In

Represents the total number of ACD calls offered within the interval.

The corresponding tables include:

  • Workgroup Stats
  • TotAbuACDCalls

Calculate the sum of (TotAbuACDCalls).

Abn ACD

Represents the total number of abandoned ACD calls within the interval.

The corresponding tables include:

  • Workgroup Stats
  • TotAbanACDCalls

Calculate the sum of (TotAbanACDCalls).

Ref ACD

Represents the total number of refused ACD calls during the interval. (ACD calls offered to the workgroup and not accepted.)

The corresponding tables include:

  • Workgroup Stats
  • TotRefusedACDCalls

Calculate the sum of (TotRefusedACDCalls).

Wrap ACD

Represents the total number of calls that went into wrap-up mode during the interval.

The corresponding tables include:

  • Workgroup Stats
  • TotWrapACDCalls

Calculate the sum of (TotWrapACDCalls).

ACD Xfered In

The number of ACD calls that were transferred into a workgroup during the interval.

The corresponding tables include:

  • WorkgroupStats
  • TrxIn

Calculate the sum of (TrxIn).

ACD Xfered Out

The number of ACD calls that were transferred out of the workgroup during the interval.

The corresponding tables include:

  • WorkgroupStats
  • TrxOut

Calculate the sum of (TrxOut).

ACD OVR In

The number of calls that were offered by overflowed conditions to the workgroup.

The corresponding tables include:

  • WorkgroupStats
  • TotOVinACDCalls

Calculate the sum of (TotOVinACDCalls).

ACD OVR Out

The number of calls that met the overflow criteria (although not necessarily answered by another workgroup).

The corresponding tables include:

  • WorkgroupStats
  • TotOVOutACDCalls

Calculate the sum of (TotOvOutACDCalls).

Total

The total number or percentage of each call item, for each workgroup (during the requested period).

None

Not applicable.

Grand Total

The total number or percentage of each call item, for all selected workgroups combined (during the requested period).

None

Not applicable.

Service Level Area

The Service Level area describes the service level percentage for each call item, for each workgroup during a specified period.

Table 95 describes the fields, tables, and formulas used in the calculations (where applicable) in the TFS Area of the Interval Workgroup Performance Report

Table 95. Service Level area of the Interval Workgroup Performance Report
Field
Description
Table
Calculation

% Service Level

The percentage of calls answered by a workgroup compared to a target within the interval.

The corresponding tables include:

  • WorkgroupStats
  • Ans2-300ACDCalls
  • TotABUACD
  • Abn2-300ACDCalls

Calculate the sum (Ans2-300ACDCalls) divided by (SumTotABUACD) plus the sum of (TotAbn2-300ACDCalls).

Total

The average service-level percentage for each call item, for each workgroup (during the requested period).

None

Not applicable.

Grand Total

The average service-level percentage for each call item, for all selected workgroups combined (during the requested period).

None

Not applicable.

.

Time (Totals) Area

The Time (Totals) Area tracks the time that agents were logged in during the interval, the cumulative time spent in the different ACD States (Busy, Available, On Break), Maximum Abandon and Answer Delay, and the Average Speed of Answer (ASA).

Table 96 describes the Time (Totals) Area fields, tables, and formulas used in the calculations (where applicable) of the Interval Workgroup Performance Report.

Table 96. Time (Totals) of the Interval Workgroup Performance Report
Field
Description
Table
Calculation

Logged In

Represents the cumulative total time users were logged in during the interval.

The corresponding tables include:

  • Workgroup Stats
  • TimeUsersLoggedIn

Calculate the sum of (TimeUsersLoggedIn).

Busy

The cumulative total time users spent in the Busy state during the interval.

The corresponding tables include:

  • Workgroup Stats
  • TimeUsersBusy

Calculate the sum of (TimeUsersBusy).

Avail

The cumulative total time users spent in the Available state during the interval.

The corresponding tables include:

  • WorkgroupStats
  • TimeUsersAvailable

Calculate the sum of (TimeUsersAvailable).

On Break

The cumulative total time users spent in the On Break state during the interval.

The corresponding tables include:

  • Workgroup Stats
  • TimeUsersOnBrea

Calculate the sum of (TimeUsersOnBreak).

Max Answer Delay

Represents the maximum time to answer a call during the interval.

The corresponding tables include:

  • WorkgroupStats
  • MaxTABUACDCalls

Calculate the sum of (MaxTABUACDCalls).

Max Abandon Delay

Represents the maximum time before the caller abandoned the call during the interval.

The corresponding tables include:

  • WorkgroupStats
  • MaxTAbanACDCalls

Calculate the sum of (MaxTAbanACDCalls).

ACD ASA

The average speed of answer during the interval.

The corresponding tables include:

  • WorkgroupStats
  • AnsPreThre
  • TotACDCalls

Calculate the sum of (TimeABUACDCalls) divided by TotACDCalls.

Total

The average total time for each Time field (except Max Answer Delay and Max Abandon Delay), for all workgroups combined (during the requested period).

None

Not applicable.

Total <date>

The average time for each time field (except Max Answer Delay and Max Abandoned Delay) for the day.

None

Not applicable.

Grand Total

The average time for each time field for all workgroups combined during the requested period.

None

Not applicable.

Handled Time Area

The Handled Time Area tracks the total and average ACD talk time.

Table 97 describes the Handled Time Area fields, tables, and formulas used in the calculations (where applicable) of the Interval Workgroup Performance Report.

Table 97. Handled Time Area of the Interval Workgroup Performance Report
Field
Description
Table
Calculation

Total ACD Talk Time

Represents the total talk time (including hold time) for ACD calls during the interval.

The corresponding tables include:

  • WorkgroupStats
  • TimeTalkACDCalls

Calculate the sum of (TimeTalkACDCalls).

Avg ACD Talk Time

The average talk time (including hold time) for ACD calls during the interval.

The corresponding tables include:

  • WorkgroupStats
  • TimeTalkACDCalls
  • TotABUACDCalls

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

Total Wrap Time

The total time that users are in the wrap-up state for this workgroup for the interval.

The corresponding tables include:

  • WorkgroupStats
  • TimeWrapACDCalls

Calculate the sum of (TimeWrapACDCalls).

Avg Wrap Time

The average wrap-up time for each call.

The corresponding tables include:

  • WorkgroupStats
  • TimeWrapACDCalls
  • TotWrapACDCalls

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

Total

The total and average amount of time, for each Talk Time field, for each workgroup (during the requested period).

None

Not applicable.

Grand Total

The total and average amount of time, for each Talk Time field, for all workgroups combined (during the requested period).

None

Not applicable.

User Defined Threshold Area

The User Defined Threshold Area tracks activity and performance thresholds.

Table 98 describes the User Defined Threshold Area fields, tables, and formulas used in the calculations (where applicable) of the Interval Workgroup Performance Report.

Table 98. User Defined Threshold Area of the Interval Workgroup Performance Report
Field
Description
Table
Calculation

% Ans Pre Thresh

The percentage of ACD calls that were answered (Ans) within (less than) the user-defined threshold within the daily group.

The corresponding tables include:

  • Ans2ACDCall
  • Ans300ACDCalls
  • TotAbuACDCalls

(where Abu indicates Answered By the User)

Calculate the sum of (Ans2ACDCalls - Ans300ACDCalls) divided by the sum of (TotAbuACDCalls).

Ans Post Thresh

The number of ACD calls that were answered (Ans) after (greater than) the user-defined threshold within the daily group.

The corresponding tables include:

  • Ans2ACDCalls
  • Ans300ACDCalls

Calculate the sum of (Ans2ACDCalls - Ans300ACDCalls).

% AnsPost Thresh

The percentage of ACD calls that were answered (Ans) after (greater than) the user-defined threshold within the daily group.

The corresponding tables include:

  • Ans2ACDCalls
  • Ans300ACDCalls
  • TotAbuACDCalls

Calculate the sum of (Ans2ACDCalls - Ans300ACDCalls) divided by the sum of (TotAbuACDCalls).

Abn Pre Thresh

The number of ACD calls that were abandoned (Abnd) before (less than) the user-defined threshold within the daily group.

The corresponding tables include:

  • Abnd2ACDCalls-Abnd300ACDCalls
  • TotAbndACDCalls

Calculate the sum of (Abnd2ACDCalls - Abnd300ACDCalls).

% Abn Pre Thresh

The percentage of ACD calls that were abandoned (Abnd) before (less than) the user-defined threshold within the daily group.

The corresponding tables include:

  • Abnd2ACDCalls-Abnd300ACDCalls
  • TotAbndACDCalls

Calculate the sum of (Abnd2ACDCalls - Abnd300ACDCalls) divided by the sum of (TotAbndACDCalls).

Abn Post Thresh

The number of ACD calls that were abandoned after (greater than) the user-defined threshold within the daily group.

The corresponding tables include:

  • Abnd2ACDCalls-Abnd300ACDCalls
  • TotAbndACDCalls

Calculate the sum of (Abnd2ACDCalls-Abnd300ACDCalls).

% Abn Post Thresh

The percentage of ACD calls that were abandoned after (greater than) the user-defined threshold within the daily group.

The corresponding tables include:

  • Abnd2ACDCalls-300ACDCalls
  • TotAbndACDCalls

Calculate the sum of (Abn2 minus 300ACDCalls) divided by the sum of (TotAbndACDcalls).

Custom Service Level

The percentage of calls that were answered within n seconds (where x is a Service Level time factor defined as a variable for the report).

The corresponding tables include:

  • Ans2ACDCalls-Ans300ACDCalls
  • TotAbuACDCalls
  • Abnd2ACDCalls-Abnd300ACDCalls

Calculate the sum of (Ans2ACDCalls - Ans300ACDCalls) divided by the sum of (TotAbuACDCalls) plus the sum of (Abnd2ACDCalls - Abnd300ACDCalls).

Total

The total number or percentage of each field for the workgroup.

None

Not applicable.

Grand Total

The total number or percentage for each field for all workgroups.

None

Not applicable.

Service Level

The Service Level Area describes the service-level percentage for each call item, for each workgroup during a specified period.

Table 99 describes the Service Level Area fields, tables, and formulas used in the calculations (where applicable) of the Interval Workgroup Performance Report

Table 99. Service Level Area of the Interval Workgroup Performance Report
Field
Description
Table
Calculation

Total

The average service-level percentage for each call item, for each workgroup (during the requested period).

None

Not applicable.

Grand Total

The average service-level percentage for each call item, for all selected workgroups combined (during the requested period).

None

Not applicable.

.

Time (Totals)

The Time (Totals) Area tracks the time that agents were logged in during the interval, the cumulative time spent in the different ACD States (Busy, Available, On Break), Maximum Abandon and Answer Delay, and the Average Speed of Answer (ASA).

Table 100 describes the Time (Totals) Area fields, tables, and formulas used in the calculations (where applicable) of the Interval Workgroup Performance Report.

Table 100. Time (Totals) Area of the Interval Workgroup Performance Report
Field
Description
Table
Calculation

Logged In

The cumulative total time users were logged in during the interval.
  • Workgroup Stats
  • TimeUsersLoggedIn

Calculate the sum of (TimeUsersLoggedIn).

Busy

The cumulative total time users spent in the Busy state during the interval.
  • Workgroup Stats
  • TimeUsersBusy

Calculate the sum of (TimeUsersBusy).

Avail

The cumulative total time users spent in the Available state during the interval.
  • WorkgroupStats
  • TimeUsersAvailable

Calculate the sum of (TimeUsersAvailable).

On Break

The cumulative total time users spent in the On Break state during the interval.
  • Workgroup Stats
  • TimeUsersOnBrea

Calculate the sum of (TimeUsersOnBreak).

Max Answer Delay

The maximum time to answer a call during the interval.
  • WorkgroupStats
  • MaxTABUACDCalls

Calculate the sum of (MaxTABUACDCalls).

Max Abandon Delay

Maximum time before the caller abandoned the call during the interval.
  • WorkgroupStats
  • MaxTAbanACDCalls

Calculate the sum of (MaxTAbanACDCalls).

ACD ASA

Average speed of answer during the interval.
  • WorkgroupStats
  • AnsPreThre
  • TotACDCalls

Calculate the sum of (TimeABUACDCalls) divided by TotACDCalls.

Total

The average total time for each Time field (except Max Answer Delay and Max Abandon Delay), for all workgroups combined (during the requested period).

None

Not applicable.

Total <date>

The average time for each time field (except Max Answer Delay and Max Abandoned Delay) for the day.

None

Not applicable.

Grand Total

The average time for each time field for all workgroups combined during the requested period.

None

Not applicable.

Handled Time

The Handled Time Area tracks the total and average ACD Talk Time.

Table 101 describes the Handled Time Area fields, tables, and formulas used in the calculations (where applicable) of the Interval Workgroup Performance Report.

Table 101. Handled Time Area of the Interval Workgroup Performance Report
Field
Description
Table
Calculation

Total ACD Talk Time

The total talk time (including hold time) for ACD calls during the interval.
  • WorkgroupStats
  • TimeTalkACDCalls

Calculate the sum of (TimeTalkACDCalls).

Avg ACD Talk Time

The average talk time (including hold time) for ACD calls during the interval.
  • WorkgroupStats
  • TimeTalkACDCalls
  • TotABUACDCalls

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

Total Wrap Time

The total time that users are in the wrap-up state for this workgroup for the interval.
  • WorkgroupStats
  • TimeWrapACDCalls

Calculate the sum of (TimeWrapACDCalls).

Avg Wrap Time

The average wrap-up time for each call.
  • WorkgroupStats
  • TimeWrapACDCalls
  • TotWrapACDCalls

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

Total

The total and average amount of time, for each Talk Time field, for each workgroup (during the requested period).

None

Not applicable.

Grand Total

The total and average amount of time, for each Talk Time field, for all workgroups combined (during the requested period).

None

Not applicable.

User Defined Threshold

The User Defined Threshold Area tracks activity and performance thresholds.

Table 102 describes the User Defined Threshold Area fields, tables, and formulas used in the calculations (where applicable) of the Interval Workgroup Performance Report.

Table 102. User Defined Threshold Area of the Interval Workgroup Performance Report
Field
Description
Table
Calculation

Ans Pre Thresh

The number of ACD calls that were answered (Ans) within (less than) the user-defined threshold within the daily group.
  • Ans2ACDCalls-Ans300ACDCalls (where 2 is min. and 300 is max.)

Calculate the sum of (Ans2ACDCalls-Ans300ACDCalls).

% Ans Pre Thresh

The percentage of ACD calls that were answered (Ans) within (less than) the user-defined threshold within the daily group.
  • Ans2ACDCalls
  • Ans300ACDCalls
  • TotAbuACDCalls

(where Abu indicates Answered By the User)

Calculate the sum of (Ans2ACDCalls - Ans300ACDCalls) divided by the sum of (TotAbuACDCalls).

Ans Post Thresh

The number of ACD calls that were answered (Ans) after (greater than) the user-defined threshold within the daily group.

Ans2ACDCalls-Ans300ACDCalls

Calculate the sum of (Ans2ACDCalls - Ans300ACDCalls).

% AnsPost Thresh

The percentage of ACD calls that were answered (Ans) after (greater than) the user-defined threshold within the daily group.
  • Ans2ACDCalls-Ans300ACDCalls
  • TotAbuACDCalls

Calculate the sum of (Ans2ACDCalls-Ans300ACDCalls) divided by the sum of (TotAbuACDCalls).

Abn Pre Thresh

The number of ACD calls that were abandoned (Abnd) before (less than) the user-defined threshold within the daily group.
  • Abnd2ACDCalls-Abnd300ACDCalls
  • TotAbndACDCalls

Calculate the sum of (Abnd2ACDCalls-Abnd300ACDCalls).

% Abn Pre Thresh

The percentage of ACD calls that were abandoned (Abnd) before (less than) the user-defined threshold within the daily group.
  • Abnd2ACDCalls-Abnd300ACDCalls
  • TotAbndACDCalls

Calculate the sum of (Abnd2ACDCalls- Abnd300ACDCalls) divided by the sum of (TotAbndACDCalls).

Abn Post Thresh

The number of ACD calls that were abandoned after (greater than) the user-defined threshold within the daily group.
  • Abnd2ACDCalls-Abnd300ACDCalls
  • TotAbndACDCalls

Calculate the sum of (Abnd2ACDCalls-Abnd300ACDCalls).

% Abn Post Thresh

The percentage of ACD calls that were abandoned after (greater than) the user-defined threshold within the daily group.
  • Abnd2ACDCalls-300ACDCalls
  • TotAbndACDCalls

Calculate the sum of (Abnd2A-300ACDCalls) divided by the sum of (TotAbndACDcalls).

Custom Service Level

The percentage of calls that were answered within n seconds (where x is a Service Level time factor defined as a variable for the report).
  • Ans2ACDCalls-Ans300ACDCalls
  • TotAbuACDCalls
  • Abnd2ACDCalls-Abnd300ACDCalls

Calculate the sum of (Ans2ACDCalls-Ans300ACDCalls) divided by the sum of (TotAbuACDCalls) plus the sum of (Abnd2ACDCalls-Abnd300ACDCalls).

Total

The total number or percentage of each field for the workgroup.

None

Not applicable.

Grand Total

The total number or percentage for each field for all workgroups.

None

Not applicable.

Published: 06 April 2009