Table 85. Project Segments Report
| Column
|
Description
|
Table
|
Calculation
|
| Interaction Summary
|
The rows under this area show the statistics for the interactions that were recorded during this reporting period.
|
| Average Hold Time (AHT)
|
The average time that customers spent on hold.
|
HistoryActions
|
(total hold time) divided by (total number of hold segments)
|
| Average Speed of Answer (ASA)
|
The average time that customers spent waiting in a queue for an agent, including ring time.
|
HistoryActions
|
(total time in queue) divided by (total number of answered segments)
|
| Average Talk Time (ATT)
|
The average time that agents spent talking with customers.
|
HistoryActions
|
(total talk time) divided by (total number of answered segments)
|
| Average Wrap Up Time (AWT)
|
The average time that agents spent wrapping up a concluded interaction.
|
HistoryActions
|
(total wrap-up time) divided by (total number of answered segments that went to wrap-up)
|
| Longest Wait to Answer Time
|
The longest time spent by any customer waiting in a queue for an agent, including the ring time.
|
HistoryActions
|
Not applicable
|
| Shortest Wait to Answer Time
|
The shortest time spent by any customer waiting in a queue for an agent, including the ring time.
|
HistoryActions
|
Not applicable
|
| Total Hold Time
|
The total time customers spent on hold.
|
HistoryActions
|
Not applicable
|
| Total Segments Received
|
The total number of interactions that occurred for the specified period and project.
|
HistoryActions
|
Not applicable
|
| Total Wait To Answer Time
|
The total time that all customers spent in a queue (including the ring time) for the specified period.
|
HistoryActions
|
Not applicable
|
| Total Talk Time
|
The total time agents spent talking with customers (for the specified period).
|
HistoryActions
|
(talk time)
|
| Total Wrap-up Time
|
The total time that all agents spent in the wrap-up state while wrapping up concluded interactions.
|
HistoryActions
|
Not applicable
|
| Total Enter IVR
|
The total interactions that entered IVR.
|
HistoryActions
|
Not applicable
|
| Total IVR Time
|
The total time that all customers spent in IVR, for the specified time.
|
HistoryActions
|
Not applicable
|
| Average Time in IVR
|
The average time that all customers spent in IVR, for the specified time.
|
HistoryActions
|
Not applicable
|
| Interaction Type Summary
|
| Chat
|
The total number of chat interactions.
|
HistoryActions
|
Not applicable
|
| Inbound Calls
|
The total number of inbound call interactions.
NOTE: If a Direct Inward Dialing number (DID) was set for an agent, then direct inbound calls are not included in reports.
|
HistoryActions
|
Not applicable
|
| Outbound Calls
|
The total number of calls made by agents directly to outside numbers.
|
HistoryActions
|
Not applicable
|
| Predictive
|
The total number of predictive calls made during the specified period.
|
HistoryActions
|
Not applicable
|
| Preview
|
The total number of preview calls made during the specified period.
|
HistoryActions
|
Not applicable
|
| Total
|
The total number of all interaction types recorded during this reported period.
|
HistoryActions
|
Not applicable
|
| Web Callback
|
The total number of Web callbacks that were made during the specified period.
|
HistoryActions
|
Not applicable
|
| Workgroup Email
|
The total number of workgroup emails that were made during the specified period.
|
HistoryActions
|
Not applicable
|
