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Workgroup Productivity Reports

This topic describes the workgroup productivity reports. It includes the following information:

Outcome Statistic Report

For each interaction type, the Outcome Statistics Report shows the number of interactions that were assigned an outcome by agents at the end of each interaction. You can use this report to track the results of interactions based on the interaction type.

NOTE:  This report is available only if outcomes are defined.

Table 61 describes the Outcome Statistics Report and the corresponding tables.

Table 61. Outcome Statistics Report
Column
Description
Table

Callback

The number of ACD workgroup callback interactions that were assigned this outcome.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasCallback

Chat

The number of chat interactions that were assigned this outcome.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasACDChats

Inbound

The number of inbound interactions that were assigned this outcome by agents.

NOTE:  This number does not include calls routed through the ACD Server to an available workgroup agent.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasInbound

Outbound

The number of outbound interactions that were assigned this outcome by agents.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasOutbound

Outcome

Administrators can create a list of outcomes to describe the result of an interaction. Whether an agent is required to select an outcome is decided by the administrator. Example outcomes might include: Sale, Request for Literature, Request for Product Change, Order Pending, Order Placed, and so on.

Not applicable.

Predictive

The number of predictive interactions that were assigned this outcome by agents.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasPredictive

Preview

The number of preview interactions that were assigned this outcome by agents.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasPreview

Web Callback

This report shows how many Web callback interactions that were assigned this outcome by agents.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasWebCallback

Workgroup Calls

This report shows how many inbound telephone call interactions (routed to a workgroup) that were assigned this outcome by agents.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasACDCalls

Workgroup Emails

This report shows how many workgroup email interactions that were assigned this outcome by agents.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasEmails

Workgroup Fax

This report shows how many workgroup fax interactions that were assigned this outcome by agents.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasFaxes

Workgroup Voicemail

This report shows how many workgroup voicemail interactions that were assigned this outcome by agents.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasVoicemails

Total

The total number of interactions assigned this outcome.

Corresponding tables include:

  • HistoryActions
  • ReportsOutcomes
  • HasACDCalls

Workgroup Interval Time by Media Report

The Workgroup Interval Time by Media Type Report shows how many interactions of each media type your contact center receives at specific times of the day, during a specified period.

Each row of the report is dedicated to a single time interval, based on the value your administrator set up for this report. Therefore, selecting a start and end time for this report is slightly different from the procedure for other reports. For more information, see Report Start and End Times.

Table 62 describes the Workgroup Interval Time by Media Report and the corresponding tables.

Table 62. Workgroup Interval Time by Media Report
Column
Description
Table

Callback

The number of calls that were set to callback.

Corresponding tables include:

  • HistoryActions
  • ReportsACDInterval
  • HasCallback

Chat

The number of times an interaction is routed to a workgroup.

NOTE:  An interaction might be counted more than once.

Corresponding tables include:

  • HistoryActions
  • ReportsACDInterval
  • HasACDChat

Interval

The period of the report. You can set the length for each interval in the Set Interval Time field on the Content tab when creating the report definition. The total number of rows in the report is based on your specified Interval Time and the period of your report.

For example, the report would contain eight rows if the report was created for the period between 2:00 P.M. and 4:00 P.M. for a single day with interval times of 15 minutes.

Corresponding tables include:

  • HistoryActions
  • ReportsACDInterval
  • TimeInterval

Total

The total number of interactions received for the entire period.

NOTE:  The total interaction count does not increment unless an agent accepts the interaction.

Corresponding tables include:

  • HistoryActions
  • ReportsACDInterval
  • HasTotInteractions

Total

The total number of interactions received for each time interval.

NOTE:  The total interaction count does not increment unless an agent accepts the interaction.

Corresponding tables include:

  • HistoryActions
  • ReportsACDInterval
  • HasTotIntervalInteractions

Web Callback

The number of times an interaction is routed to a workgroup.

NOTE:  An interaction might be counted more than once.

Corresponding tables include:

  • HistoryActions
  • ReportsACDInterval
  • HasWebCallback

Workgroup Calls

The number of times an interaction is routed to a workgroup.

NOTE:  An interaction might be counted more than once.

Corresponding tables include:

  • HistoryActions
  • ReportsACDInterval
  • HasACDCalls

Workgroup Email

The number of times an interaction is routed to a workgroup.

NOTE:  An interaction might be counted more than once.

Corresponding tables include:

  • HistoryActions
  • ReportsACDInterval
  • HasACDEmail

Workgroup Fax

The number of times an interaction is routed to a workgroup.

NOTE:  An interaction might be counted more than once.

Corresponding tables include:

  • HistoryActions
  • ReportsACDInterval
  • HasACDFax

Workgroup Voicemail

The number of calls that were sent to voicemail.

Corresponding tables include:

  • HistoryActions
  • ReportsACDInterval
  • HasACDVoicemail

Workgroup Segments Report

The Workgroup Segments Report shows contact center use and agent performance for the projects and workgroups that you select. It includes the activity for all agents in a project or workgroup. This report includes interactions that were routed to workgroup agents by Automatic Call Distribution (ACD). This report does not include:

  • Calls made directly to an agent
  • Outbound calls made by an agent

This report contains the following information:

NOTE:  This report was formerly called: Workgroup Key Statistics Report.

Segment Events Area

The Segment Events area shows information for interactions received by the contact center.

Table 63 describes the various segment event items.

Table 63. Segment Events Items
Column
Description
Table

Abandoned

The number of workgroup interactions received by the contact center, but abandoned by the customer before being accepted by an agent.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions
  • TimetoAbandoned

Agent Answered

The number of workgroup interactions routed to and accepted by agents.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions
  • HasACDCalls
  • HasACDCallback
  • HasWebCB
  • HasVoicemail
  • HasChat
  • HasEmail
  • HasFax

Callback Calls

The number of callback and Web callback interactions handled by the contact center.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions
  • HasACDCallback
  • HasACDCalls

No Answer

The total number of interactions sent to, but not answered by an agent.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Other Events

The total number of events that overflowed to a project menu, or where the project results are Other.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Other Workgroups

The total number of interactions routed to other workgroups.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Total Segments Received

The total number of interactions coming into the contact center.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Voicemail

The number of calls in which the caller left a voicemail message for a workgroup agent, rather than wait in the queue to be connected to an agent.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions
  • HasVoicemail

Abandoned Interval Area

The Abandoned Interval area shows the statistics for the time that customers waited before deciding to abandon their attempt to reach your contact center.

Table 64 describes the abandoned interval items.

Table 64. Abandoned Interval Items
Column
Description
Table

0 min 31 sec to 1 min 0 sec

The number of interactions abandoned after waiting 30 seconds, but no longer than 60 seconds.

Corresponding tables include:

  • HistoryActions
  • ActionID
  • Duration

1 min 1 sec to 1 min 30 sec

The number of interactions abandoned after waiting 61 seconds, but no longer than 1 minute and 30 seconds.

Corresponding tables include:

  • HistoryActions
  • ActionID
  • Duration

1 min 31 sec to 2 min

The number of interactions abandoned after waiting between 1 minute and 30 seconds and 2 minutes.

Corresponding tables include:

  • HistoryActions
  • ActionID
  • Duration

Over 2 min 0 sec

The number of interactions abandoned after waiting more than 2 minutes.

Corresponding tables include:

  • HistoryActions
  • ActionID
  • Duration

Under 0 min 30 Seconds

The number of interactions abandoned after waiting less than 30 seconds.

Corresponding tables include:

  • HistoryActions
  • ActionID
  • Duration

Agent Answered Interval Area

The Agent Answered Interval area shows statistics for the time customers waited before being connected to an agent.

Table 65 describes the agent answered statistics.

Table 65. Agent Answered Interval Area Statistics
Column
Description
Table

Below Threshold 1

The total number of interactions that were accepted by an agent before the time limit expired. The value for Threshold 1 is defined in the Content tab of the report definition.

Corresponding tables include:

  • HistoryActions
  • ReportsCallCenterKey
  • CallThreshold1
  • CallbackThreshold1
  • WebCallbackThreshold1
  • FaxesThreshold1
  • EmailThreshold1
  • ChatThreshold1

Below Threshold 2

The total number of interactions that were accepted by an agent before the time limit expired. The value for Threshold 2 is defined in the Content tab of the report definition.

Corresponding tables include:

  • HistoryActions
  • ReportsCallCenterKey
  • CallThreshold2
  • CallbackThreshold2
  • WebCallbackThreshold2
  • FaxesThreshold2
  • EmailThreshold2
  • ChatThreshold2

Greater than Threshold 2

The total number of interactions that were accepted by an agent after the time limit expired. The value for Threshold 2 is defined in the Content tab of the report definition.

Corresponding tables include:

  • HistoryActions
  • ReportsCallCenterKey
  • CallThreshold2
  • CallbackThreshold2
  • WebCallbackThreshold2
  • FaxesThreshold2
  • EmailThreshold2
  • ChatThreshold2

Total Segments Answered by Agent

The total number of interactions routed to and accepted by the workgroup agents.

Corresponding tables include:

  • HistoryActions
  • ReportsCallCenterKey
  • HasACDCalls
  • HasACDCallback
  • HasWebCB
  • HasVoicemail
  • HasChat
  • HasEmail
  • HasFax

Media Type Segments Handled Area

The Media Type Segments Handled area shows the number of interactions of each media type handled by the selected projects or workgroups.

Table 66 describes the media type segments that are handled.

Table 66. Media Type Items
Column
Description
Table

Callback

The number and percentage of interactions that reached the contact center by phone, were routed to a workgroup, and requested a callback rather than wait in the workgroup queue for an agent.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Chat

The number and percentage of customers who reached the contact center by requesting a chat with an agent using your Web site.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Web Callback

The number and percentage of customers who reached the contact center by requesting a callback from an agent using your Web site.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Workgroup Calls

The number and percentage of interactions that reached the contact center by phone, were routed to a workgroup, and subsequently handled by an agent.

NOTE:  This number does not include predictive calls and preview calls.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Workgroup Email

The number and percentage of interactions that reached the contact center by email, were routed to a workgroup, and subsequently handled by an agent.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Workgroup Fax

The number and percentage of fax interactions that were routed to a workgroup and subsequently handled by an agent.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Workgroup Voicemail

The number and percentage of interactions that reached the contact center by phone, were routed to a workgroup, and elected to leave a voicemail message rather than wait in the workgroup queue for an agent.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Agent Segment Processing Area

The Agent Segment Processing area shows the average time that agents spent in various phases of the interaction.

Table 67 lists the columns in the agent segment processing area.

Table 67. Columns in the Agent Segment Processing Area
Column
Description
Table
Calculation

Average Handle Time per Segment

The average time that agents spent processing a call, (including talk time and wrap-up time), for the segment of the call, and for the reporting workgroup.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

[(total talk time) plus (total hold time) plus (total wrap time)] divided by (total number of segments)

Average Hold Time (AHT)

The average time that agents kept callers on hold.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

(total hold time) divided by (number of segments that went on hold)

Average Speed of Answer (ASA)

The average time for agents to answer an interaction.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Average Talk Time (ATT)

The average time that agents spent talking with callers, including hold time.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Average Wrap Up Time

The average time that agents spent wrapping up interactions (where the agent status was wrap-up).

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Summary Area

The Summary area shows the overview data for interactions received and for interaction waiting times.

Table 68. Summary Area Items
Column
Descriptions
Table
Calculation

Average Ring Time

The average ring time. (This time is calculated as follows: the total ring time divided by the number of calls offered to the agent.)

 

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Average Time to Abandoned

The average time before the interaction was abandoned for all segments of the interaction.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Duration of Handled Segments

The total time that the interactions spent in Oracle Contact Center Anywhere.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Oracle Contact Center Anywhere calculates this duration as the difference between the time the interaction was received and the end of the interaction for the segment of the call for the report.

Longest Wait to Answer Time

How long the interaction with the longest queue time waited for an agent.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Number of Times Interactions Went to Hold

The total number of voice interactions that an agent placed on hold at any time.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

OverFlow In

The total number of ACD interactions that were answered in the overflow workgroup.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

OverFlow Out

The total number of ACD interactions that overflowed to another workgroup.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Shortest Wait to Answer Time

How long the interaction with the shortest queue time waited for an agent.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Total Segments Answered by Agent

The total number of interactions received by Oracle Contact Center Anywhere, routed to a workgroup, and handled by an agent.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Total Segments Received

The total number of interactions received by your workgroup or project.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Total Wait To Answer Time

The total time interactions spent waiting for an agent in a workgroup queue.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Transferred In

The number of interactions that entered the workgroup by way of a transfer.

Corresponding tables include:

  • ReportsCallCenterKey
  • HistoryActions

Not applicable.

Table 68 describes the Summary area.

Overdue Callbacks Report

The Overdue Callbacks Report lists all Web callback requests that have aged past the requestor's specified date and time. It shows the date and time that the customer requested the callback, as well as the customer's contact information. This report helps you to determine if interactions are overdue, recently overdue, or upcoming.

Table 69 describes the Overdue Callbacks Report.

Table 69. Overdue Callbacks Report
Column
Description

Customer Information

Information about the customer, including the customer's first name, last name, phone number, extension (where applicable), email address, company, and the customer's time zone.

Overdue

The customer has been waiting (for a requested callback) longer than the maximum, overdue threshold time.

Recently Overdue

The customer has been waiting (for a requested callback) longer than the overdue time, but has not yet waited longer than the maximum, overdue threshold time.

Request Date

The day when the customer requested the callback.

Request Time

The time the customer requested the callback.

Upcoming

The time when the customer requested a callback has not yet arrived.

Workgroup Interval Time Report

The Workgroup Interval Time Report shows how agents are performing at specific times of the day during a period. Time intervals can be as brief as 1 minute and as long as 60 minutes.

Each row of the report shows a single time interval, based on the interval value that your administrator set. The administrator can include the threshold values to indicate the number of interactions missed or met by interval. Therefore, selecting a start and end time for this report is slightly different from the procedure for other reports. For more information, see Report Start and End Times.

Table 70 describes the Workgroup Interval Time Report, the corresponding tables, and the formulas used in calculations (where applicable).

Table 70. Workgroup Interval Time Report
Column
Description
Table
Calculation

Interval

The period of the report.

The total number of rows in the report is based on your specified Interval Time and the period of the report.

For example, the report would contain eight rows if the report was created for the period between 2:00 P.M. and 4:00 P.M. for a single day with interval times of 15 minutes.

The following is a list of the tables that are used in the Workgroup Interval Time Report:

  • HistoryActions
  • ReportsACDIntervalTime
  • Invervaltime

Not applicable.

Agent Answered

The columns in this area apply to the number of interactions that were answered by agents during each of the time intervals.

 

Below Threshold 1

The total number of interactions accepted by agents within the first defined threshold for the interactions in the report.

Corresponding tables include:

  • HistoryActions
  • Duration
  • ReportsACDIntervalTime
  • Callthreshold1
  • Callbackthreshold1
  • WebCallbackthreshold1
  • Chathreshold1
  • Emailthreshold1
  • Faxthreshold1

Not applicable.

 

Below Threshold 2

The total number of interactions accepted by agents within the second defined threshold for the interactions in the report.

Corresponding tables include:

  • HistoryActions
  • Duration
  • ReportsACDIntervalTime
  • Callthreshold2
  • Callbackthreshold2
  • WebCallbackthreshold2
  • Chathreshold2
  • Emailthreshold2
  • Faxthreshold2

Not applicable.

 

Greater than Threshold 2

The total number of interactions accepted by agents outside the second threshold for the interactions in the report.

Corresponding tables include:

  • HistoryActions
  • Duration
  • ReportsACDIntervalTime
  • Callthreshold2
  • callbackthreshold2
  • WebCallbackthreshold2
  • Chathreshold2
  • Emailthreshold2
  • Faxthreshold2

Not applicable.

Abandon

The total number of interactions where the client disconnected after entering the queue, but before reaching an agent.

Corresponding tables include:

  • HistoryActions
  • ReportsACDIntervalTime
  • Hasdropped

Not applicable.

 

Above Threshold 1

The total number of abandoned interactions outside the first threshold for the interactions in the report.

Not applicable

Not applicable.

 

Total

The total number of abandoned interactions.

Corresponding tables include:

  • HistoryActions
  • ReportsACDIntervalTime
  • HasTotalInteractions

Not applicable.

Service Performance Level

The percentage of calls answered within the time specified.

Corresponding tables include:

  • HistoryActions
  • ReportsACDIntervalTime
  • HasPercentageServiceLevel

Total number of interactions answered before threshold 1 divided by (total number of answered interactions plus abandoned interactions after threshold 1).

NOTE:  This calculation is not applied to voicemail, email and fax interactions.

Published: 06 April 2009