Analyzing Results

Analyzing results

After selecting the corresponding filter options and applying the search, the results are obtained through the layout shown below. The general distribution allows obtaining information regarding the number of calls answered, the number of calls lost or not answered, and averages based on the selected period.

Report Generation: date and time the report was generated.
Campaigns: names of the campaigns pre-selected in the general filter.
Start and End Period: date range over which the activity report will be displayed.
Days of the week: pre-selected days on which the information will be analyzed.
Time Range: time range/s of analysis.
Total Processed Calls: number of calls processed according to the initial report filtering.
Percentage Answered: Percentage of calls answered, with respect to the total number of calls processed in the selected date and time range.
Unanswered Percentage: Percentage of unanswered calls, in relation to the total number of calls processed in the selected date and time range.
Calls Transferred to Camp Answered: Number of calls that have been transferred to incoming campaigns and answered.
Calls transferred to Unanswered Camps: Number of calls that have been transferred to incoming campaigns and that were not answered (timed out and/or abandoned).

General distribution

The global call counters are displayed here:

Received: Calls received by the campaign.
Transfers Received: Calls received by the campaign as a result of transfers from another source campaign.
Answered: Campaign calls answered by an agent.
Unanswered: Campaign calls not answered.
Abandoned: Calls received by the campaign that result in abandonment by the caller.
Expired: calls received by the campaign that expire due to timeout (maximum waiting time configured in the campaign).
% Answered: percentage of calls answered in relation to the total received during the campaign.
% Unanswered: percentage of calls not answered compared to the total received during the campaign.
Average Wait: average time that the call had to wait to be answered. It is the result of dividing the sum of the waiting times by the total number of calls.
Average Duration: average conversation time. It results from dividing the sum of speaking times for each call by the total number of calls answered.

These results can be broken down by Campaign, Time Range, Month, Week, Day of the Week and Time of Day. Each Campaign Record can be expanded by clicking on the “plus” sign (+), in order to obtain greater statistical granularity.

The “Download CSV” button allows you to download the output of the current tab of the report in the standard CSV format, for presentation and analysis in Excel or LibreOffice.

Calls answered

This section offers an overview of the distribution of calls answered by campaign, according to the selected filter. However, the module offers more details of the call transactions in the following menus of the topic:

Report Generation: date and time the report was generated.
Campaigns: names of the campaigns pre-selected in the general filter.
Start and End Period: date range over which the activity report will be displayed.
Days of the week: pre-selected days on which the information will be analyzed.
Time Range: time range/s of analysis.
Calls Answered: number of calls answered according to the initial report filtering.
Transfer to Campaign Answered: number of calls answered according to the initial report filtering, resulting from a transfer to a campaign.

Detail of answered calls

Where the following fields are displayed:

Date and Time: “datetime” of the call.
Telephone Number: callerID caller.
Campaign Name: Name of the campaign for which the transaction is recorded.
Campaign Type: Campaign type ID.
Agent Name: Agent who processed the call
Waiting time: time the caller waited to be attended to by an agent.
Conversation duration: speaking time for the telephone transaction.
Disconnection Cause: incorporates into the statistics the “source” of the call cut-off or hang-up event (whether the customer hangs up, or the agent hangs up).
Call rating: rating saved by the agent for closing said call.
Recording File: link for online listening or downloading of the corresponding recording

Note

The campaign requires activating call recording for this purpose.

Service level

This segment allows you to observe the distribution of waiting times, distributed in pre-defined blocks of seconds. It basically shows the number of calls that were answered within a time slot (the incremental time block can be defined in the initial report filter).

Answered before X seconds: all calls answered within X seconds of waiting, where X is defined in the initial report filtering (Service Level parameter).
Number: number of calls answered.
Delta: “absolute” increment value for each time slot, expressed in number of calls.
Percentage: percentage of total calls received, for each time slot.

Answered by agent

Where you can see the details of:

Agent Name: Name of the agent who answered the call.
Username: The agent's username.
Processed Calls: number of campaign calls answered.
Transferred to campaign: Number of calls transferred to campaign and answered by the agent.
Transferred to Agent: Number of calls transferred to the agent.
% Answered: Percentage of calls answered by the agent, compared to the total.
Off-Campaign: Number of calls counted "Off-Campaign".
Total Talk Time: time in seconds that the agent has spent talking during the operation.
Average Talk Time: Average talk time, which results from dividing the total talk time by the number of calls answered.
The “plus” sign (+) provides greater granularity for the call in question.

Causes for disconnection

The system allows you to detect whether the call being answered is cut off by the Agent or by the prospect/client. In this way, it offers counters per event and global percentages for the selected filter.

Causes: The COMPLETEOUTNUM event refers to a break coming from the remote end or client. On the other hand, COMPLETEAGENT refers to a break event coming from the agent.
Number of calls: Number of transactions that fell on each cutoff event.
Percentage: percentage of calls that fall within the cut-off event, compared to the total calls processed.

Unanswered calls

This section provides an overview of the distribution of unanswered calls by campaign, according to the filter selected. That is, it counts the missed calls that for different reasons could not be connected to an agent (either because the caller left, or the queue timed out, or a failure event occurred when routing the call).

To further drill down into granularity, the module provides further details of call transactions in the following topic menus:

Report Generation: date and time the report was generated.
Campaigns: names of the campaigns pre-selected in the general filter.
Start and End Period: date range over which the activity report will be displayed.
Days of the week: pre-selected days on which the information will be analyzed.
Time Range: time range/s of analysis.
Unanswered Calls: number of unanswered calls according to the initial report filtering.
Unanswered Transfers to Campaign: number of calls transferred to the campaign that were not answered according to the initial report filtering.

Detail of unanswered calls

Each record provides the following information:

Date: or “datetime” of the telephone transaction.
Phone Number: represents the caller's CallerID
Campaign ID: Campaign Identifier.
Campaign Name: Name of the campaign where the telephone transaction is recorded.
Campaign Type: Campaign type identification ID.
Agent ID: Agent Identifier.
Wait Time: time the customer had to wait before completing the transaction.
Non-connection reasons: Reason why the call was not routed to an agent.

Percentage of unanswered calls

The sections offer counters and percentages for both campaigns and agents.

No Agent Connections: Refers to unconnected manual calls originated by agents.
No Connections per Campaign: refers to unconnected calls originated by campaign.
Number: Number of unanswered calls.
Percentage: percentage of calls not connected compared to the total number of calls not answered.

Causes of No Connection

Where the different reasons that caused the call to not be connected are recorded, in global and percentage terms. The most common causes of non-connection are presented:

EXITWITHTIMEOUT: client-side cut-off event, after reaching the maximum queue waiting time.
ABANDON: Event of a customer cutting off service after giving up waiting in line.
CONGESTION: congestion signal when attempting to make outgoing attempts.
NONDIALPLAN: failure event resulting from not finding a valid outgoing route for the call being attempted.

Agent Reports

Agent statistics are key when determining Contact Center performance and Agent Productivity.

For this reason, detailed information is provided in terms of agent activity and availability, relevant metrics to monitor and correct the performance of the Operation.

Available Agents: Number of agents available for the selected date and time range.
Average Agent Time: Average session time, which results from dividing the sum of all sessions by the total number of sessions detected for the selected filter.
Minimum Agent Time: Minimum session time recorded on the platform.
Max Agent Time: The longest session time recorded on the platform.
Total Agent Time: Sum of all session times recorded in initial filter.

Agent Availability

This menu records information related to the agent's activity, such as session times, pause times, speaking times, etc.

ID: Agent Identifier
Agent: Agent name.
Number of Sessions: Number of Login and Logout events that are counted for the selected date and time range.
Hold Time: Accumulated Hold time for the selected date and time filter.
Total Session Time: accumulated session time for the selected date and time filter.
Session Average: average resulting from dividing the total sum of session times by the number of sessions.
On Call Time: Total time the agent was on the phone.
Number of Pauses: Total number of pause events recorded.
Total Waiting Time: Total time the agent was on hold, ready to receive calls.
Total Pause Time: Total time the agent was paused.
Average Break: average time of each break, resulting from dividing the total break time by the number of breaks recorded.
% Occupancy: Agent occupancy percentage, resulting from dividing the amount of time spent on the phone by the total session time recorded.
First Login: timestamp corresponding to the first session login action.
Last Logout: timestamp corresponding to the last session Logout action.

By clicking on the agent, you can obtain greater granularity in the information about the agent's sessions and pauses.

By clicking on the total break time, you can obtain information on the total break times for each break grouped into Productive and Recreational breaks.

Number of agents per day

This metric provides a general overview of the distribution of agent staff by day and hour of the week within the range selected in the report filter.

Call Outcome Events

Log

Description

ABANDON

Abandon of a call in a queue

ABANDON-CTOUT

The customer abandoned the call in a CT is in progress between an agent an external number

ABANDONWEL

The customer abandons when is listening the entrance audio of queue

ANSWER

Attended outbound calls

BTOUT-ANSWER