Basic Concepts

This section explains some basic terms and formulas used in reporting.

Contact Flow

The image below shows the contact flow from the customer to the point when the contact has been handled.

Service Level

To measure the performance, Sinch Contact Pro has default target answering times. You can change the values in System Configurator > Queue Management > Queues > Reporting and Monitoring.

  • Answered-on-time: The contact was answered under the answered-on-time limit (default value 20 seconds).
  • Handled: The contact was answered after the answered-on-time limit (default value 20 seconds).
  • False attempt: Customer hangs up before the false attempt limit (default value 5 seconds). The call is marked as unnecessary and does not affect the service level.
  • Abandoned: Customer hangs up after the false attempt limit (default value 5 seconds).

The following formulas are used for calculating the percentages of handled contacts and and service level:

Value Formula
Handled % handled / (completed-false attempts-service closed)
Service level % service level / (completed-false attempts-service closed)

Examples

These examples show how calls are reported in transfer and prewelcome prompt cases.

Prewelcome Prompt

Reporting Column Time Reported
Waiting time (12:00:22 – 12:00:00 =) 22 seconds
Queuing time (12:00:22 – 12:00:10 =) 12 seconds
Welcome time (12:00:10 – 12:00:00 =)10 seconds
Talking time (12:01:22 – 12:00:22 =) 60 seconds

The queuing time calculation starts after the prewelcome message is played so the prewelcome message duration does not affect queuing time. The call is answered on time when the queuing time is less than the answered-on-time limit.

Transfer to Another Queue

Table 1. Call 1
Reporting Column Time Reported
Waiting time (12:00:10 - 12:00:00 =) 10 seconds
Queuing time (12:00:10 - 12:00:00 =) 10 seconds
Talking time (12:01:00 - 12:00:10 =) 50 seconds

An internally transferred call ends when it is transferred. In this case, you also have the ID for the second call.

Table 2. Call 2
Reporting Column Time Reported
Prewaiting time 10 seconds
Pretalking time 50 seconds
Waiting time (12:02:00 - 12:01:00 =) 60 seconds
Queuing time (12:02:00 - 12:01:00 =) 60 seconds
Talking time (12:05:00 – 12:02:00 =) 180 seconds