Volume Reports - Contacts

Volume reports display information on quantity of contacts for the selected application, queue, and channel over the defined time period. The upper level includes links to lower level reports, thus, you can open a monthly report from the annual one. Reports are based on the data in the Contact universe in SAP BusinessObjects Business Intelligence.

There are 6 volume reports that have a similar structure and data content. Only the reported time intervals are different. Volume reports 1-6 are: Annual, Monthly, Weekly, Daily, Hourly, and Quarter-Hourly.

To filter data displayed in the reports, define the following filters:

Table 1. Filters
Parameter	Description
Year/Month	Choose one of the years available in the time dimension. The default value is the year of the previous day.
Month	Choose one of the months filtered by the year selection. The default value is the month of the previous day.
Application	Choose the application you are interested in. The default value is All.
Queue	Choose the queue you are interested in. The default value is All.
Channel	Choose the channel. The default value is All.

The reports include reporting data for the following items.


Information Displayed in Columns	Arrived	Completed
Calls	All arrived calls	Answered and rejected calls
Chats and emails	All arrived contacts	Arrived contacts that are handled or deleted

Table 2. Report Column Descriptions
Column Type	Column	Description
Show Durations	The columns below marked with the + sign may be shown or hidden. To display the hidden columns, click the + sign in front of the Show Durations title, and to hide the columns, click the – sign.
Arrived	Number	Total number of arrived contacts.
Completed	Number	Total number of answered or rejected calls, and handled or deleted contacts. Completed contacts include handled, false attempts, abandoned, service closed contacts.
	+Waiting (Avg.)	Average waiting time of the arrived contacts.
	+Waiting (Total)	Total waiting time among arrived contacts.
Handled	Number	Total number of handled contacts
	%	Percentage of handled contacts of arrived contacts Calculated with formula: Handled /(Completed- Service Closed - False Attempts) * 100
	Number (Answered-on-Time)	Number of calls with the waiting time less than or equal to the set Answered-on-Time limit.
	Service Level %	Service level percent Calculated with formula: 100% * Answered-on-Time /(Arrived – Service Closed – False Attempts).
	Number (Transfer)	Total number of automatically transferred contacts (not by agent) to another application (Voicemail, Callback, IVR) or outside the system. Automatic transfer reason can be: Customer selecting callback or voicemail Maximum waiting time reached No agents serving Queue full situation
	% (Transfer)	Percentage of transferred contacts of all handled contacts.
	Number (Overflow)	Total number of contacts overflown to another queue in the system. Overflow reason can be, for example: maximum waiting time reached no agents serving queue full
	% (Overflow)	Percentage of overflowed contacts of all handled contacts.
	+Waiting (Avg.)	Average waiting time of the handled contacts.
	+Waiting (Max)	Maximum waiting time of the handled contacts.
	+Waiting (Total)	Total waiting time of the handled contacts.
	+Handling (Avg.)	Average handling time of the handled contacts.
	+Handling (Max)	Maximum handling time of the handled contacts.
	+Handling (Total)	Total handling time of the handled contacts.
False Attempts	Number	Total number of false attempts, the calls that have been disconnected before or at the False Attempt limit time.
False Attempts	%	Percentage of false attempts of arrived contacts.
Abandoned	Number	Total number of abandoned contacts; the calls that have been disconnected after the False Attempt limit time but have not been handled nor transferred.
	%	Percentage of abandoned contacts of arrived contacts.
	+Waiting (Avg.)	Average waiting time of the abandoned contacts.
	+Waiting (Max)	Maximum waiting time of the abandoned contacts.
	+Waiting (Total)	Total waiting time of the abandoned contacts.
Service Closed	Number	Total number contacts that have arrived directly to a queue during the time when the service is closed and the service closed prompt is played.
Service Closed	%	Percentage of contacts that have arrived during the time when the service is closed of arrived contacts.
Simultaneous Contacts	Application	Maximum concurrent inbound contacts (both queuing and connected) in an application. Inbound calls can be phone, voicemail or IVRs from internal or external number.
Simultaneous Contacts	Queue	Maximum concurrent inbound contacts (both queuing and connected) in any of the selected queues. Only the highest value of the selected queues is shown. Inbound calls can be phone, voicemail or IVRs from internal or external number.