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 cube CubCSSContacts.

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

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 report includes reporting data for the following items.

Note:

In version 7.0 SP6 Patch 1 (7.0.6.100), a new column Completed was added, and it shows the contacts formerly shown in the Arrived column. From that version onwards, the Arrived column shows all arrived contacts.


Information Displayed in Columns	Arrived	Completed
Versions until 7.0.6.0	Calls: answered and rejected calls Chats and e-mails: arrived contacts that are handled or deleted	-
Versions from 7.0.6.100 onwards	Calls: all arrived calls Chats and e-mails: all arrived contacts	Calls: answered and rejected calls Chats and e-mails: 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 Added in version 7.0 SP6 Patch 1 (7.0.6.100)	Number	Total number of answered or rejected calls, and handled or deleted 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.
	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)	Number of transferred contacts.
	% (Transfer)	Percentage of transferred contacts of all handled contacts.
	Number (Overflow)	Number of contacts overflown from another queue.
	% (Overflow)	Percentage of overflown 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 during the time when the service is closed.
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 in application level. Inbound calls can be phone, voicemail or IVRs from internal or external number.
Simultaneous Contacts	Queue	Maximum concurrent inbound contacts in queue level. Inbound calls can be phone, voicemail or IVRs from internal or external number.