Glossary
The Interaction Analyst reports utilizing various fields, the definitions of which are provided below. These definitions will assist in understanding the reasoning behind the calculations of each header in the report, and how to utilize them.
| Field | Description |
|---|---|
| Total Pick-up time | CallStartTime-CallPickupTime |
| Total Hold time | Sum (HoldDuration) |
| Other Disconnect Percentage | Total calls -(Total queue calls and Total Disconnect calls)-Totalansweredcalls/Totalcalls _100 |
| Caller Disconnects | Total Disconnect calls - (Total queue calls and Total Disconnect calls) |
| Agent Disconnects | TotalDisconnect calls-Total calls |
| Agent No Answer | Total AgentDial Unanswered calls |
| Total Voice Mails | Total Voicemail calls |
| Transfer Calls | Total Transfer calls |
| Busy | Total Busy calls |
| DND | Total DND calls |
| Unknown | Unknown is no status received from the carrier for the call. |
| Invalid Number | Total Invalid Number calls |
| User Disconnect: | Total User Disconnect calls |
| Channel Unavailable | Total Channel Unavailable calls |
| Subscriber Unavailable | Total Subscriber Unavailable calls |
| Average Pickup Time | AgentDialAnswered calls /Total answered calls |
| Average Hold Time | HoldDuration /Total answered calls |
| Abandoned Calls Percentage | Total calls -(total answered calls /total calls) _100 |
| Connected Calls Percentage | Total answered calls/Total calls _100 |
| Total Calls | Count of the total calls. |
| Connected Call: | Total number of answered calls. |
Agent State
| Field | Description |
|---|---|
| Mode Type | There are 6 types of Mode an agent can be in, they are: 1. Blended 2. Digital/Chat 3. Inbound 4. Manual 5. Preview 6. Progressive |
| Total Busy Time | Total time when the agent is busy talking/interacting with customers for the selected duration. |
| Total Wrap-Up Time | Total time the agent takes to dispose of the calls/ interactions received for the selected duration. |
| Total Pause Time | Total break time used by an agent. |
| Total Dial Time | Total amount of Login Duration – Total Talk time – Total Wrap-Up Time – Total Pause Time -Total Idle Time. |
| Total Idle Time | Total amount of Login Duration – Total Talk time – Total Wrap-Up Time – Total Pause Time. |
| Total Login Duration | Total time of the agent logged in. |
Call Event
| Field | Description |
|---|---|
| Agent Dials | Agent Dials are the total number of calls dialed to the agent. |
| Customer Dials | It is the total number of calls dialed to customers. |
| Call drop in IVR | Interactive Voice Response (IVR) is a system that plays prompts to the caller before connecting them to an agent. If the call is disconnected by the system or manually by the caller at this stage, it is referred to as a Call Drop in the IVR. |
| Dial out | This is the total number of Dial-out calls. This occurs as a fallback event when agents are not available, and callers are in a queue. |
| Disconnect | Total calls - (Total Calls in Queue and Total Disconnect calls)-Totalansweredcalls. |
| IVR disconnect | Interactive Voice Response (IVR) is a system that plays prompts the caller before connecting them to an agent. An IVR disconnect occurs when the caller presses a key for information that can be provided by the IVR and does not require connecting to an agent, such as order status. The caller will then hear the information provided by the IVR and disconnect the call. |
| Queue | When a call is waiting in a queue to be answered but has not been answered yet, it is called an unanswered call. This typically happens when there are no available agents to take the call/interaction. |
| Feedback | Opinions or evaluations provided by the customer regarding their interaction with the agents. |
| IVR Transfers | If a call is transferred within the IVR system, this will indicate the type of transfer (e.g., skill-based, agent-based, or phone transfer) and the number to which it was transferred. |
| No Campaign | If no campaign is selected as a regulator, then all the campaigns report will be generated. |
| Skill Transfers | The call is transferred to another skill required to assist the customer. Any agent available in the skill can receive the call. |
| Voice Mail | A voicemail is an electronically stored voice message that is left by the customer to be retrieved later by the intended agent. |
Call Metrics
| Field | Description |
|---|---|
| Total Talk Time | Talktime (Duration) is considered as the SUM of all the differences between the PickupTime & EndTime of each unique call identifier (UCID). |
| Total Wrapup time | Total Wrapup time=SUM (WrapupStartTime-WrapupEndTime) |
| Total Handling Time | Total Talk time + Total Wrapup Time |
| Total Pause Time | Total break time used by an agent. |
| Total Idle Time | Total Idle time=Total amount of Login Duration – Total Talk time – Total Wrapup Time – Total Pause Time. |
| Total Login Duration | Total time of the agent logged in |
| Average Talk Time | AgentDialAnswered calls /Total answered calls. |
| Average Wrap up time | Total Wrapuptime/TotalAgentDialAnswered calls. |
| Average Handling Time | Totaltalktime + totalwrapuptime) of all answered calls / Total Answered calls. |
| First Login Time | Agent’s first login time for the day. |
| Last Login Time: | Agent’s last Log off time for the day. |
| Abandoned calls | Totalcalls -Totalansweredcalls. |
| Pickup Time | Time an agent takes to answer a call when the call is offered to the agent. |
| Average | Pickup Time: Average Pickup Time= Total Pickup time /Total answered calls. |
| Connected Percentage | Total Calls offered / Pickup Time _ 100. |
| Customer disconnect | Total number of calls disconnected by the customers. |
Call Status
| Field | Description |
|---|---|
| Unallocated (unassigned) number | An indication that the called party cannot be reached despite having a valid phone number format, and the number is not currently assigned to a routing path is referred to as an Unallocated number. |
| No route to a specified transit network (national use) | It indicates that the equipment sending has received a request to route the call through a particular transit network which it does not recognize either because the transit network does not exist or because that transit network, while it does exist, does not serve the equipment which is sending. |
| No route to the destination | It indicates that the called party cannot be reached because the network through which the call has been routed does not serve the destination (Called party) desired. |
| Misdialed trunk prefix (national use) | It indicates the erroneous inclusion of a trunk prefix in the called party number. Usually occurs when agents do a typo or data in CRM is incorrect. |
| Channel unacceptable | Indicates that the channel most recently identified is not acceptable to the sending entity for use in this call. Normal call clearing: Here there is no issue with the carrier network, this status is shown only if the user disconnects the call, but the carrier does not get the busy status or the CCaaS dialer disconnects the call in a very short duration even before the carrier responds with a status. |
| User busy | This indicates that the called party cannot accept another call because the user busy condition has been encountered. The value may be generated by the called user or by the network. In the case of a user-determined value as busy, it is noted that the user equipment is compatible with the call. |
| No user responding | Is used when a called party does not respond to a call establishment message with either an alerting or connect indication within the prescribed time allocated. |
| No answer from user (user alerted) | Is used when the called party has been alerted but does not respond with a connect indication within a prescribed time. The call has been placed on the dialer, but the agent did not respond by disconnecting or answering the call. |
| Subscribers absent | Absent subscriber due to any network issue in the carrier, also because of the blind spots in the carrier intercoms while switching between telecommunications towers while changing locations. |
| Call rejected | Indicates that the equipment is not able to accept the call, due to being busy or incompatible. It may also be generated by the network indicating the call was rejected due to a supplementary service constraint. Additional information may be provided in the diagnostic field. |
| Number changed | Is returned to a calling party when the called party number indicated by the calling party is no longer assigned. The new called party number may optionally be included in the diagnostic field. If a network does not support, 1, an unallocated (unassigned) number shall be used. |
| Destination out of order | Indicates that the destination indicated by the user cannot be reached because the interface to the destination is not functioning correctly. The term "not functioning correctly" indicates that a signal message was unable to be delivered to the remote party, e.g., a physical layer or data link layer failure at the remote party or user equipment offline. |
| Invalid number format (address incomplete) | Indicates that the called party cannot be reached because the called party number is not in a valid format or is not complete. |
| Facilities rejected | Is returned when a supplementary service requested by the user cannot be provided by the network. |
| Normal | Unspecified is used to report a normal event only when no other cause in the normal class applies. |
| No circuit/channel available | This indicates that there is no appropriate circuit/channel presently available to handle the call. Usually means that your operator has exhausted the full capacity given to your account. You will need to enhance your capacity. |
| Call Queued [Q.850] | The call is queued but not dialed yet. Network out of order: Indicates that the network is not functioning correctly and that the condition is likely to last a relatively long period e.g., immediately re-attempting the call is not likely to be successful. |
| Temporary failure | Indicates that the network is not functioning correctly and that the condition is not likely to last a long period, e.g., the user may wish to try another call attempt almost immediately. |
| Switching equipment congestion | Indicates that the switching equipment generating is experiencing a period of high traffic. |
| Access information discarded | Indicates that the network could not deliver access information to the remote user as requested. i.e., user-to-user information, low layer compatibility, high layer compatibility, or sub-address as indicated in the diagnostic. It is noted that the type of access information discarded is optionally included in the diagnostic. |
| Requested circuit/channel not available | Is returned when the circuit or channel indicated by the requesting entity cannot be provided by the other side of the interface. |
| Resource unavailable, unspecified | Is used to report a resource unavailable event only when no other cause in the resource unavailable class applies. |
| Requested facility not subscribed | Indicates that the user has requested a supplementary service which is implemented by the equipment generated but the user is not authorized to use. |
| Outgoing calls barred | The outbound calls are barred due to billing issues. |
| Incoming calls barred | The inbound calls are barred due to billing issues. |
| Bearer capability not authorized | Indicates that the user has requested a bearer capability which is implemented by the equipment generated but the user is not authorized to use. |
| Bearer capability not presently available | Indicates that the user has requested a bearer capability that is implemented by the equipment generated but which is not available at this time. |
| Inconsistency in outgoing information element | Indicates an inconsistency in the designated outgoing access information and subscriber class. |
| Service or option not available | Unspecified is used to report a service or option not available event only when no other cause in the service or option, not available class applies. |
| Bearer capability not implemented | Indicates that the equipment sending does not support the bearer capability requested. |
| Channel type not implemented | Indicates that the equipment sending does not support the channel type requested. |
| Requested facility not implemented | Indicates that the equipment sending does not support the requested supplementary services. |
| Only restricted digital information bearer capability is available (national use) | Indicates that the calling party has requested an unrestricted bearer service but the equipment sending only supports the restricted version of the requested bearer capability. |
| Service or option not implemented unspecified | Is used to report a service or option not implemented event only when no other cause in the service or option not implemented class applies. |
| Invalid call reference value | Indicates that the equipment sending has received a message with a call reference that is not currently in use on the user-network interface. |
| The identified channel does not exist | Which indicates that the equipment sending has received a request to use a channel not activated on the interface for a call. For example, if a user has subscribed to those channels on a primary rate interface numbered from l to 12 and the user equipment or the network attempts to use channels l3 through 23, is generated. |
| Incompatible destination | Indicates that the equipment sending has received a request to establish a call that has low layer compatibility. high layer compatibility or other compatibility attributes (e.g., data rate) which cannot be accommodated. |
| Message not compatible with call state | Indicates that a message has been received which is incompatible with the call state. |
| Recovery on timer expiry | Indicates that a procedure has been initiated by the expiration of a timer in association with error handling procedures. |
| Parameter non-existent or not implemented - passed on (national use) | Indicates that the equipment sending has received a message which includes parameters not recognized because the parameters are not defined or are defined but not implemented by the equipment sending. The cause indicates that the parameter(s) were ignored. In addition, if the equipment sending is an intermediate point, then indicates that the parameter(s) were passed unchanged. |
| A message with an unrecognized parameter discarded | Indicates that the equipment sending has discarded a received message which includes a parameter that is not recognized. |
| Call ID | Unique Call ID which is different for each call. You can click on this number to see the detailed call flow view. |
| Campaign | Inbound Campaign Name on which the call has landed |
| Skill | Agent group / Skill Name which the user selected on the call has landed |
| Location | Value of Location set in the skill Caller No (inbound CDR) / Called No (outbound CDR): The caller ID of the user who called. |
| Call Date | Date of call landed or dialed. |
| Start Time | The time when the call landed from IVR into the ACD. (Please note that the actual call start time might be different if the customer spent some time in the IVR). |
| Time to Answer | Time is taken to answer the inbound call from the time the call has been transferred to the skill. In case multiple agents were tried or the caller stays in queue, then that is considered in the time to answer. This field is also called Speed of Answer or pickup time as well. |
| End Time | Time when the call ended. |
| Talk Time: | Talktime (Duration) is considered as the difference between the PickupTime & EndTime of each UCID. |
| Hold Time | Time duration recorded to check how long the call was kept on hold. |
| Duration | Duration of the call recorded from call answered to call disconnected. |
| Call Flow: | This is the sequence of events through which the caller has been taken. Possible events are 1) |
| Agent Dials | If an agent is available and the call is dialed to an agent. |
| Dial Out | If Call has been dialed out to a number that was given in the fallback Rule of the skill. |
| VoiceMail | The call will be routed to Voicemail Due to unavailability of agents or due to the call being dialed in during After Office Hours (AOH). |
| Disconnect | Fallback rule applied in skill due to unavailability of agents. |
| Agent | Agent Name to whom the call was offered. If multiple agents were tried, the record will show multiple agent names with this symbol as the separator " -> “. |
| Wrapup Duration | Time taken by the agent to dispose of the call or After Call Work time spent by the agent after ending the call. |
| Disposition | Code selected by an agent for the type of call. Disposition is the nature or type of call the agent received. This helps standardize your reporting. |
| Handling Time | This is the sum of talk time + Wrap Up Duration |
| Status | Final call status returned as “Answered or Unanswered”. |
| Dial Status (Inbound CDR) or Agent Dial status (Outbound CDR): | Status of call dialed to the agent. Following are the status agent phones will get: - Answered: If the Agent’s phone was answered - Not Answered / No Answer: The agent did not answer the call on the webrtc/ agent device(happens only if it is set to manual answer button), or No response from the agent toolbar. - Interworking unspecified: This cause is shown when the agent webrtc is not acknowledging incoming sip messages (does not accept offered calls) - Invalid Number: In case the agent logs in with an invalid number. This scenario occurs when the supervisor adds a number with an invalid length, or it is a PSTN number (mobile/landline) but incorrect. - Busy: The agent’s phone is already busy on another call and a second call is offered. It can occur if an agent is on a call on his number and gets released to a ready state and another call is offered or the agent is on a mobile phone on another call that landed directly on his phone, but now the contact center offered a call since he was in ready state. - Unknown: The Agent messaging server does not get any response from the Agent toolbar. This usually happens if the agent toolbar loses connectivity, and the agent remains in a ready state in the system. |
| Dial Status (Outbound CDR) | It will show the final dial status of a call to the customer. possible entries are given in the call status description. |
| Hangup By: | Who disconnected the call first is reported in this field - Caller Disconnect or Agent Disconnect: Sometimes it will show as ‘system disconnect’ if the system is programmed to do so. |
| Transfer | If the call is transferred, this will show the type of transfer - skill / Agent / Phone transfer and the Skillname / AgentID/Number to whom it was transferred |
| UUI | This is an additional data field used to pass application data from an API or user inputs on IVR into the report. |
| Comments | Whatever free text an Agent enters against a call while disposing of the call/ interaction, it is shown here. This is an optional field for agents so it can be empty. |
| Rating | Stars show the rating a TL / QA gives to the agent against the audio recording of the call |
| Rating Comments | These are the comments the reviewer can write here about the agent’s performance for that call. This is editable in the CDR itself. |
| Play Audio | It will show an audio icon that will play the audio file for answered calls or voicemails within the browser. |
| Download | If you click this, the audio file is opened in a new window and then you can download the recording to your local computer. |
| Call Type | It displays the call types - Inbound, Manual, Progressive, Preview, Predictive & IVR click here for more info. |
| Total Calls | Total number of inbound calls (offline/online). |
| Calls Connected | The total calls successfully connected to the agent. |
| Calls Connected % | (Total Calls Connected / Total Calls) _ 100. |
| Calls Abandoned | Total calls - Total calls connected. |
| Average Handling Time | This is the sum of talk time + Wrap Up Duration. |
| Caller Disconnects: | Total number of calls disconnected by the caller after speaking with an agent. |
Call Type
| Field | Description |
|---|---|
| Inbound | In this mode, agents can have only Inbound calls. |
| Manual | In this mode Manually type a number in the dialer for outbound calls. |
| Preview | In this mode, the agent can see the number in the dialer to dial the call or skip the dialer for auto-outbound calls. |
| Progressive/ Predictive | In this mode, calls are placed automatically for outbound calls. |
| IVR | Interactive voice response, or IVR, is an automated telephone system that combines pre-recorded messages or text-to-speech technology interface to engage callers, allowing them to provide and access information without a live agent. |
| It is a computer-based application for the exchange of messages between users. |
Chat Metrics
| Field | Description |
|---|---|
| Session | Unique id of a chat session |
| MonitorUCID | Unique id for each session. |
| Campaign | Campaign Name on which the chat has landed. |
| Start Time | The time when the chat landed in the ACD. |
| End Time | The time when the chat has ended. |
| First Response Time | The time in which the first response has been sent to the customer. |
| Agent Chat Time | Time of the total chats of an agent. |
| Agent Chat Start Time | Start of the agent’s chat. |
| End By | Shows which agent has ended the chat if transfers happen. |
| Comments | Comments/feedback given by the customer. |
| Disposition | Disposition is the nature or type of chat the agent received. |
| Name | Name of the customer. |
| Email from the customer. |
Mode Type
| Field | Description |
|---|---|
| Blended | In this mode, Agents can take all types of interactions (calls and digital) with the customers. |
| Digital/Chat | In this mode, the Agent can take any interactions based on digital mode for example Facebook, Twitter, Web Chat, SMS, WhatsApp, and Email. |
| Inbound | In this mode, agents can receive Inbound calls and Predictive dialer calls. Since the predictive dialer queues the calls for agents, Inbound mode allows them to receive these calls. |
| Manual | In this mode Manually type a number in the dialer for outbound calls. |
| Preview | In this mode, the agent can see the number in the dialer to dial the call or skip the dialer for auto-outbound calls. |
| Progressive | In this mode, calls are placed automatically for outbound calls. |
Queue Summary
| Field | Description |
|---|---|
| Total Calls | Total Calls = Total number of inbound calls (offline/online). |
| Calls In Queue | Total number of calls landed in Queue. |
| Calls In Queued Percentage | Queued Percentage = (Calls in Queue/Total Calls) 100. |
| Customer Hangup in Queue | Calls disconnected by the callers while in the queue. |
| Customer Hangup in Queue Percentage | (Customer Hangup in Queue / Calls in Queue)/ 100 |
| Queue Time | Queue Time is the time a caller spends waiting for an agent to be available for an interaction. |
| Average Queue Time | Average Queue Time = Total Queue time of all calls in Queue/Calls in Queue |
| Average Queued Disconnect Time | Average Queued Disconnect Time = Total wait time of calls that were Disconnected in the queue/Total calls that were disconnected in the queue. |
| Queued Disconnect calls | Queued Disconnect calls= Total queue calls which were disconnected without connecting to an agent. |
| Queued Disconnect percentage | Total Queue Disconnect calls / Calls in Queue_ 100. |
| Overall Queued Disconnect Percentage | Total calls in queue time and DisconnectType / Total calls _ 100. |
| Caller Disconnect Percentage | Caller Disconnect Percentage =Total customer Disconnect calls/Total answered calls _100. |
Campaign Type
| Field | Description |
|---|---|
| Inbound online | Calls are received when the agents are online or logged in to CloudAgent. |
| Inbound offline | Calls are received when the agents are offline or not logged in to CloudAgent. |
| Outbound online | Calls made by the agents when online or logged in to CloudAgent. |
| Outbound offline | Calls made by the agents when offline or not logged in to CloudAgent. |
Updated about 1 year ago