This page was last edited on December 19, 2019, at 17:47.
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This dashboard gives you a deeper look into those sessions that have entered the Assisted Service phase of the applications.
These reports can help to answer questions like:
The total number of routing sessions that happened during the given time period, broken down by status (such as, if the routing session was abandoned, successful, cancelled, default routed, or had an error).
(See the Summary dashboard for a description of this panel.)
The total count and percentage of sessions that entered the routing phase (based on the number of all sessions processed during the given time period).
The total number of routing attempts made, broken down by disposition.
The number of sessions that were successfully routed to the target, broken down by target type (such as a specific skill).
The number of sessions that were successfully routed to the selected virtual queue.
The number of sessions that were successfully routed to the last called agent (that is, the agent that the customer last spoke with).
The total count and percentage of all routing sessions where the routing blocks had three (3) or more timeouts.
The total count, including the minimum, maximum, and mean, of routing block timeouts experienced by routing sessions, broken down by routing outcome (positive/negative).
The total count, including the minimum, maximum, and mean, of skill relaxation steps, broken down by routing outcome (positive/negative).
The average amount of time that sessions waited in the queue before being routed.
Details about routing sessions that were abandoned while still in the queue, such as how long callers waited before hanging up.
This table shows the performance breakdown by individual applications, as based on a variety of metrics. This panel lets you see which applications have the best (or worst) performance.
This table shows the performance breakdown by individual blocks, as based on a variety of metrics. This panel lets you see which blocks have the best (or worst) performance for any given application.
This panel provides a sankey visualization of the skills path. (By default, the depth of this panel is set to 7.)
This panel provides a sunburst visualization of the Abandoned in Queue stats. [BM - Not sure if this report will make the release; there is a note in the design spec that indicates a formatting issue with it.]