ANI Details Dashboard
The (Dashboards folder) > ANI Detail Dashboard provides detailed information about the outcomes of customer interactions, based on Automatic Number Identification (ANI), enabling you to identify frequent callers and the result of their interactions.
The dashboard provides a detailed analysis of call volumes, durations, handle times, and outcomes. This view is divided into three sections:
- The Date Selector enables you to dynamically focus the dashboard on a period of time.
- Use the Callers List to optionally select an ANI value, which focuses the report on a single caller.
- The main area of the dashboard consists of a grid of detailed information pertaining to each call.
The ANI Details Report provides similar data to this dashboard, but the report enables you to explore outcomes on an hourly basis.
To get a better idea of what this dashboard looks like, view sample output from the report:
Sample ANI Details Dashboard.pdf
The following table explains the prompts you can select when you generate the ANI Details Dashboard:
|Pre-set Date Filter||Choose a date from the list of preset options. If this prompt is set to anything other than none, the Date prompts are ignored. By default, the report captures data from the preceding 31 days.|
|Start Date||Choose the first day from which to include data in the report.|
|End Date||Choose the last day from which to include data in the report.|
The following table explains the attributes used on the ANI Detail Dashboard:
|Callers List||This section provides a summary of the number of interactions for each caller. Click (or shift-click) in this list to focus the report on individual callers.|
|ANI||Enables data to be organized based on the ANI value associated with callers.|
|Day||Enables data to be organized based on the day on which a call was made. (YYYY-MM-DD)|
|Target Address||Enables data to be organized based on the DN or address to which the caller was connected.|
|Resource Type||Enables data to be organized based on the type of handling resource.|
|Resource Name||Enables data to be organized based on the user name of the handling resource.|
|Technical Result||Enables data to be organized based on disposition, for example, Abandoned, Completed, Diverted, Pulled, and Transferred.|
|Result Reason||Enables data to be organized by the reason for the technical result; for example, Abandoned-WhileRinging, AnsweredByAgent, or RouteOnNoAnswer.|
The following table explains the metrics used on the ANI Detail Dashboard:
|Interaction Count||The number of interactions associated with a given source address.|
|Duration (FMT)||The amount of time that the state persisted (HH:MM:SS), calculated as the difference between the beginning and end of the agent’s state.|
|Customer Handle Time (FMT)||The total time spent handling the interaction, calculated as the sum of the Customer Engage Time, Customer Hold Time, and Customer Wrap Time metrics.|