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Short Call

In Premier Edition Cloud, short calls are calls that are abandoned very quickly, so they must not count against the Service Level.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Speed Of Answer

In Premier Edition Cloud, the total amount of time (usually measured in seconds) that it takes for a call to be answered by an agent.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Service Level

Service Level is a metric that measures the percentage (X%) of calls that must be answered in a set amount of time— for example, 80% of the calls must be answered within 30 seconds.

In Workforce Management (WFM), a customer service goal that is defined as the percentage of interactions that are handled within a time limit.
In Universal Routing, using a Service Level routing object in a voice strategy enables you to select or create a routing rule that specifies a service factor for a customer segment. For example, you may want to distribute 60 percent of interactions in less than 10 seconds to a specific agent group.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Skill Service Level

In Premier Edition Cloud, a type of functionality found in the Settings view in VCC Dashboard, which allows a contact center administrator to configure a service level for each skill within that contact center.

See Service Level and Queue Service Level.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Agent Status

Indicates the type of activity that an agent either has performed or is currently performing. The mode that an agent is in (for example, Ready, Not Ready, After-Call Work, Unavailable, Do Not Disturb, and so on).
In Premier Edition Cloud, the status can be set by the agent or assigned by supervisors. This information is used to monitor agent performance or for data used in both real-time and historical reporting.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Callback

A request for an agent to return a customer’s call. The request can be initiated by an agent or by a customer.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Average Handle Time

Also known as AHT. The average amount of time an agent takes to respond to incoming interactions.

Known as Average Handling Time in Premier Edition Cloud, this is the average amount of time an agent takes to handle a call for this day. This statistic is counted for the day. The following is a list of valid agent activities for this state:

  • Consult Call
  • Internal Call
  • Outbound Call
  • Inbound Call
  • After Call Work
  • Inbound Call On Hold
  • Outbound Call On Hold


Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Longest Idle

In Premier Edition Cloud, a statistic that provides the longest time (amongst all agents that are logged in) that any agent with a specific skill was in the Ready status.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Current Average Wait Time

In Premier Edition Cloud, a statistic that provides the current average amount of time that callers currently spend waiting for agent interaction in a specific queue or for a specific skill. This statistic only reference calls currently in the ACD queue.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Current Maximum Wait Time

In Premier Edition Cloud, the longest waiting time spent by a call currently waiting in a queue.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Missed Calls

In Premier Edition Cloud, a count of unique calls that were not answered by at least one agent. The following conditions apply:

  • if the agent rejects the call then it is counted as a missed call.
  • if the same call is missed twice, it's still counted as one missed call.
  • if a caller hangs up while an agent's phone is ringing then it's not counted as a missed call.
  • a Redirected on No Answer (RONA) call is counted the same as a missed call.
  • if a call is missed by the first agent and then answered by a second agent, then the call is counted as both an answered call as well as a missed call.


Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Current Calls Waiting

In Premier Edition Cloud, a statistic that provides the current number of calls waiting for a specific queue.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Speed Of Answer

In Premier Edition Cloud, the total amount of time (usually measured in seconds) that it takes for a call to be answered by an agent.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Target Service Level

In Premier Edition Cloud, a statistic that provides the target Service Level for a specific queue, if configured by your contact center administrator.

See Service Level and Current Service Level.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Skill Service Level

In Premier Edition Cloud, a type of functionality found in the Settings view in VCC Dashboard, which allows a contact center administrator to configure a service level for each skill within that contact center.

See Service Level and Queue Service Level.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Skills

The Skills section displays the statistical information for the skills assigned to your team (supervisor) or contact center (administrator).

VCC264 Skills Widget.png

The following statistics are available:

  • Service Level
    Hover over Service Level to see:
  • Calls Waiting and Callbacks waiting
  • Missed Calls
  • Max Wait Time, which is the longest waiting time spent by a call currently waiting for a specific skill
  • Avg Wait Time, which is the average waiting time across all calls currently waiting for a specific skill
  • Longest Idle
  • Avg Handling Time (AHT), which is the average time an agent takes to handle a call routed by this skill on this day. The following is a list of valid agent activities for this state:
    • Consult Call
    • Internal Call
    • Outbound Call
    • Inbound Call
    • After Call Work
    • Inbound Call On Hold
    • Outbound Call On Hold

Callback

Callback calls are recorded as part of the Calls Waiting statistic in each Skills widget. If there is a call waiting for Callback, it will be shown separately as a subset of the Calls Waiting statistic, as shown below:

VCC Skills Callback.png
Important
  • The Callback statistic is not shown if there are no callbacks.
  • Callbacks are virtual calls and do not appear in the Queues section. Therefore, you might see a difference between the number of calls waiting for a skill (which includes callbacks) and the number of calls waiting in a queue (which does not include callbacks).

What are the agent states?

The left side of the Skills section displays the number of agents assigned to this particular skill and their corresponding agent status. Each agent status is represented by one of the following status icons:

Icon Name Description and Functionality
VCC264 InCall.png In Call The status in which an agent is handling calls for a target skill (calls that are routed by a particular skill).

Agents are only counted for the skill by which the call was routed. This agent status allows you to better manage team members when you know the actual skill of the call your team member is handling.

VCC264 Ready.png Ready The status in which an agent is ready to receive and handle calls that the ACD distributes. Agents are counted as Ready for all of their assigned skills.
VCC264 NotReady.png Busy The status in which an agent having a particular skill is currently handling any type of call and are unable to receive calls for this skill. Agents are counted as Busy for all of their assigned skills.
VCC264 Busy.png Not Ready The status in which an agent with this skill is logged in but is unable to take the calls that the ACD distributes. Agents are counted as Not Ready for all of their assigned skills.

This information is updated when an agent performs a skill-based transfer to a new skill. The status of the agent who initiated the transfer displays as After Call Work or Ready (depending on the value set by the administrator for the wrap-up time, which is set using Settings > Desktop > Permissions).

What is the difference between the Busy and In Call states?

The graphic and examples below explain the differences between the Busy and In Call statuses:

[+] Click to show examples

How do I filter agents by skills?

In a Skill widget, clicke of the status icons to filter the list of agents with this skill and status in the Agents panel that appears to the right.

VCC264 Filtering By Skill.png
Important
You can't use the In Call VCC264 InCall.png icon as a shortcut to filter the Agents panel, as it's a subset of the Busy status. You can click the Busy VCC264 NotReady.png icon to filter the Agents panel.

What is the Skills Service Level?

The Skill Service Level enables you to monitor the skill service level for each skill.

The Service Level is defined as the percentage (%) of all calls over the defined interval (time period — a moving window that is configurable) that were answered by agents within X seconds, where X is the defined Speed of Answer and is configurable — for example, a call is included in the total number of calls if the caller waits in queue for a configurable amount of time (measured in seconds), even if the caller hangs up (abandons the call) before the call is sent to an agent.

Short calls are calls that are abandoned very quickly, so they must not count against the service level. The short calls time period is not configurable and is set to 10 seconds. This short calls time period helps you to filter out calls that did not stay in the ACD queue long enough to be reported as events.

When the Service Level is being met for the queue, the bar is green. When the Service Level is not being met for the queue, the bar is red.

What are the statistical data refresh rates?

The Skills statistical data refresh rates are as follows:

Statistics Information Refresh Rate

All skill statistics

Refreshed every 10 seconds

The list of skills in the contact center

Refreshed every 5 minutes, but changes only when a skill is created, deleted, or edited

Important
If an administrator adds/removes/updates a skill name, they see the change right away in their VCC Dashboard session, but it might take up to 5 minutes for the change to propagate to all other users.
Important
There might be a 10-second delay in the refresh rate between the agent status count in the Skills section and the agent appearing in the agent panel.

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This page was last modified on June 30, 2017, at 03:16.