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Speed Of Accept (hours) Report

This page describes how you can use the (Queues folder) Speed Of Accept (hours) Report to understand how long interactions waited in queue before being accepted.

Understanding the Speed Of Accept (hours) Report

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This report provides summarized performance information about the delays that are associated with long-lasting interactions that were accepted or pulled from the specified queues, providing both percentages and number of interactions that were accepted or pulled by service time interval. This report is most useful for media types for which contact center responses are expected to be slow, such as email.

The report breaks down the count of interactions placing each into one of ten time buckets according to the speed by which the interaction was accepted or pulled from the selected queue. ”Acceptance” is triggered by the first agent who creates an outbound reply—whether or not the reply was sent.

The report also provides a breakdown for the percentages of interactions that were accepted/pulled in these buckets, relative to the total number of interactions accepted/pulled from the queue during the reporting interval. The first bucket is defined by a report variable (Accepted Agent ST1 - ST11) that amalgamates the 1st through 11th service time intervals. The Accepted Agent STI variable amalgamates all service time intervals.

This report reflects distribution from the selected queues only. It does not reflect the time that interactions spent queued at other unselected queue resources that the interactions might have passed through before being distributed from the queue resource(s) selected in this report.

To get a better idea of what this report looks like, view sample output from the report:
HRCXISpdOfAccptHoursReport.pdf

The following tables explain the prompts you can select when you generate the report, and the metrics that are represented in the report:

Prompts for the Speed Of Accept (hours) Report

Prompt Description
Pre-set Date Filter From the list, choose a time period on which to report, and move it to the Selected list.
Start Date Choose the first day from which to gather report data.
End Date Choose the last day from which to gather report data.
Queue Group Optionally, select a queue group on which to report.
Queue Optionally, select a queue on which to report.
Media Type Optionally, select the type of media to include in the report—for example, VOICE, EMAIL, and CHAT.
Interaction type Optionally, select an interaction type on which to report.
Tenant For multi-tenant environments, optionally select the tenant(s) for which to include data in the report.

Attributes for the Speed Of Accept (hours) Report

Attribute Description
Tenant This attribute enables data within the reporting interval to be organized by tenant.
Media Type This attribute enables data to be organized by the interaction’s media type—for example, VOICE, EMAIL, and CHAT.
TimeRangeKey This attribute enables the identification of time-range boundaries by tenant. These boundaries define the upper and lower limits for the service-time intervals that are used by the Speed of Accept and Abandon Delay reports.
Queue This attribute enables data within the reporting interval to be organized by the name of the ACD queue, virtual queue, interaction queue, or workbin.
Interaction Type This attribute enables data to be organized by the interaction’s type—for example, Inbound, Outbound, and Internal.
Day This attribute enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.

Metrics used in the Speed Of Accept (hours) Report

Metric Description
Accepted Agent ST1 The total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent prior to the first service time interval threshold. If the first service time threshold is not defined, this metric uses no limit as the upper boundary of the service time interval.

Speed-of-accept thresholds are defined within the [agg-gim-thld-QUEUE-ACC] section.

Accepted Agent ST2 ... Accepted Agent ST10 The total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent within the service time interval that is bound by the two indicated service time thresholds. If the lower service time threshold is not defined, this metric returns 0. If the upper service time threshold is not defined, this metric uses no limit as the upper boundary of the service time interval.

For example, Accepted Agent ST2 is the total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent within the service time interval that is bound by the first and second service time thresholds. In this example, if the first service time threshold is not defined, this metric returns 0. If the second service time threshold is not defined, this metric uses no limit as the upper boundary of the service time interval.

Speed-of-accept thresholds are defined within the [agg-gim-thld-QUEUE-ACC] section.

% Accepted Agent ST1 The percentage of interactions that entered this queue and were subsequently distributed and accepted by agents prior to the first service time interval threshold, relative to the total number of customer interactions that entered this queue and were subsequently distributed and accepted by agents.
% Accepted Agent ST2 ... % Accepted Agent ST10 The percentage of interactions that entered this queue and were subsequently distributed and accepted by agents within the service time interval that is bound by the indicated service time thresholds, relative to the total number of customer interactions that entered this queue and were subsequently distributed and accepted by agents.

For example, % Accepted Agent ST10 is the percentage of interactions that entered this queue and were subsequently distributed and accepted by agents within the service time interval that is bound by the ninth and tenth service time thresholds, relative to the total number of customer interactions that entered this queue and were subsequently distributed and accepted by agents.

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This page was last modified on July 23, 2018, at 10:16.