Interaction Volume Business Result report
This page describes how you can use the Interaction Volume Business Result report to view what percentage of interactions achieve each Business Result, and highlights cases that do not meet the baseline service objective.[+] Tip: How do I generate a report?
Understanding the Interaction Volume Business Result report
Use the Interaction Volume Business Result report to gauge the service level on a day-by-day basis.
The Summary tab illustrates the percentages of service level, highlighting the exceptions by business result for those interactions that have defined a baseline service objective that is greater than zero. The Main tab summarizes how interactions that enter the contact center are categorized into the business-result attributes that are configured in your environment. The Data tab provides the same information as is found on the Main tab, but in a format more suitable for printing.
You can specify the Date Range, Business Result, Media Type, and Interaction Type.
To get a better idea of what this report looks like, view sample output from the report:
Prompts and Measures
The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report: