Latest revision as of 16:17, 27 July 2018

Reporting

The general real-time and historical service metrics treat virtual calls as if they were regular inbound calls waiting in the physical queue. Calls that select the Virtual Queue option are counted as Queued. Successful callbacks (i.e., answered by customers and connected to agents) are counted as Answered, while unsuccessful callbacks (unanswered, busy, or answered but abandoned before being connected to agents) are counted as Abandoned in Queue.

In addition, both real-time and historical reporting functions provide a number of metrics that focus specifically on the VQ functions.

To illustrate the above, let’s consider the following example:

100 customers have called a service since the start of the day up to the present moment.

• 40 of those customers have selected the VQ option, of which:
  • 25 answered the callbacks and were connected to agents
  • 1 answered the callback but hang up before being connected to an agent
  • 3 did not answer when called back
  • 1 was busy when called back
  • 10 are still waiting for a callback at the present moment
• 60 of those customers have selected to remain on the line, of which:
  • 40 were connected to agents
  • 12 abandoned their call attempts after waiting for a while in the queue
  • 8 are still waiting in the queue at the present moment

The real-time service metrics view will show the following numbers for this service (only the relevant metrics are listed):

• IN Received = 100
• IN Queued = 100
• IN Queue Abandoned = 17 (3+1+1+12)
• IN Handled = 65 (25+40)
• IN ASA = (sum of wait times of the 65 answered calls) / 65
• IN Waiting = 18 (10+8)
• IN Max Wait = the current waiting time of the longest of the 18 calls currently waiting in queue
• CB Requested = 40
• CB Waiting = 10

For the formal definitions of the above real-time metrics, see section List of Service Metrics of the ServicePattern Supervisor Guide.

Now let’s assume that all of the live and virtual calls that were waiting in the queue in the above example were eventually connected to agents and that no other calls were made to the service on that day.

The historical Service Metrics Report for that day will show the following numbers for this service (only the relevant metrics are listed):

• Number of Calls Received = 100
• Queued = 100
• Abandoned = 17 (3+1+1+12)
• Abandonment Time = (sum of time in queue of the 17 abandoned calls) / 17
• Answered = 83 (25+40+10+8)
• Average Speed of Answer = sum of wait times of the 83 answered calls / 83

The historical Virtual Queue Report for that day will show the following numbers for this service:

• Callbacks Requested = 40
• Callbacks Requested Ratio = 40% (40/100)
• Callbacks Busy = 1
• Callbacks Busy Ratio = 2.5% (1/40)
• Callbacks No Answer = 3
• Callbacks No Answer Ratio = 7.5% (3/40)
• Callbacks Answered = 35
• Callbacks Answered Ratio = 87.5% (35/40)
• Average Wait Time to Callback = (sum of time in queue of the 40 virtual calls) / 40
• Average Callback Dialing Time = (sum of dialing times of the 35 answered callbacks) / 35
• Average Agent Answer Time = (sum of connection times of the 35 answered callbacks) / 35
• Callbacks Abandoned = 1 (1/40)
• Callbacks Abandoned Ratio = 2.5%