Contents
- Introduction
- Access to Reports and Records
- Interaction Records
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Agent Timeline
- Detail Reports
- General Information About Detail Reports
- Agent Activity Report
- Agent Activity CSV Report
- Call Detail Report
- Call Detail CSV Report
- Email Detail Report
- Internal Chats Report
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Email Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- Monthly Concurrent Users Report
- Dispositions in Time Report
- Email Service Report
- 1 Intra-Team by Service Report
- 1.1 Metric Descriptions
- 1.1.1 Number of Calls Handled
- 1.1.2 Average Handling Time (Inbound)
- 1.1.3 Number of Calls Made
- 1.1.4 Average Handling Time (Outbound)
- 1.1.5 Number of Surveys
- 1.1.6 First Call Resolution %
- 1.1.7 Contact Satisfaction
- 1.1.8 Net Promoter Score
- 1.1.9 Agent Abandons
- 1.1.10 Call Rejects / No Answer
- 1.1.11 Initiated Transfers
- 1.1 Metric Descriptions
- Intra-Team Performance Report
- Requested Skills Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) Report
- Carrier Usage
- Campaign Results
- Recordings Details
Intra-Team by Service Report
This report provides service-call-handling metrics for selected agent(s) of selected teams. Call related to specific services are reported separately. Only the services associated with the selected teams are included. Direct calls, including transfers, are reported separately in the last section of the report.
All interaction-related metrics in this report are calculated for call and chat media types. For agents’ email metrics, use the Agent Email Report.
Metric Descriptions
Number of Calls Handled
Number of Calls Handled is the total number of inbound calls to the given service handled by the agent.
Average Handling Time (Inbound)
Average Handling Time (Inbound) is the average handling time, including after call work, for inbound calls to the given service.
Number of Calls Made
Number of Calls Made is the total number of outbound calls associated with the given service handled by the agent.
Average Handling Time (Outbound)
Average Handling Time (Outbound) is the average handling time, including after call work, for outbound calls associated with the given service.
Number of Surveys
Number of Surveys is the number of surveys available for calls to the given service handled by the agent.
First Call Resolution %
First Call Resolution % is the percentage of surveys that indicated first call resolution relative to the total number of surveys available for calls to the given service handled by the agent.
Contact Satisfaction
Contact Satisfaction is the average of contact satisfaction marks from all surveys available for calls to the given service handled by the agent.
Net Promoter Score
The Net Promoter Score (NPS) is based on the results of surveys available for calls to the given service handled by the agent. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/
Agent Abandons
Agent Abandons is the number of inbound calls to the given service that the agent answered and terminated within 10 seconds.
Call Rejects / No Answer
Call Rejects / No Answer is the number of inbound calls to the given service that the agent rejected and/or did not answer.
Initiated Transfers
Initiated Transfers is the number of calls to the given service that the agent transferred.