Definition

Displays the interactions that an agent handles for each queue during the scheduled duration.

How it works

The dossier provides summarized information of interactions for each queue. This dossier also displays information on interactions that a routing agent either abandons or distributes based on KPIs, such as offered, answered, not-answered, abandoned, and completed.

Supervisors can view the data for the selected interval. Intervals are aggregated by 15 minutes and can be selected for a scheduled duration. Data displayed is listed at the agent level, and is written to the database every 15 minutes.

To create a dossier based on customized data, click Chapter in editable mode. In the grid view, you can select measures to display in the grid from the Select Measures panel in the dossier.

Apart from the dossier overview for each selected duration, this dossier also provides the Agent View tab for analyzing individual agent by queue performance.

Business usage

Allows a supervisor to assess the performance of configured queues at the agent level and to calculate the number of accepted interactions in each queue within the defined service level. This information helps the supervisor to compare the performance of agents for each queue in handling interactions during the selected duration.

• How can a supervisor select a fixed interval in this dossier?

  On the Select a Date Interval field, click to select the duration from the From and To fields.

• Where can a supervisor select an agent and a queue to gather the agent and queue-specific information?

  You must select the details in the Select an Agent and Select a Queue fields.

• How can a supervisor find out the number of interactions offered to an agent and the number of interactions answered, not answered, and completed during the reporting duration?

  In the grid view, check the details in the Offered, Answered, Not Answered, and Completed columns.

  You can also check the details in a line chart for the Offered versus Completed and Offered versus Not Answered KPIs.

• How can a supervisor compare the details of two or more queues?

  In the Queue Name prompt, enter the queues that you want to compare, and the dossier summary displays the data for the selected queues. The Queue Name prompt is optional.

• How many interactions did an agent transfer to queue for the selected duration?

  In the grid view, use the Transfer Initiated to Queuecolumn to see the count of transfer attempts that the agent initiates. For the count of transfers that the agent successfully handles, see the number that is displayed in the Transfer Accepted From Queue column.

  The bar graph in the Overview page displays the data for Transfer Initiated to Queue versus Transfer Accepted From Queue.

  The grid diagram provides a view of the percentage of Abandoned from Alerting by the selected queue name.

• Where can a supervisor get the number of abandoned interactions in the queue?

  See the Abandoned from Alerting column for the number of interactions that the customer abandoned before the agent responded to the interaction.

  Click the Overview tab to get an overall view in the highlighted boxes at the top of the dossier.

• What are the filters available in the dossier?

  The filters available in the standard dossier are:

  Columns	Formula
  Agent Name (Login ID) (number of selected agent)	Select the relevant agents. If you have over 15 agents, the dossier displays the search option to filter the required agent.
  Queue Name (number of selected queue names)	You can select the required queue name.
  Interval	You can select the duration in the From and To fields.

  To customize the dossier, you can drag and drop any of the standard measures for filtering.

• What are the standard columns available in the dossier?

  The standard columns are:

  Columns	Description
  Abandoned From Alerting	The number of alerting interactions that the customer disconnects within the reporting period.
  Alert Duration	The total alert duration of all the interactions over all the channels for an agent.
  Active Time	The duration the agent spent working on interactions within the reporting period in dd:hh:mm:ss format. Active Time is a calculated column derived from Active Duration.
  ACW Count	A count of interactions in active ACW state for the queue or the channel.
  ACW Duration	The duration an agent was in the ACW state within the reporting period.
  Agent Login Id	The login ID associated with the agent. The asterisk (*) denotes the deleted users.
  Agent Display Name	The name of the agent as configured in Application Center Administration.
  Answered	The number of interactions that an agent answered.
  Completed	A count of completed interactions for an agent within the reporting period.
  Hold	A count of customer visible holds within the reporting period.
  Hold Duration	The amount of time the agent had put a customer interaction on hold.
  Hold Time	The duration for which the agent places the interactions on hold in dd:hh:mm:ss format.
  Not Answered	A count of interactions offered that the agent did not answer. The metric does not increment when a transferred interaction is unanswered.
  Offered	A count of interactions directed to the agent within the reporting period.
  Queue Name	The name of the queue.
  Transfer Accepted From Queue	A count of interactions where a single-step transfer from the queue was successful.
  Transfer Initiated to Queue	A count of interactions where a single-step transfer to the queue was initiated.
  Warm Transfer Initiated to User	A count of interactions where a consultation call to the user resulted in an agent initiating a transfer to another agent.
  Warm Transfer Accepted From User	A count of interactions where a consultation call to a user resulted in an agent accepting the transfer from the user.
  Warm Transfer Initiated to Queue	A count of interactions where a consultation call to a queue resulted in an agent initiating a transfer to the queue.
  Warm Transfer Accepted From Queue	A count of interactions where a consultation call to the queue resulted in an agent accepting a transfer from the queue.
  Interval	The duration of the interaction in 15 minute intervals.

• What are the calculated columns available in this dossier?

  The calculated columns are:

  Columns	Formula
  % Abandoned from Alerting	Sum (Abandoned from Alerting / (Sum (Offered)) *100 The percentage of calls abandoned while alerting which were offered to a queue and channel.
  % Answered	Sum (Answered) / (Sum (Answered) + Sum (Not Answered)) *100 The percentage of answered interactions.
  % Completed	Sum (Completed / (Sum (Offered)) *100 The percentage of interactions completed of those offered.
  % Not Answered	Sum (Not Answered) / (Sum (Answered) + Sum (Not Answered)) *100 The percentage of unanswered interactions.
  Total number of agents	Total number of agents considered in the dossier.

• What are the custom columns available in this dossier?

  The custom columns are:

  Columns	Description
  ACW Duration (secs)	The duration for which the agent was in the ACW state in seconds.
  Barging	The number of times a supervisor performed a barging interaction within the reporting period.
  Barging Duration	The duration for which a supervisor performed a barging interaction within the reporting period.
  Observed	A count of the agents observed by a supervisor within the reporting period.
  Observed Duration	The duration for which the agents were observed by a supervisor within the reporting period.
  Transfer To Queue Canceled	A count of interactions where a single-step transfer to the queue was canceled.
  Transfer to Queue Failed	A count of interactions where a single-step transfer to the queue failed.