Definition

How it works

Business usage

• What prompts are available in the standard dossier? See the following table:

  Prompt	Description
  TimeZone	The timezone for displaying results on the dossier or report. This prompt is mandatory.
  Interval	The attribute to define the start date and end date of the reporting interval. This prompt is mandatory.
  Agent Group-Agent	A hierarchical prompt showing all agent groups and the Login ID of the agents. You can select multiple values, all values, or leave it blank. This is an optional prompt.
  Channel	The channel type. You can select any or all from the list of available channels: Voice, email, chat, and messaging.
  Agent Name (Login ID)	A filter column of agent names followed by their Login IDs.
  Channel	A filter column for channels.
  Date Range	A filter for a "From & To" duration.
  Hour	A filter column for hours of a day.
  Interval	A filter column for intervals of a day in 15 minute increments.

• What columns are available in the standard dossier? See the following table:

  Column	Description
  Agent Login Id	The login ID associated with the agent. The asterisk (*) denotes the deleted users.
  Agent First Name	The first name of the agent.
  Agent Last Name	The last name of the agent.
  Agent Display Name	The name of the agent as configured in Application Center Administration.
  Channel	The unique identifier of the channel.
  Interval Timestamp	A timestamp value with 15 minute interval for Interval view.
  Offered	A count of interactions directed to the agent within the reporting period.
  Transfer Initiated to Queue	A count of interactions where a single-step transfer to the queue was initiated.
  Transfer Accepted From Queue	A count of interactions where a single-step transfer from the queue was successful.
  Transfer Initiated to User	A count of interactions where a single-step transfer to a user was initiated.
  Transfer Accepted From User	A count of interactions where a single-step transfer from a user was successful.
  Transfer to External Initiated	A count of the interactions where a single-step transfer to an external address was initiated.
  Answered	The number of interactions that an agent answered.

• What are the calculated columns in this dossier? See the following table:

  Column	Description
  Total Channels	Count(Channel ID)
  Total Agents	A count of the distinct number of agents available.
  Total Engagements Initiated to Transfer	([Transfer Initiated To Queue]+[Transfer Initiated To User])+[Transfer To External Initiated]
  Total Transfer Engagements Accepted	[Transfer Accepted From Queue]+[Transfer Accepted From User]
  Transfer to Internal Initiated	[Transfer Accepted From Queue]+[Transfer Accepted From User]

• What columns are available for customization in this report? See the following table:

  Column	Description
  Active Duration (secs)	The duration spent between when a call was active to when the call was disconnected per queue and channel during the reporting period in seconds. This total excludes the time spent on hold and in ACW.
  % Answered	The percentage of answered interactions.
  % Completed	The percentage of interactions completed of those offered.
  % Holds	The percentage of interactions that spent time on hold.
  % Not Answered	The percentage of unanswered interactions.
  ACW Duration	The duration an agent was in the ACW state within the reporting period.
  Ad Hoc Email Initiated	The number of ad hoc emails initiated from the contact center.
  Ad Hoc Email Sent	The number of ad hoc emails sent from the contact center.
  Alert Duration	The total alert duration of all the interactions over all the channels for an agent.
  Avg Active Time	The average amount of time an agent spends working on interactions.
  Avg Alert Time	The average duration the agent had interactions alerting in dd:hh:mm:ss format.
  Avg Hold Time	The average amount of hold time for an agent while working on interactions.
  Conference Accepted From User	A count of interactions where an agent answers a consultation call from another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call when the agent initiating the call completes the call as a conference.
  Conference Accepted From Queue	A count of interactions where an agent answered a consultation call from another agent that ended as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Conference Initiated To User	A count of interactions where an agent initiates a consultation call to another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call when the agent completes the call as a conference.
  Conference Initiated To Queue	A count of interactions where an agent initiates a consultation call to a queue that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call.
  Conference to External	A count of external consultation calls that resulted in a conference.
  Consult Accepted From Queue	A count of consult to queue calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Consult Accepted From User	A count of consult to user calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Consult Initiated To User	A count of interactions that an agent initiated as a consultation call with another user. The metric increments by 1 for the agent who initiated the consultation call.
  Consult Initiated to Queue	A count of interactions that an agent initiated as a consultation call to another queue. The metric increments by 1 for the agent who initiated the consultation call.
  Consulted Duration	The duration an agent was in a consultation call with another agent. The duration is displayed in the hh:mm:ss format.
  Consulted duration (secs)	The duration an agent was in a consultation call with another agent in seconds.
  Consulting Duration	The duration an agent spent consulting another agent. The duration is displayed in the hh:mm:ss format.
  Consulting duration (secs)	The duration an agent spent consulting another agent in seconds.
  Consulting External Duration	The duration an agent spent consulting a user with an external number.
  Forwarded	A count of interactions forwarded by the agent within the reporting period.
  Hold Duration	The amount of time the agent had put a customer interaction on hold.
  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 Initiated to User	A count of interactions where a single-step transfer to a user was initiated.
  Transfer Accepted From User	A count of interactions where a single-step transfer from a user was successful.
  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.
  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.
  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 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 to External	A count of interactions that resulted in a transfer to an external number.