The inbound report provides the validation on all the inbound calls/cases observed at the Agent, Case, and Campaign level interactions.

User Persona: Managerial Level

Unique Customer Extract

This report provides the overall Call count & time stats for all the calls received from every customer.
Each row provides data on each customer record based on the customer's mobile number.
Date: The calendar date on which the activity occurred.

Customer: Name of the customer.

Customer Phone Number: Phone Number through which the customer has contacted.
Call Count: Number of calls from that particular customer.

Calls Abandoned Within IVR: Number of calls abandoned within the IVR from that particular customer.

Number of calls Requested For an Agent: Number of calls requested to connect with an agent (through IVR selection) from that particular customer.

Calls abandoned after requesting an agent: Number of calls that were abandoned while waiting to connect with an agent from that particular customer.

Number of Calls Taken: Number of calls connected to an agent.

Talk Time: Total time spent by agents in interaction with that customer.

Hold Time: Total time for which the call was on hold.

After Call Wrap-up Time: Total time spent in after-call work/wrap-up.

DID Wise Call Report

This report provides the overall Call count & time stats for all the calls received through each DID number.
Date: The calendar date on which the activity occurred.

DID: Direct Inward Dialing.

Voice Application: Name of the Voice application through which the call is made

Voice Application Number: The phone number of a voice application used to call or connect on a call.

Call Count: Number of calls received through that DID.

Calls Abandoned Within IVR:  Number of calls abandoned within the IVR through that DID..

Number of calls Requested For an Agent: Number of calls requested to connect with an agent (through IVR selection) through that DID.

Calls abandoned after requesting agent: Number of calls that were abandoned while waiting to connect with an agent through that DID.

Number of Calls Taken: Number of calls that were connected to an agent.

Talk Time: Total time spent by agents in interaction with that customer.

Hold Time: Total time spent by agents in interaction with that customer.

After Call Wrap-up Time: Total time spent in after call work/wrap-up.

Customer Phone Number: Phone Number through which customer has contacted.

Inbound Call Funnel Extract - Aggregation Hourly

This report provides the call center performance data (Call count & Time stats) splitted for hourly aggregation.
Date: The calendar date on which the activity occurred.

Call Count: Number of calls received.

Calls Abandoned Within IVR:  Number of calls abandoned within the IVR.

Number of calls Requested For an Agent: Number of calls requested to connect with an agent (through IVR selection).

Calls abandoned after requesting an agent: Number of calls that were abandoned while waiting to connect with an agent.

Number of Calls Taken: Number of calls that were connected to an agent.

Talk Time: Total time spent by agents in interaction with the customers .

Hold Time: Total time spent by agents in interaction with the customers.

After Call Wrap-up Time: Total time spent in after call work/wrap-up.

Cradle to grave - Inbound

This is a call/ case level report and thus the Call Activity values recorded are based on/ derived from the customers’ call records. This section gives insights on the overview of every inbound case with all the agents involved throughout the case and provides the time split/ time taken during the call processing.
Case refers to a customer identified with an ID, name and mobile number associated with the 1st interaction made.

Conversation Id is an unique ID created for every call made against a case. 

Call Start Time: Time when the Call has been initiated/ triggered time.

Call Disconnect Time: Time at which the call gets disconnected.

Voice Application Number: The phone number of a voice application used to call or connect on a call.

Customer Phone Number: Phone Number through which customer has contacted.

All Participated Agents Csv - mentions the name of all the agents who were part of the call through transfers.
IVR Time: Total time spent in IVR.

Speed of Answer: Time calculated from when the customer requests for an agent till the time agent picks the call.

Queue Time (Call): Time the call spends in the first/initial queue before getting assigned to an agent.

Ring Time (Call): Time for which call was ringing on Agent Console.

Talk Time: Total time spent by an agent in interaction with the customer.

Hold Count: Number of times a customer was put on hold for the call by an agent.

Hold Time: Total time for which the call was on hold.

Conference Time (Call): Total time spent in conference [two agents on the same call].

After Call Wrap-up Time: Total time spent in after call work/wrap-up.

Initial Work Queue: Name of the first work queue the call lands on.

Final Work Queue: Name of the final work queue the call lands on.

Call Disposition Plan: Standard field in ACW showing product details for which the disposition plan was filled by the agent.

Call Disposition: Call disposition form/ acw will come on the call disposition screen which is filled by the agent to note the intent of the customer.

Call Sub-Disposition: Standard field in ACW form where the reason/intent of the call is filled by the agent after the call.

Disconnection Type- States the disconnection type of the call, if it was system disconnection / agent/ customer disconnection.

ACD Report

The Assignment Engine  report shows the number of calls answered and abandoned in the selected time range at the queue level. This report also displays the service level for various queues. Since this report shows how long it takes for calls to be answered or abandoned, you can determine the customer wait time thus improving the ASA. You can also get this report at different date aggregations, i.e. 30 mins, hourly or daily to check the peak call volume and thus ensure better agent staffing. This report creates the record of every call that reaches the queue from IVR.

Total Calls (Per Assignment) (Sum): Number of calls.

Flew In Count (Per Assignment) (Sum): Boolean value stating if the call flew in for a particular assignment.

Total Calls Taken (Per Assignment) (Sum): Total number of calls that are connected to agent.

Number of Calls Answered Within SLA (Per Assignment) (Sum): Total number of calls answered (both agent and customer connected) within SLA time.

Total Abandoned Calls (Per Assignment) (Sum):

Number of Calls Abandoned Within SLA (Per Assignment) (Sum): Number of calls abandoned within threshold while waiting in the queue.

Number of Calls Abandoned While Ringing Within SLA (Per Assignment) (Sum):

Average Abandon Time Work Queue (Per Assignment) (Sum): The average time duration of an abandoned call waiting in Work or Holding Queue. = (Work Queue Time)/(Total Abandoned Calls).

Number of Calls Abandoned While Ringing Within SLA (Per Assignment) (Sum):

Average Abandon Time Ringing (Per Assignment) (Sum): Average ring time for the calls abandoned in ringing state.

Average Talk time (UR) (Sum): Time spent by agent while talking to the customer (customer, agent both connected scenario)

Average Hold time (UR) (Sum): Time for which agent put the call on hold

Flew Out Count (Per Assignment) (Sum): Boolean value stating if the call flew out for a particular assignment.

% of Calls Answered Within SLA (Per Assignment) (Sum): Number of calls answered within SLA / Total Calls - Calls abandoned within SLA.

ACD Report Call Wise

This widget summarizes the Assignment Engine data at each call level.

ACD Report (Work Queue)

This widget summarizes the Assignment Engine data at each queue level.
Work Queue ID: Name of the Work Queue
Originated in Queue (UR): Number of calls that were first assigned to that queue.