Defining Report Header in Agent Performance

[TheCardMan]

Average Skillset Talk Time = Does this include Hold Time?

What is: Break Time, Ring Time, Wait Time, and are these factored into the Average Talk Time? Where is Hold Time?

Over all what I am trying to figure out is the definition of all the columns in the Agent Performance report. When I look in the Data Dictionary it just tells me the formular for "break time" is "break time", where do i find what the meaning of break time is?

 

[Milesprower]

Skillset talk time does include hold time.

If you have the data dictionary, you are holding the answer in your hands. Look in the front 1/3 of the document to find the database view for your report.

For the Agent Performance Report the view is AgentPerformanceStat. The definitions of the data elements in the view are provided.

 

[TheCardMan]

Thanks Miles....

I see in the dictionary it states: "Breaktime begins when a contact is released or closed and ends when the break timer elapes. This includes DN calls, but excludes ACD and NACD calls."

Why would it exclude ACD calls, is this not what we are reporting on?

Also - is there any report that will show me the "hold time" that is included in the "Talk Time". How can I break this out? I want to see if agent are using the hold too often to ask questions to a co-worker or supervisor. May mean they need additional training to limit the amount of time they put customers on hold.

 

[Milesprower]

You're new to Symposium/Call Center Manager, right?

ACD and NACD (Network ACD) calls are calls routed by the switch, not the Call Center Manager. In a perfect world, there should be zero ACD and NACD calls. It means that the script is not controlling the call and the switch has picked it up and "default" routed it.

If you are seeing a lot of ACD calls, then you should double check your system to make sure it is configured properly.

There are no canned reports that break out hold time. However, Nortel is collecting the data, so you can create a custom template report to include it. The Call Center Manager version contains a report writer wizard, or you can use crystal reports or if you are database wizard, you can use other tools to extract the data.

You need to walk before you run, so get comfortable with the Data Dictionary. If you do not normally work with databases, this will take you a while to come up to speed.