The IT Contact Analytics Detail Dashboard helps you to analyze the daily, weekly, and monthly trends of call details on the basis of the skills in a selected time frame.
To view the required data, in the Detail dashboard, perform the below tasks:
Select a time frame, Daily, Weekly, or Monthly to view the client call trend for the period.
From the Select Skill
hierarchy, from the Skill Level
drop-down list, select the skill group for which you wish to analyze
the call details.
Note: The Skill Levels provide you the skill groups in a hierarchical manner. You can start selecting from the highest Skill Level to the lowest Skill Level. The highest Skill Level is the parent skill and rest of the Levels are the children skills.
For Example, start selecting from the and go on selecting the Skill Levels in an descending order till the Skill Level 0. However, you do not have any constraints from selecting directly from the Skill
Level 0 as well without selecting a value from the parent Skill Level. But when a parent skill value changes, the corresponding children skill values are reset
to All.
According to the above selection, you can view the graphical representation of the Call Details such as, Call Volume, Average Speed of Answer, Average Call Handle Time, Average Time to Abandon, RONA, Average Hold Time, Average ACW Time, and Calls Met SLA metrics that are described in the below sections.
Legends:
A downward arrow, if in green (
), symbolizes
a positive impact in the fall in the metric.
A downward arrow, if in red (
), symbolizes
a negative impact in the fall in the metric.
An upward arrow, if in green (
), symbolizes
positive impact in the growth of the metric.
An upward arrow, if in red (
), symbolizes
negative impact in the growth of the metric.
The following metrics are used in the Detail dashboard:
| Metric Name | Description |
|---|---|
| Average Hold Time | Amount of time in seconds that an agent places a call on hold. |
| Average ACW Time | Average time in seconds taken by the agent to wrap-up after call tasks. |
| Calls Met SLA | Number of calls which were answered within the Service Level time limit. |
| Call Volume | Number of calls that were queued by the call system. |
| Average Speed of Answer | Average time in seconds it took agents to answer calls. |
| Average Handle Time | Average time in seconds it took agents to handle calls, including talk time, hold time and after call work. |
| Average Time to Abandon | Average time, in which the caller disconnected the phone before an agent answered. |
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