Historical Reporting (Queues, Agents and Phone Numbers)
A user with the Call Center Manager permissions can access reports through the AWS Dashboard. All Reports can be SCHEDULED, DOWNLOAD and RETRIEVED from 2 YEARS of S3 Storage generated as follows:
- Hourly, Daily, Weekly and Monthly auto archived
- Reporting periods are from .5 to 12 hours
Phone Number reports include:
- Average Queue Abandoned Time
- Average After Contact Work Time
- Average Queue Answer Time
- Average Handle Time
- Average Customer Hold Time
- Average Agent Interaction Time
- Contacts Abandoned
- Contacts Handled Contacts handled Incoming
- Contact Handled Outbound
- Contact Queued
- Maximum Queued Time
- Service level 60 seconds
- Service level 120 seconds
Agent Reports Include
- Agent on Contact time
- Agent Idle Time
- Agent Non Productive time
- Average after contact work time
- Average Handle Time
- Average Customer hold time
- Average Agent Interaction time
- Contracts Handles
- Contacts Handled Inbound
- Contacts Handled Outbound
- Contacts Put on Hold
- Contacts Transferred Out
- Contacts transferred out Internal
- Contract transferred out External
- Agent Answer Rate
- Contact Missed
- Occupancy
- Online Time
Queue Reports
- Average Queue Abandoned Time
- Average after contact work time
- Average Queue answer time
- Average Handle Time
- Average Customer Hold time
- Average Agent Interaction time
- Contacts Abandoned
- Contacts Handled
- Contact handled Incoming
- Contact handled Outgoing
- Contacts disconnected
- Contacts Queued
- Contacts transferred in From Queue
- Contact transferred out From Queue
- Service Level 60 Seconds
- Service Level 120 Seconds
REAL TIME REPORTING
AWS Dashboard provides reporting based on Queues, Agents and Routing Profiles with the same Scheduling and Customization options as Historical reports
Queue Reports Provide
i. Agent
- Online
- On a Call
- NPT
- ACW
- Error
- Available
ii. Performance
- In Queue
- Oldest
- Scheduled
- Queued
- Handled
- AHT
- SL 60
- SL 210
Agent Reports Provide
i. Agent
- Status
- Duration
- Hierarchy
- Routing Profile
ii. Phones
- Active
- Availability
- Contact State
- Queue
iii. Performance
- Average ACW
- Missed
- Handled IN
- Handled OUT
- AHT
- Occupancy
Routing Profiles
i. Essentially the same as the Queue Report Cross referenced by Routing Profile (Agent assigned to Queue)