09/06/18 19:59 PM  

Pulse - Historical Alerts | RingCentral Contact Center

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SummaryPulse for Contact Center, supervisors and managers may get notifications anytime anywhere. Pulse is a perfect supplement to existing Contact Center reporting and monitoring capabilities. This article describes the different Pulse Historical Alert and the data elements included.
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Pulse - Historical Alerts

 

Skills Historical Alert


This Alert type combines both metric types: skill performance metrics aggregated over a specified period of time and the number of Agents per state and longest waiting time in the Queue at the current moment.

Data element nameData Element Description
Number of Abandoned ContactsThe total number of Contacts who hung up before speaking with an Agent during the specified time period.
Abandon RateThe percentage of all Contacts in this skill who hung up before speaking with an Agent during the specified time period.
Average Handle TimeThe average amount of time Agents spent working on each call in this skill during the specified time period. This includes talk time, dispositions, and hold time.
Average Inqueue TimeThe percentage of total Contact time the Contact spent in the Queue waiting for an Agent to become available.
Average Speed To AnswerThe average amount of time it took Agents to answer calls in this Skill during the specified time period.
Average Talk TimeThe average amount of time a Contact spent speaking with an Agent, including hold time and conference time
Average Wrap TimeThe average amount of time Agents spent doing after call work, such as applying dispositions, after calls in this Skill during the specified time period.
Number of Contacts Handled via SkillThe total number of Contacts Agents handled via this Skill during the specified time period.
Number of Contacts Offered via SkillThe total number of Contacts Agents were offered via this Skill during the specified time period.
Contacts Out Of SLAThe number of Contacts Agents handled outside the specified service level threshold.
Contacts Within SLAThe number of Contacts Agents handled within the specified service level threshold.
Service LevelThe percentage of total Contacts the system offered to Agents via the skill that the Agents handled within the defined service level threshold during the specified time period.
Number of Queued ContactsThe total number Contacts placed in this Skill's Queue during the specified time period.
Hold TimeThe amount of time Contacts spent on hold with an Agent in this skill during the specified time period.


Actual Skill Metrics

 
Data element nameData Element Description
Number of Agents in ACWNumber of Agents in ACW state on the Skill.
Number of Available AgentsNumber of Agents available on the Skill.
Number of Idle AgentsNumber of Agents idle on the Skill.
Agents Logged InThe number of Agents assigned to the Skill who are currently logged in.
Agents UnavailableThe number of Agents assigned to the Skill who are logged in and in an unavailable state.
Number of Working AgentsThe number of Agents assigned to the Skill who are currently logged in and actively using the Skill.
Number of Active ContactsNumber of active Contacts for the Skill
Longest Queue DurationThe longest time a Contact has been waiting to speak to a Contact Center Agent.


Other data elements

Data element nameData Element Description
Campaign NameCampaign Name that the Skill belongs to. Name of Campaign that the Skill belongs to. Campaigns are configured in Contact Center Central via Routing > Campaigns menu.
Is Outbound SkillIndicates if the Skill is outbound
Media Type NameThe media type or channel of a Contact: Phone Call, Email, Chat, Voice Mail, Work Item, SMS, Social.
Skill NameName of the Skill. The full list of skills is available via Routing > Skills menu in Contact Center Central.
Service Level GoalThe service level goal configured for the Skill.
Service Level ThresholdThe threshold configured for the Skill.

 

Agents Historical Alert


This Alert type reports on the Agent's performance metrics aggregated over period of time specified in “Monitor Interval”.

Data element nameData Element Description
Length of time Agent was in ACWThe length of time the Agent spent in ACW work.
Agent NameFirst and Last Agent Name.
Available TimeThe length of time the Agent spent waiting for Contacts to arrive.
Inbound Calls CountNumber of inbound calls handled by the Agent
OccupancyThe percentage of total wait and handle time an Agent spent handling Contacts.
Outbound Calls CountNumber of outbound calls handled by the Agent.
Percent of total calls refusedThe number of Contacts the system offered the Agent where the Agent did not respond. If the system routes the Contact to the same Agent a second time and they answer the Contact, the Contact is counted as both a refused call and a handled call for that Agent. For this reason, refused and handled may not add up to offered.
Total calls refusedTotal count of Contacts refused by the Agent.
Team NameTeam Name of this Agent. Team Name is available in Contact Center Central via Admin > Users > Teams menu.
Average Handle Time for All CallsThe average amount of time an Agent spent handling a Contact.
Average Talk Time for All CallsAverage talk time of all Contacts handled by the Agent. Talk time is amount of time a Contact spent speaking with an Agent, including hold time and conference time.
Total Calls HandledNumber of calls handled by the Agent
Unavailable TimeThe amount of time the Agent spent in an unavailable state.
Agent Working RateThe percentage of total time the Agent was logged when an Agent was available or actively handled Contacts.
Total Talk TimeThe amount of time all Contacts spent speaking to an Agent between the initial greeting and hanging up. It includes anything that happens during the call, including hold time and conference time.
Inbound Average Talk TimeThe average amount of time an inbound Contact spent speaking with an Agent, including hold time and conference time.
Inbound Talk TimeThe amount of time all inbound Contacts spent speaking to an Agent between the initial greeting and hanging up. It includes anything that happens during the call, including hold time and conference time.
Inbound TimeThe amount of time the Agent spent handling all inbound call, including anything that happened between the initial greeting and hanging up. Only calls that lasted longer than two seconds count in this statistic.
Outbound Average Talk TimeThe average amount of time an outbound Contact spent speaking with an Agent, including hold time and conference time.
Outbound Talk TimeThe amount of time the outbound Contact spent speaking to an Agent between the initial greeting and hanging up. It includes anything that happens during the call, including hold time and conference time.
Outbound TimeThe amount of time the Agent spent handling all outbound calls, including anything that happened between the initial greeting and hanging up. Only calls that lasted longer than two seconds count in this statistic.
Number of Contacts offered to AgentThe number of Contacts that the system routed to an Agent.
Length of time in ConsultThe amount of time the Agent spent speaking with another Agent or supervisor.
Length of time Agent Logged inThe amount of time the Agent was logged in to the system.


 

Completed Contacts Historical Alert


This Alert type represents information on all completed Contacts within the period defined by the user in Alert configuration. This information is useful to get Alerts on Contact completion results: disposition, refusal reason, tags, etc.

Data element nameData Element Description
Contact AbandonedIndicates if the Contact spent time waiting to speak to an Agent and hung up before the ACD transferred it to an Agent.
Length of time contact was with AgentNumber of seconds tjhe Contact was with the Agent
Length of time Contact was in ACWThe length of time the Agent spent doing after call work.
Campaign NameName of the Campaign for the Contact. Campaigns are configured in Contact Center Central via Routing > Campaigns menu.
Disposition NotesNotes from dispositioning the Contact.
Agent NameName of the Agent who handled the Contact.
From ANIThe phone number from which the call originated or email source of the Contact.
Hold CountNumber of times the Contact was on hold.
Time In QueueThe length of time the Contact was in the Queue.
Is Outbound ContactIndicates if Contact is outbound.
Is Contact RefusedIndicates if Contact was refused.
Is Contact Short AbandonedIndicates if the Contact that spent time in the Agent Queue and hung up before the time specified in the short abandon interval.
Is Takeover ContactIndicates if Contact is a takeover—Contact that a another Agent or supervisor took over.
Media Type NameThe type of media or delivery method associated with the Contact: Phone Call, Email, Chat, Voicemail, Work Item, SMS, Social.
Point of Contact NameThe name of the point of contact within the Skill configuration.
Primary Disposition NameThe disposition text description. It includes the name for a particular disposition.
Service Level FlagService Level Flag values available:
The Contact never entered the Queue;
The Contact was handled within the required service level;
The Contact was not handled within the required service level.
Skill NameName of the Skill where the Contact was handled. The full list of skills is available via Routing > Skills menu in Contact Center Central.
Tag NameTags on Contact. The tag text description. It includes the name for a particular tag.
Team NameName of the Team that the Agent handled that the Contact belongs to.
Contact DestinationDNIS or email destination for the Contact.
Contact Activity TimeThe amount of time the Contact spent in the Contact Center system.
Transfer Indicator NameName of transfer type: 'None', 'ReSkill', 'ReAgent', 'Consult', 'TakeOver'
Contact IDThe Contact ID of a specific Contact attempt.
Master Contact IDThe master or parent ID of one or more related Contacts.
Contact started atTime the Contact started.
Contact Refuse ReasonReason the Contact was refused. A refused call in the Contact History report does not necessarily mean the Contact was lost or that a serious problem occurred that requires attention. Sometimes a call is considered refused because it was redirected to another Agent.
Secondary Disposition NameResult that the Agent or system assigns to the Contact when the interaction ends.
Length of time the Contact was on HoldThe length of Time the Contact was on hold.



To view other Pulse topics, go to: Pulse - Overview | RingCentral Contact Center.

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