Abandon Intervals Metrics view


前提条件

The following permissions:

  • Analytics Conversation AggregateView 
  • AnalyticsData Export All
  • Analytics > Insight Configurations > View 
  • Directory > User > View
  • Routing > Queue > View 
  • UI > Supervisor Queue Details > View 

View detailed metrics about the length of abandons in a queue. See how many calls customers abandoned at certain lengths of time. For example, you can see how many abandoned calls happened after 6 but before 20 seconds. 

To open the Abandon Intervals Metrics view:

  1. Click Performance > Queues
  2. From the Queue Performance Summary view, select a queue. The queue’s detail view opens.
  3. From the Queue Performance Detail view, click the Abandon % statistics in the summary row. The Abandon Intervals Metrics view appears. 
  4. To see the most current data, click Refresh . This view does not update automatically. 
  5. To save the view with your filter and column settings, click Save .
  6. To export the data in the view, click Export .

メモ:
  • You cannot see the Abandon Interval Metric view for a Queue Performance Detail view that shows aggregate data for a group of queues
  • Abandoned calls greater than or equal to the lower limit but less than the upper limit of a column’s interval appear in that column. For example, a 6-second call and a 19.5-second call both appear in a 6–20 second column, but a 20-second call appears in the 20–40 second column. 
  • The default length of the Short Abandon column from 0 to 6 seconds. The Short Abandon column is the first interval set in the admin configuration view.

ビューをカスタマイズする

Customize the view to show only certain data. For example, you can choose to show only certain columns or filter by date or agent skills. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

Any filters applied in the Queue Performance views remain active in the Abandon Intervals Metrics view. 

Administrators can also adjust the length of time for each column. For more information, see Configure abandon intervals

To use date filters to customize analytics views:

  1. Click the icon for a date filter. Queues Performance date filter
  2. Click a view option for the chosen date filter.Queues Performance date filter options

The view displays data for the selected date filter.

If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.

Note: Some views do not include all date filter options.

アイコン Time Period オプション
Queues performance day icon

Day: Shows data for a single 24-hour day.

Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display. 

Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.

Queues performance week icon

Week: Shows data for a Sunday through Saturday time period.

Previous 7 days: Shows data for the previous seven days, with today being the seventh day.

Queues performance month icon

Day: Shows data for the exact month with no extra days.

Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.

Queues performance custom icon Custom date range Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click Date picker apply

To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.Queues performance date

To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time. Queues Performance view current day or interval

When each row shows a day, click a row to view that day’s 30-minute intervals.


To filter by media type, click a media type.Media type filter


To show or hide columns, click and then select the columns you want to view. 

To rearrange columns, click a column header and drag it.

Drag columns Queue Performance views


To filter by information about the interaction, click Filter .

Some metrics are not relevant for all filters. For example, the "offer" metric only applies to queues, not users. If you filter by a user, then the offer column does not include data.

Interactions filters

Filter 説明
スキル

Displays metrics for interactions with agents who have the selected skills. 

Filter for multiple skills at one time by entering other skills and searching again.

言語

Displays metrics for interactions with agents who have the selected languages. 

Filter for multiple languages at one time by entering other languages and searching again.

方向

Displays information about interactions of the selected directions.

Initial Direction

Displays information about interactions with the selected initial direction.

DNIS

Displays information for interactions with the selected DNIS numbers.

  • Enter only the DNIS number, including the country code. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • Enter the full DNIS number, such as 13172223333. The filter cannot search for a partial DNIS number. 
  • Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS

Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

  • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • Filter for multiple numbers at one time by entering other numbers and searching again.
To

Displays information for interactions sent to the selected email addresses. 

  • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
  • Filter for multiple addresses at one time by entering other addresses and searching again.
ユーザー

Displays information associated with the selected users.

Filter for multiple users at one time by entering other users and searching again.

To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.

Wrap-up

Displays information for interactions that have the selected wrap-up codes.

Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.

Message Type

Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message

メモ:

  • Real-time updates stop while any filters in the Filters pane are active. 
  • The skills and languages filters use agents’ ACD skills or languages, not the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.
  • When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.


To filter by information about the outbound details of the interaction:

  1. Click Filter
  2. Click the Outbound tab.

Outbound filters

Filter 説明
キャンペーン名

Displays metrics for interactions associated with the selected campaigns.

Filter for multiple campaigns at one time by entering other campaign names and searching again.

連絡先リスト

Displays metrics for interactions associated with the selected contact lists.

Filter for multiple contact lists at one time by entering other contact list names and searching again.


To filter by information about the Altocloud journey details of the interaction:

  1. Click Filter
  2. Click the Journey tab.

Journey filters

Filter 説明
Has Customer Journey Data Displays data for interactions that have customer journey data related to Altocloud.
Proactive Displays data for interactions where Altocloud offered a chat during a customer's website visit based on the Altocloud action map settings.   


Available columns

Your customizations determine which metric columns the view shows.

説明
着信数

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

Answer %

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

Answered (in Answered % column)

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

放棄 %

エージェントにつながる前にカスタマーが電話を切ったインタラクションのパーセント。 この放棄率は、インタラクションにタイムリーに対応するために人員が余分に必要なキューを特定します。

Calculated by: (Abandoned Count / Offered Count) * 100

Abandoned (in Abandoned % column)

The number of interactions where a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

サービス レベル %

Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues.

The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100

Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.

Short Abandon % 

The percentage of offered interactions in which the customer disconnected before the amount of seconds set for short abandon and before connecting with an agent.

Calculated by: (Short Abandon Count / Offered Count) * 100

The default short abandon time is less than six seconds, though administrators can set the short abandon time. For more information, see Configure abandon intervals.