🧑🤝🧑Team Overview Sum Report
Team Overview Sum – report that displays a team's key performance indicators by selected interval and inbox.
Filters
General report filters - allow you to select 1 or more possible values of a parameter from a list:
Interval - filter by interval
Date/Time - filter by time
Select Teams – filter by teams
Select Inboxes – filter by inboxes
Metrics
List of metrics available for display in the report:
| Metric | Description |
|---|---|
Date/Time | The start date and time of an interval |
Team | A team name |
Team ID | A team ID |
Inbox | An inbox name |
Inbox ID | An inbox ID |
Assigned | The number of dialogs that were assigned to a team |
Answered | Number of dialogs accepted by the agent when this team was assigned to a dialog |
Answered sl | The number of dialogs accepted by the agent during the time specified in the Service Level Target indicator when this command was assigned to a dialog |
Answered time | The overall speed of dialog acceptance by the agent from the moment of assignment to this team. This indicator shows how long the customer waits in the queue until the agent accepts the dialog |
Avg Answered time | The average speed of dialog acceptance by an agent from the moment of assignment to this team. This indicator shows how long the customer waits in the queue until the agent accepts the dialog. |
Handled | Number of dialogs handled by the agent when this command was assigned to the dialog |
Abandoned on Team | The number of completed dialogs in the queue (in other words, how many customers completed the dialog in the queue without waiting for the agent to accept the dialog) |
Short abandoned on Team | The number of short completed dialogs in the queue. A short completed dialog in the queue is one that has been waiting in the queue for no more than the time set in the Reporting settings. This indicator is used in the calculation of SL and usually such dialogs are not taken into account. For example, if a customer completes a dialog within 10 seconds of entering the queue, it does not affect the SL indicator. |
Abandoned on Team time | The total duration from the moment of assignment to the team to the moment the client ends the dialog in the queue before being accepted by the agent |
Avg Abandoned on Team time | The average duration from the moment of assignment to a team to the moment the customer in the queue ends the dialog before the agent accepts it |
Not responded | The number of times an agent did not accept or reject a dialog when this team was assigned to a dialog |
Transferred | The number of times the agent transferred the dialog to another agent/team when this command was assigned to the dialog |
Outbound | Number of dialogs initiated by the agent when this command was assigned to the dialog |
Resolved | The number of dialogs that were resolved and the last assignment in a dialog was to a team |
The total speed of the agent's first response within the assigned team for all dialogs. The speed of the first agent response is calculated as the time between the assignment of a dialog to an agent and the first response. The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty). | |
The average speed of the agent's first response within the assigned team. The first response speed of an agent is calculated as the time between the assignment of a dialog to an agent and the first response. The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty). | |
The total response speed of the agent within the assigned team for all dialogs. The agent response speed is calculated as the time between pairs of agent-client messages. | |
Average agent response speed within the assigned team. The agent response speed is calculated as the time between pairs of agent-client messages. The average speed is calculated as the sum of the time for each pair of agent-client messages divided by the number of such pairs. | |
Total number of client message-agent response pairs within the assigned team | |
Average number of customer message-agent response pairs per dialog within the assigned team | |
The total number of incoming messages from a customer on team dialogs | |
The average number of incoming messages from a customer per 1 dialog by team dialogs | |
The total number of incoming messages from a customer per 1 dialog, when an agent was assigned to a conversation on team dialogs | |
The average number of incoming messages from a customer per 1 dialog, when an agent was assigned to a conversation on team dialogs | |
The total number of outgoing messages from an agent and a bot per 1 dialog by team dialogs | |
The average number of outgoing messages from an agent and a bot per 1 dialog by team dialogs | |
The total number of outgoing messages from an agent per 1 dialog by team dialogs | |
The average number of outgoing messages from an agent per 1 dialog by team dialogs | |
The total number of outgoing messages from a bot per 1 dialog by team dialogs | |
The average number of outgoing messages from a bot per 1 dialog by team dialogs | |
Dialog duration on team | Total duration of dialogs on team dialogs when an agent was assigned to a conversation |
Avg dialog duration on team | The average duration of a dialog when an agent was assigned to a conversation |
Pending time | Total duration of dialogs in the pending status when this team was assigned to it |
Avg Pending time | Average duration of dialogs in the pending status when this team was assigned to it |
Pending # | Number of dialogs in pending status when this team was assigned to it |
Snoozed time | Total duration of dialogs in snoozed status when this team was assigned to it |
Avg Snoozed time | Average duration of dialogs in the snoozed status when this team was assigned to it |
Snoozed # | Number of dialogs in the snoozed status when this team was assigned to it |
OnTeam time | Total duration of dialogs in sub-status on the onteam when this team was assigned to it |
Avg OnTeam time | Average duration of dialogs in the onteam sub-status when this team was assigned to it |
OnTeam # | Number of dialogs in sub-status on a team when this team was assigned to it |
InQueue time | Total duration of dialogs in sub-status in the inqueue when this team was assigned to it |
Avg InQueue time | Average duration of dialogs in the inqueue substatus when this team was assigned to it |
InQueue # | Number of dialogs in the sub-status in the inqueue when this team was assigned to it |
Interacting time | Total duration of dialogs in sub-status in conversation with the agent (interacting) when this team was assigned to it |
Avg Interacting time | Average duration of dialogs in the interacting substatus when this team was assigned to it |
Interacting # | Number of dialogs in the sub-status in a conversation with the agent (interacting) when this team was assigned to it |
Alerting time | Total duration of dialogs in the sub-status is waiting for acceptance (alerting) when this team was assigned to it |
Avg Alerting time | Average duration of dialogs in the alerting substatus when this team was assigned to it |
Alerting # | Number of dialogs in the sub-status waiting for acceptance (alerting) when this command was assigned to it |
Acw time | Total duration of dialogs in the acw substatus when this team was assigned to it |
Avg Acw time | Average duration of dialogs in the acw substatus when this team was assigned to it |
Acw # | Number of dialogs in the acw substatus when this team was assigned to it |
Total duration of dialogs in the hold substatus when this team was assigned to it | |
Average duration of dialogs in the hold substatus when this team was assigned to it | |
Number of dialogs in the hold substatus when this command was assigned to it | |
Total duration of dialogs in the dialing substatus when this team was assigned to it | |
Average duration of dialogs in the dialing substatus when this team was assigned to it | |
Number of dialogs in the dialing substatus when this team was assigned to it | |
Total duration of dialogs in the contacting substatus when this team was assigned to it | |
Average duration of dialogs in the contacting substatus when this team was assigned to it | |
Number of dialogs in the contacting substatus when this team was assigned to it | |
Handling time | Total duration of dialog processing by the agent when this team was assigned to it (calculated as: (interacting time + hold time + dialing time + contacting time + acw time)) |
Avg Handling time | Average duration of dialog processing by the agent when this team was assigned to it (calculated as: (interacting time + hold time + dialing time + contacting time + acw time)/n handled) |
FlowOut time | The total duration from the moment of assignment to a given team to the moment of leaving the team without being assigned to an agent for all dialogs (for example, you can set up the logic that after n minutes of waiting in the queue, we automatically change the assignment team to another) |
Avg FlowOut time | The average duration from the moment of assignment to a given team to the moment of withdrawal from the team without assignment to an agent (for example, you can configure the logic that after n minutes of waiting in the queue, we automatically change the assignment team to another) |
FlowOut # | Number of times dialogs were removed from the team without being assigned to an agent |
SL % | SL is one of the most important indicators of call center performance, which reflects the % of dialogs that were answered by the agent within the set target service level. For example, 80% of dialogs are answered within 20 seconds. The target service level is configured for each type of conversation in the Team Settings. And the formula for calculating SL depends on the Settings in the Reporting section: If sl_flowout –t, sl_short_abandons – f, sl_abandons – f: sl=Answered sl/(Answered+FlowOut #)*100% If sl_flowout –t, sl_short_abandons – t, sl_abandons – f: sl=Answered sl/(Answered+FlowOut #+ short_Abandoned)*100% If sl_flowout –t, sl_short_abandons – t, sl_abandons – t: sl=Answered sl/(Answered+FlowOut #+ Abandoned)*100% If sl_flowout –t, sl_short_abandons – f, sl_abandons – t: sl=Answered sl/(Answered+FlowOut #+ Abandoned - short_Abandoned)*100% |
SL target | Target service level, seconds |
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