DCA Number Performance
Shows DCA Skill Set performance for Skill Set(s) related to the selected Service Number(s) for the selected date range.
Options
Availability
Custom
Select By
Service Number(s), then Date Period options: Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month, Custom Range
Viewable in Portal
Yes
Download Options
CSV or Excel
Available to Schedule
Yes
Schedule Frequency
Daily, Weekly
Graphs Available
No
Timeline Available
No
Output
Column Name
Description
Type
Date
One row per date and Skill Set
DD MMM YYYY
Service Number
Also known as Dialled Number, and is the number dialled by the calling party
Telephone Number
SkillSet ID
Unique SkillSet ID. Multiple rows will be returned when more than one SkillSet has taken calls for the reported date. (It's possible a Service Plan assigned to a Service Number can contain more than one DCA node, each with a different SkillSet ID)
Integer
SkillSet Name
The SkillSet Name, as defined in Home>Service Manager>DCA>Skillsets
String
Total Calls
Total calls taken for the Service Number and Skillset for the reported date. The total calls for all skillsets in the last row of the report is not necessarily the total number of calls taken by the Service Number as shown in a Call Summary report for example; it only shows calls that were handled - successfully or otherwise - by a DCA Node within the Service Plan
Integer
Handled Calls
Calls successfully answered by a DCA Agent
Integer
Abandoned Calls
Those callers who hung up whilst waiting in the queue for a DCA Agent to become available, or who hung up as the Agent's phone was ringing
Integer
Handled %
(Calls successfully answered) ÷ (Calls presented to the skillset) x 100
Float
Abandoned %
(Calls that hung up before being answered by a DCA Agent) ÷ (Calls presented to the skillset) x 100
Float
Max Call Waiting Seconds
The call that logged the maximum wait time, from first entering the DCA Node through to the call being answered by a DCA Agent. This time period may also include Call Whisper, where applicable
Integer
Max Talk Time Minutes
The call that logged the maximum talk time, rounded down to the nearest minute
Integer
Max Abandoned Seconds
The call that logged the maximum abandoned time, from first entering the DCA Node through to the call hanging up without being handled by a DCA Agent. If all calls are handled successfully by an Agent for the reported date, this field will be zero
Integer
AVG Call Waiting Seconds
(Total Call Waiting Seconds, from first entering the DCA Node through to the call being answered by a DCA Agent) ÷ (Handled Calls) This time period may also include Call Whisper, where applicable
Integer
AVG Talk Time Minutes
(Talk Time per call) ÷ (Handled Calls)
Integer
AVG Abandoned Seconds
(Total Abandoned Seconds) ÷ (Total Abandoned Calls)
Integer
AVG Wrap Up Seconds
(Wrap Up Times for all successfully-handled calls) ÷ (Number of successfully-handled calls). This number should always be the same as the Wrap Up Duration as defined in Home > Service Manager > DCA > SkillSets > Update, unless this duration was modified at some point during the particular date being reported on
Integer
AVG Handling Time Minutes
(Total Talk Time (unrounded)) ÷ (Handled Calls), rounded down to the nearest minute
Integer
Handled After Threshold
Total calls that had to wait longer than the number of seconds specified in the report parameter 'Threshold Seconds' before they were connected to a DCA Agent. If the report parameter 'Threshold Seconds' is left at zero, then all answered calls will be deemed 'Handled After Threshold', and will be the same as the number in the 'Handled Calls' column
Integer
Abandoned After Threshold
Total calls that hung up after the number of seconds specified in the report parameter 'Threshold Seconds' but before a DCA Agent could handle the call
Integer
Service Level %
(Number of calls answered within time specified in report parameter 'Threshold Seconds') ÷ (Total Calls) x 100
Float
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