DCA Number Performance Interval

Shows DCA Skill Set performance for Skill Set(s) related to the selected Service Number(s), divided into the specified time intervals.

Options

Availability	Custom
Select By	Service Number(s), Date, Threshold Interval
Viewable in Portal	Yes
Download Options	CSV or Excel
Available to Schedule	Yes
Schedule Frequency	Daily
Graphs Available	No
Timeline Available	No

Output

Column Name	Description	Type
Interval	Shows the date and start time of the selected interval. If the interval selected is 30 minutes for example, the report will return 48 rows per Service Number. If the interval selected is 1000 minutes, the report will return 2 rows per Service Number - the first row for 00:00:00 to 16:39:59, and the second row from 16:40:00 to 23:59:59. If no calls have been taken during the Interval period, the row will return blank and zero fields	DateTime
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 during the Interval period. (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 during the Interval period. The total calls for all intervals/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 the DCA Node within the Service Plan	Integer
Handled Calls	Calls successfully answered by an agent	Integer
Abandoned Calls	Those callers who hung up whilst waiting in the queue for an 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 an 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 a DCA Agent during the interval period, 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)	Float
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 report period	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

This report produces the same output fields as the "DCA Number Performance" report, although that report can't break down days into time intervals, but it can be run over a date range.