This document explains the definition and calculations performed in QContact’s standard reports

Agent Productivity

The agent productivity report gives valuable information on the productivity of your agents based on your specific filters.

Filters

NameDescription
FromA date with time representing the start of your query time range. No information older than this date is used.  
ToA date with time representing the end of your query time range. No information newer than this date is used.  
DepartmentsSpecific departments the information should be limited to. Selecting department ‘A’ and ‘B’ for example will result in data related to those departments. Specifying no departments means all departments will be included.  
UsersSpecific users you wish the information to be limited to. Selecting users ‘X’ and ‘Y’ for example will result in information for only those users. Specifying no users means all users will be included.   Note that combining the users filter with the departments filter results in productivity for the specific users under the specific departments. For example, selecting user ‘X’ and department ‘A’ will only show the productivity user ‘X’ has under department ‘A’.  

Output

NameDescription
LabelAgent’s Name  
TotalTotal amount of incoming interactions successfully offered to the agent or outbound interactions made by the agent.   Note that inbound interactions that failed offering, for instance the agent not answering on time or it being a voice interaction without the agent having a connected voice device, are not counted.  
AnsTotal amount of answered interactions.  
PresAmount of dispositions applied that are presentations.  
DMCAmount of dispositions applied that are decision making contacts.  
SaleAmount of dispositions applied that are sales.  
Pres (%)The percentage of your total calls dispositioned as presentations.  
Conv (%)The percentage of decision-making contacts converted into sales.  
AVG PresAverage amount of time spent in presentation dispositioned interactions.  
Press > 30 Sec (%)Percentage of amount of presentation dispositioned calls that are longer than 30 seconds.  
Pres > 60 Sec (%)Percentage of amount of presentation dispositioned calls that are longer than 60 seconds.  
AVG Sales  Average duration of sales dispositioned interactions.
Talk Time  Total duration agent has spent communicating. Note this sum does not include spent in wrap up.  
Wrap Up TimeTotal duration agent has spent in wrap up. This is the time between the end of the interaction and the moment the agent dispositions the interaction if a disposition is required.  
Wait TimeTotal duration an agent has spent on queue waiting for a call.  
Idle Time  Total duration an agent has spent in the idle status. This means the agent is not on queue or paused.  
Pause TimeTotal duration an agent has spent in the pause status.  
Dialler (%)The average duration an agent has spent in the following states: on queue, communicating or wrap up based on the total amount of time they have spent in all states while logged in.  
Occupied (%)The average duration an agent has spent on interactions (communicating and wrap up) based on total amount of time they have spent in all states while logged in.  

Conversation History

The conversation history report gives a detailed breakdown of all conversations occurred based on the provided filters.

Filters

NameDescription
FromA date with time representing the start of your query time range. No information older than this date is used.  
ToA date with time representing the end of your query time range. No information newer than this date is used.  
TypesThe channel types to filter by. When channel types are provided only conversations with those channels will be in the result. Specifying none will mean all channel types are included.  
DepartmentsSpecific departments the information should be limited to. Selecting department ‘A’ and ‘B’ for example will result in data related to those departments. Specifying no departments means all departments will be included.  
DispositionsSpecific dispositions that must occur in the resulting conversations. Multiple dispositions can be present on a conversation. Specifying none will mean all dispositions are included.  
UsersSpecific users that must occur in the resulting conversations. Multiple users can be present on a conversation. Specifying none will mean all users are included.  
Contact MethodThe contact method relevant to the conversation. A telephone number or an email for example. Using this filter allows to view conversations from a specific contact. Specifying none will mean all contact methods are included.  
DirectionThe direction of the conversation. Using this filter allows to view specifically inbound/outbound interaction containing conversations.  

Output

NameDescription
StartedThe time the conversation initially started.  
DurationThe duration of the conversation being live.  
DepartmentsThe departments the conversation went through.  
UsersThe users that were offered the conversation or were an active participant in the conversation.  
DispositionsThe dispositions applied to the conversation.  
Contact MethodsThe contact methods of the contacts involved with the conversation.  
Referral SourceThe referral source from which the conversation spawned if any was used.  

Expanded breakout

Clicking on a conversation will expand it to show more details as seen in the screenshot above. It shows all participants and the extent of their individual involvement.

When a conversation recording is uploaded, the cassette icon to the right of the referral source column will become clickable to listen to the recording as seen in the screenshot below.

Lead Statuses

The lead statuses report gives an overview of the amount of contacts that exist in a particular lead status. This report can also be used to view the actual contacts in this status by clicking on the rows you are interested in and can be used a shortcut to quickly go to that contact’s page.

Filters

NameDescription
Lead StatusThe lead statuses for which the information should be returned. If none are specified all lead statuses will be provided.  

Output

NameDescription
LabelLead Status.  
TotalAmount of contacts in this status.  

Queue History

The queue history report gives an overview of all conversations that were queued based on the provided filters. Each row can be expanded to provide the conversation breakdown like on the conversation history report.

Filters

NameDescription
FromA date with time representing the start of your query time range. No information older than this date is used.  
ToA date with time representing the end of your query time range. No information newer than this date is used.  
DepartmentsSpecific departments the information should be limited to. Selecting department ‘A’ and ‘B’ for example will result in data related to those departments. Specifying no departments means all departments will be included.  
TypeThe type of conversations the information should reflect offering 3 choices.   All interactionsOnly Answered InteractionsOnly Not Answered Interactions  

Output

NameDescription
Contact MethodThe contact methods of the contacts involved with the conversation.  
StartThe time the conversation initially queued.  
UsersThe users that were offered the conversation or were an active participant in the conversation.  
DepartmentThe departments the conversation went through.  
Queue TimeThe duration the conversation spent queued.  
Conversation DurationThe duration the conversation spent alive.  
Was AnsweredWhether the conversation got answered or not.  

Queue Performance

The queue performance report gives insight into inbound queued interactions. It’s broken down into amount of answered queued interactions as well as abandoned queued interactions. An interaction is considered abandoned when the interaction initiator hangs up while queued.

The ‘Answered & Lost Interactions’ graph shows a timeline with how many queues got answered and how many were abandoned. It also shows ‘SLA’ which is the percentage of answered queued within that timeframe.

The ‘Average Queue Time & Lost Queue Time’ graph shows a timeline with the average durations of answered and abandoned queues.

Filters

NameDescription
FromA date with time representing the start of your query time range. No information older than this date is used.  
ToA date with time representing the end of your query time range. No information newer than this date is used.  
DepartmentsSpecific departments the information should be limited to. Selecting department ‘A’ and ‘B’ for example will result in data related to those departments. Specifying no departments means all departments will be included.  
DurationA minimum duration to filter out abandoned queues that have taken less than the set duration as to not consider them as participants for the report.  

Output

NameDescription
TimeTime frame.  
IncomingTotal inbound queues.
LostTotal abandoned inbound queues.  
Lost %Percentage of how many queues were abandoned.  
AVG LostAverage duration of abandoned queues.  
Max LostLongest duration of abandoned queues.  
AVG QueueAverage duration of queues.  
Max QueueMaximum duration of queues.  
AVG Talk TimeAverage time spent communicating on the answered queues.  
Max Talk TimeLongest time spent communicating on the answered queues.  

User Activity

The user activity report gives insight into the user’s daily activities. It visualizes a timeline displaying the states the user was in. Hovering over the timeline with the mouse shows more detailed information as to what the status of the activity is, when it started and how long it lasted as seen on the screenshots below.

Filters

NameDescription
FromA date with time representing the start of your query time range. No information older than this date is used. The ‘To’ is always automatically set to the end of the same day for this report.  
UserThe user whose activity the report should display.  

Chatbot Activity

The chatbot activity report gives insight into the usage of chatbots. The report displays the amount of knowledgebase articles handled grouped by brands, bots as well as their categories and individual knowledgebase articles.

Filters

NameDescription
FromA date with time representing the start of your query time range. No information older than this date is used.  
ToA date with time representing the end of your query time range. No information newer than this date is used.  

Summary of Productivity

The summary of productivity report gives a lot of details regarding an organization’s productivity.

Filters

NameDescription
FromA date with time representing the start of your query time range. No information older than this date is used.  
ToA date with time representing the end of your query time range. No information newer than this date is used.  
DepartmentsSpecific departments the information should be limited to. Selecting department ‘A’ and ‘B’ for example will result in data related to those departments. Specifying no departments means all departments will be included.  
UsersThe users whose data should be used for the report. If none are specified all users will be included.  

Headlines

NameDescription
Total WorkedTotal interactions worked by agents excluding chat replies.  
Incoming QueuesTotal amount of incoming queues.  
Queue AnsweredTotal amount of answered queues.  
Queue AbandonedTotal amount of abandoned queues.  
Total OutboundTotal outbound interactions.  
Outbound AnsweredTotal answered outbound interactions.  
Total PresentationTotal applied presentation dispositions.  
Total DMCTotal applied DMC dispositions.  
Total SaleTotal applied sales dispositions.  
Total DNCTotal applied DNC dispositions.  
User StatusGraph visualizing user states with the percentages and durations of time spent per state.  
Call OutcomeGraph visualizing applied dispositions.  
PPH ManualPresentations per hour based on total presentations divided by the time agents spent idle, on queue, communicating and paused.  
DMH ManualDMCs per hour based on total DMCs divided by the time agents spent idle, on queue, communicating and paused.  
DMH DiallerDMCs per hour based on total DMCs divided by the time agents spent idle, on queue and communicating.  
SPH ManualSales per hour based on total sales divided by the time agents spent idle, on queue, communicating and paused.  
SPH DiallerSales per hour based on total sales divided by the time agents spent idle, on queue and communicating.  
All DispositionsGraph visualizing applied dispositions per channel type.  
Conversion (%)Percentage of sales made divided by the total calls.  
Presentation Conversion (%)Percentage of sales made divided by the total presentations.  

Outputs

NameDescription
LabelDisposition name.  
CallsAmount of voice interactions.  
EmailsAmount of email interactions.  
ChatsAmount of webchat interactions.  
SMSAmount of SMS interactions.  
SocialsAmount of social interactions (Facebook, Twitter, …).  
CallbackAmount of callback interactions.  
DMCWhether the disposition is a DMC.  
DNCWhether the disposition is a DNC.  
PresentationWhether the disposition is a presentation.  
SaleWhether the disposition is a sale.  
Average DurationAverage duration of the interactions.