Reporting

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

Name	Description
From	A date with time representing the start of your query time range. No information older than this date is used.
To	A date with time representing the end of your query time range. No information newer than this date is used.
Departments	Specific 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.
Users	Specific 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

Name	Description
Label	Agent’s Name
Total	Total 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.
Ans	Total amount of answered interactions.
Pres	Amount of dispositions applied that are presentations.
DMC	Amount of dispositions applied that are decision making contacts.
Sale	Amount 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.
Warm	Amount of warm transfers.
Blind	Amount of blind transfers.
Talk Time	Total duration agent has spent communicating. Note this sum does not include spent in wrap up.
Wrap Up Time	Total 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 Time	Total 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 Time	Total 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.

Case Summary

The case summary report gives insight on the processing of cases per category within a given timeframe.

Filters

Name	Description
From	A date with time representing the start of your query time range. No information older than this date is used.
To	A date with time representing the end of your query time range. No information newer than this date is used.
Category	Optional case category to only consider cases of said category in the final result.

Output

Name	Description
Cases Opened	Amount of cases opened within the timeframe.
Cases Resolved	Amount of cases closed within the timeframe.
Still Open	Amount of cases still open within the timeframe.
Average First Reply	Average amount of time for agents to initially reach out to clients.
Average Time To Close	Average amount of time for cases to close within the timeframe.

Conversation History

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

Filters

Name	Description
From	A date with time representing the start of your query time range. No information older than this date is used.
To	A date with time representing the end of your query time range. No information newer than this date is used.
Types	The 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.
Departments	Specific 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.
Dispositions	Specific dispositions that must occur in the resulting conversations. Multiple dispositions can be present on a conversation. Specifying none will mean all dispositions are included.
Users	Specific 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 Method	The 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.
Direction	The direction of the conversation. Using this filter allows to view specifically inbound/outbound interaction containing conversations.

Output

Name	Description
Started	The time the conversation initially started.
Duration	The duration of the conversation being live.
Departments	The departments the conversation went through.
Users	The users that were offered the conversation or were an active participant in the conversation.
Dispositions	The dispositions applied to the conversation.
Contact Methods	The contact methods of the contacts involved with the conversation.
Referral Source	The referral source from which the conversation spawned if any was used.
CSAT	Customer satisfaction rating.

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

Name	Description
Lead Status	The lead statuses for which the information should be returned. If none are specified all lead statuses will be provided.

Output

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

Name	Description
From	A date with time representing the start of your query time range. No information older than this date is used.
To	A date with time representing the end of your query time range. No information newer than this date is used.
Departments	Specific 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.
Type	The type of conversations the information should reflect offering 3 choices: All interactions, Only Answered Interactions, Only Not Answered Interactions

Output

Name	Description
Contact Method	The contact methods of the contacts involved with the conversation.
Start	The time the conversation initially queued.
Users	The users that were offered the conversation or were an active participant in the conversation.
Department	The departments the conversation went through.
Queue Time	The duration the conversation spent queued.
Conversation Duration	The duration the conversation spent alive.
Was Answered	Whether 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

Name	Description
From	A date with time representing the start of your query time range. No information older than this date is used.
To	A date with time representing the end of your query time range. No information newer than this date is used.
Departments	Specific 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.
Duration	A 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.
SLA Target	Optional timespan limit for the interactions considered in the SLA score calculation. If the value provided is 2 minutes for example, interactions answered over 2 minutes of queue time will not be considered in the calculation.
Include Calls Still In Progress	Include live interactions in the calculations. If this is unchecked the report will generate results using only interactions with an outcome.
Exclude Lost In SLA	Disregard abandoned calls when calculating SLA.
Filter On Answered Time Rather Than Start Time	By default the report will consider interactions that were created within the provided timeframe. If this option is checked it will instead look for interactions answered within the provided timeframe.

Output

Name	Description
Time	Time frame.
Incoming	Total inbound queues.
Lost	Total abandoned inbound queues.
Lost %	Percentage of how many queues were abandoned.
AVG Lost	Average duration of abandoned queues.
Max Lost	Longest duration of abandoned queues.
AVG Queue	Average duration of queues.
Max Queue	Maximum duration of queues.
AVG Talk Time	Average time spent communicating on the answered queues.
Max Talk Time	Longest 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

Name	Description
From	A 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.
User	The 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

Name	Description
From	A date with time representing the start of your query time range. No information older than this date is used.
To	A date with time representing the end of your query time range. No information newer than this date is used.

Contact Activity

The contact activity report gives insight into the communication with contacts over different channel types. The report can be set to show from either contact or agent perspective.

Filters

Name	Description
From	A date with time representing the start of your query time range. No information older than this date is used.
To	A date with time representing the end of your query time range. No information newer than this date is used.
Show By	Option to base the result on either contact or agent perspective.
View	(Contact Perspective Only) A custom list view of which the filters can be applied to the result data.

Output

Name	Description
ID	(Contact Perspective Only) The contact’s ID.
Contact	(Contact Perspective Only) The contact.
User	(Agent Perspective Only) The Agent.
Calls	Amount of voice interactions.
Texts	Amount of SMS interactions.
Socials	Amount of social type interactions (Facebook, Twitter, …).
Callbacks	Amount of callback interactions.
Public Notes	Amount of public notes added.
Private Notes	Amount of private notes added.
Lead Status Changes	Amount of lead status changes.

Summary of Productivity

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

Filters

Name	Description
From	A date with time representing the start of your query time range. No information older than this date is used.
To	A date with time representing the end of your query time range. No information newer than this date is used.
SLA Target	Optional timespan limit for the interactions considered in the SLA score calculation. If the value provided is 2 minutes for example, interactions answered over 2 minutes of queue time will not be considered in the calculation.
Departments	Specific 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.
Users	The users whose data should be used for the report. If none are specified all users will be included.

Headlines

Name	Description
Total Worked	Total interactions worked by agents excluding chat replies.
Incoming Queues	Total amount of incoming queues.
Queue Answered	Total amount of answered queues.
Queue Abandoned	Total amount of abandoned queues.
Total Outbound	Total outbound interactions.
Outbound Answered	Total answered outbound interactions.
Total Presentation	Total applied presentation dispositions.
Total DMC	Total applied DMC dispositions.
Total Sale	Total applied sales dispositions.
Total DNC	Total applied DNC dispositions.
Answered (%)	Total answered calls expressed as a percentage.
SLA (%)	Total answered calls within the SLA target divided by the total calls, expressed as a percentage.
Average Handle Time	Average handle time of user interactions where handle time is defined as the time between answering and completing an interaction.
User Status	Graph visualizing user states with the percentages and durations of time spent per state.
Call Outcome	Graph visualizing applied dispositions.
PPH Manual	Presentations per hour based on total presentations divided by the time agents spent idle, on queue, communicating and paused.
DMH Manual	DMCs per hour based on total DMCs divided by the time agents spent idle, on queue, communicating and paused.
DMH Dialler	DMCs per hour based on total DMCs divided by the time agents spent idle, on queue and communicating.
SPH Manual	Sales per hour based on total sales divided by the time agents spent idle, on queue, communicating and paused.
SPH Dialler	Sales per hour based on total sales divided by the time agents spent idle, on queue and communicating.
All Dispositions	Graph 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

Name	Description
Label	Disposition name.
Calls	Amount of voice interactions.
Emails	Amount of email interactions.
Chats	Amount of webchat interactions.
SMS	Amount of SMS interactions.
Socials	Amount of social interactions (Facebook, Twitter, …).
Callback	Amount of callback interactions.
DMC	Whether the disposition is a DMC.
DNC	Whether the disposition is a DNC.
Presentation	Whether the disposition is a presentation.
Sale	Whether the disposition is a sale.
Average Duration	Average duration of the interactions.