Reports
Connect version:
Clarity Connect offers an array of reports capturing data on contact center performance, agent performance, call flows, and more. Historical performance reports are stored here and are available to users depending on their authorizations (Figure 1).
Figure 1 Reports page
You must configure reports before using them. See Report Configuration for more information.
Reporting Services
When viewing reports, keep the following in mind:
- All reports are based on current configurations for business units, teams, and groups.
- Durations and averages are rounded to the nearest second.
- Time is formatted as hh:mm:ss, where hh (hours) may be greater than 24. For instance, a time period of five days, two hours, 30 minutes, and 15 seconds will be shown as 122:30:15.
- When viewing a row of data, sometimes values do not sum up exactly. For example, a single call that had 30.4 seconds of talk time and 20.4 seconds of after call time would display as having 00:00:30 talk time, 00:00:20 after call time, and 00:00:51 (50.8 seconds rounded up) handle time.
- For reports that include start time and end time as parameters, Clarity Connect includes data between the start time and end time on each day (in the selected time zone) for each date in the selected range.
- The M_IncludeIncompleteDOD config value impacts the DirectOutboundCall count in the FactAgent table. If this config value is set to False, incomplete direct outbound dial sessions will not be counted toward the agent's direct outbound dial count.
Session transfers affect reporting in the following ways:
- The wrap-up agent is changed for a cold transfer, completing a consult (warm transfer), and transferring a session to an invitee. The wrap-up agent is not changed for a re-enqueue, however.
- # of Calls and Your # Handled counts for transfer target agents are not incremented by transfers.
- Transfers are not counted as extra queued calls or answered calls in any reports.
- Any transfer creates an Agent Participation for the transfer target agent; detailed information on this is available on the Session Search page of the website.
- Re-enqueue is a special transfer that creates an entirely new session with the caller. The new session is assigned to the chosen queue. The existing session is then closed.
- Transfer to voice mail sends a session directly to an agent’s voice mail; the agent that receives the voice mail does not become the wrap-up agent or get any talk time for that session.
- If any type of transfer to a contact is performed and that contact is also an agent, Connect will treat that as an agent transfer.
- Transfers to non-agents and PSTN numbers are treated as if the call has been transferred out of the system.
Agent Level Reports
Agent level reports include the Agent Call Report, Agent Disposition Recording Report, Agent History Lookup Report, Agent Hours Report, Agent State Detail Report, Agent Status Report, and Away Reason Code Report.
Agent Call Report
This report provides an overview of an agent’s activity for both voice and IM sessions over a selected time period, including metrics such as session count, session time, unique dials, escalations, handle time, and more.
Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.
The following metrics appear in the Agent Call Report:
Agent
The agent’s first and last name.
Work Days
The number of days the agent was “seen” by the system.
Direct IB Connect Call Time
The duration of calls directly to the agent that were proxied through Connect.
Direct IB Connect Call Count
The number of calls directly to the agent that were proxied through Connect.
Direct OB Connect Call Time
The duration of calls dialed by the agent that were proxied through Connect.
Direct OB Connect Call Count
The number of calls dialed by the agent that were proxied through Connect.
Connect Call Time
The duration of Connect voice calls that were not direct inbound or direct outbound. This includes the chat time for escalated calls.
Connect Call Count
The number of Connect voice calls that were not direct inbound or direct outbound received by the wrap-up agent. This includes sessions escalated from chat to voice.
Esc.
The number of Connect calls escalated from chat only to voice.
AIT
The average interaction time for queued, direct inbound, and direct outbound voice calls. This includes the talk time for voice calls and the chat plus talk time for chats that were escalated to voice calls. This is a queue-level calculation.
AHT (Voice)
Average handle time for queued, direct inbound, and direct outbound voice calls. This includes the talk time for voice calls and the chat plus talk time for chats that were escalated to voice calls, as well as the after call work time. This is a queue-level calculation.
AACW (Voice)
Average after call work time for queued, direct inbound, and direct outbound voice calls. This is a queue-level calculation.
Unique Dials
The number of unique customer PSTN or SIP addresses for queued, direct inbound, and direct outbound voice calls.
Calls > 1:30
The number of queued, direct inbound, and direct outbound calls longer than 90 seconds.
Calls > 2:00
The number of queued, direct inbound, and direct outbound calls longer than 120 seconds.
Connect Chat Time
The duration of Connect chat sessions.
Connect Chat Count
The number of Connect chat sessions.
ACT
The average chat time for Connect chat sessions.
AHT (Chat)
The average handle time for Connect chat sessions. This includes the chat time plus the after call work time. This is a queue-level calculation.
AACW (Chat)
The average after call work time for Connect chat sessions. This is a queue-level calculation.
Agent Disposition Recording Report
This is a compliance report designed to use with agents who are required to enter dispositions for each session. This report identifies both the number and percentage of voice and IM sessions the agent entered dispositions for.
Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.
The following metrics appear in the Agent Disposition Recording Report:
Agent
The agent’s first and last name.
Calls
The number of Connect calls the agent has taken, both queued and direct, for both chat and voice.
Calls w/Disposition
The number of Connect calls the agent has taken, both queued and direct, for both chat and voice that were assigned a disposition.
Percent w/Disposition
The percentage of the agent’s calls that were assigned a disposition.
Agent History Lookup Report
This report provides a complete history of an agent's status changes for a selected time period.
Parameters include start date, end date, and agent.
Select a date range for the report, select an agent, and then click Search (Figure 2). A complete history of the agent's status changes appears for the selected time period (Figure 3).
Figure 2 Agent History Lookup Report
Figure 3 Agent History Results
Agent Hours Report
This report provides a short summary of an agent’s work day, broken down by time spent available, in a call, busy, and away, as well as when the agent logged in and logged out of Clarity Connect.
Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.
The following metrics appear in the Agent Hours Report:
Agent
The agent’s first and last name.
Date
The date the row summarizes.
Work Time
The number of hours the agent worked. This is calculated by adding the following: AvailableTime, AfterCallTime, DirectCallTime, CallTime, ConferenceCallTime, RingingTime, BusyTime, RonaTime, UnavailableTime, and OffWorkTime.
Avail Time
The amount of time the agent was in an Available presence state.
In a Call Time
The amount of time the agent was in a call of any type.
Busy Time
Away Time
The amount of time the agent was in an Away presence state.
Login
The time of the first status indicating the agent was present.
Logout
The time of the last status indicating the agent was present.
Agent State Detail Report
This report shows every state change an agent went through in a given interval, including the away reason code he or she supplied (if entered).
Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.
The following metrics appear in the Agent State Detail Report:
Agent
The agent’s first and last name.
State Start Time
When the agent’s presence state changed.
Agent State
The name of the presence state the agent was in (Available, In Call, Away, Busy, Direct, DID, DOD, etc.).
Reason Code
The away reason code provided. This column is only populated for Away presence states. If the agent did not provide an away reason code, this column will be blank.
Duration
How long the agent was in this presence state.
Agent Status Report
This report groups agents by team and includes the number of answered sessions, a breakdown of each answered session, and a summary of team performance versus individual agent performance.
Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.
If the agent answers an IM session and escalates it to voice, it will count as one answered chat and one escalation.
On phone time, chat time, and talk time include all time an agent was in a session with a customer, including consultations and invitations, even if that session was active before the set reporting time frame and carried over into the beginning of the set time frame.
- An agent can never have more chat minutes than logon minutes, even if handling multiple IMs at once. Handling two IMs simultaneously that both take five minutes is counted as five minutes of chat time—not ten minutes.
- Occupancy rate measures the percentage of time an agent handles customer calls. Occupancy does not distinguish between how many calls are being handled at once.
- Handling one call for ten minutes out of 100 logged on minutes counts as a 10% occupancy rate. Handling two calls simultaneously for ten minutes out of 100 logged on minutes also counts as a 10% occupancy rate.
The following metrics appear in the Agent Status Report:
Team
The name of the team the agent belongs to. This is aggregated with a subtotal for all agents on that team.
Agent
The agent’s first and last name.
Ans. Chat
The number of chat sessions the agent answered.
Ans. Voice
The number of audio calls the agent answered.
Esc.
The number of chat sessions escalated to voice sessions.
RONA
The number of calls and chats from the queue (and consult/invite requests, if configured) the agent missed.
On Phone Time
The amount of time the agent was available to take a session or was actively handling a session.
Chat Time
The amount of time the agent was only in a chat or multiple chats. The agent’s chat time includes the time when a session was just a chat, even if that session was later escalated.
Talk Time
The amount of time an agent was in a voice call managed by Connect (queued call or direct call that was proxied). The agent’s talk time includes the time after a chat is escalated to voice.
ACW Time
The amount of time the agent spent in after call work.
Idle Time
The amount of time the agent was available to take a call but was not actively on a call.
Direct Time
The amount of time the agent was in a direct call that was not proxied through Connect.
Unavail Time
The amount of time an agent was logged in but in an Away presence state.
OCC %
The agent’s occupancy rate. This is calculated as Handle Time divided by On Phone Time.
Chat %
The agent’s chat rate. This is calculated as Chat Time divided by On Phone Time.
Talk %
The agent’s talk rate. This is calculated as Talk Time divided by On Phone Time.
ACW %
The agent’s after call work rate. This is calculated as After Call Time divided by On Phone Time.
Idle %
The agent’s idle rate, or the percentage of time he or she was in a position to take a session but did not have one. This is calculated as Available Time divided by On Phone Time.
Unavail %
The agent’s unavailable rate. This is calculated as Unavailable Time divided by On Phone Time.
Away Reason Code Report
This report breaks down how much time an agent spent in each session status per 15 minute interval.
Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and agent.
The following metrics appear in the Away Reason Code Report:
Date
The date the row summarizes.
Interval Start Time
The start date and start time (in 15 minute intervals).
Interval End Time
The end date and end time.
Agent Name
The agent’s first and last name.
Logged In
The sum of time the agent was logged on during the interval (including time spent in Available, After Call, Direct Call, Direct Inbound, Direct Outbound, Conference Call, Ringing (reserved), Busy, RONA, In Call, In IM Call, Off Work and any Unavailable (Away) time, including away time with an associated away reason code.
Not Ready
The sum of time the agent was working (logged on) but not ready to take incoming Clarity Connect calls. This is calculated by adding the following: Off Work, Direct Call, Direct Inbound, Direct Outbound, Conference Call, Busy, RONA, After Call and any Unavailable (Away) time, including away time with an associated away reason code.
RONA
The amount of time the agent spent in ring on no answer.
After Call
The amount of time the agent spent in after call work.
Direct Call
The amount of time the agent spent on direct calls that were not proxied through Connect.
DID
The amount of time the agent spent on direct inbound calls that were proxied through Connect.
DOD
The amount of time the agent spent on direct outbound calls that were proxied through Connect.
Conference Call
The amount of time the agent spent in non-Clarity Connect conference calls.
At Lunch
The amount time the agent spent in an Away presence state with a reason code of At Lunch.
On Break
The amount of time the agent spent in an Away presence state with a reason code of On Break.
In A Meeting
The amount of time the agent spent in an Away presence state with a reason code of In A Meeting.
Other
The sum of all times an agent was in an Away presence state with a custom reason code. The time in this column should be the difference between the preceding columns and the total Not Ready time.
Away
The amount of time the agent spent in an Away presence without a custom reason code.
Busy
The amount of time the agent spent in a Busy presence state.
Off Work
The amount of time an agent spent in an Off Work Skype for Business presence state.
Queue Level Reports
Queue level reports include the Queue Call Detail Report, Queue Level Report, and Queue Session Report.
Queue Call Detail Report
This report displays information about each session that went through Clarity Connect.
Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and queue.
The following metrics appear in the Queue Call Detail Report:
Session ID
The Clarity Connect session ID for the interaction.
Date
The date of the interaction
Start Time
The time the interaction was initiated.
Caller
The address of the outside party participating in the interaction.
Queue
The queue the session was placed in.
Agent
The responding agent that handled the session. This value will be left blank for queue abandon sessions.
Modality
Chat or audio. A chat that escalated to a voice session will display as Audio.
Esc.
Escalated flag. The flag will display as “Y” if the call was escalated to a voice session from a chat session.
Call Type
The type of session: direct inbound dial (DID), direct outbound dial (DOD), or IVR queued call (IVR).
Attend Time
The amount of time the call spent in the automated IVR attendant.
Queue Time
The amount of time the call spent in queue waiting for an agent to become available.
Accept Time
The amount of time the agent took to accept the call or chat session.
Chat Time
The amount of time the agent was instant messaging with the caller.
Talk Time
The amount of time the agent was speaking with the caller. An escalated call will display both chat and talk time.
AfterCall Time
The amount of time the agent spent on after call work following the session.
Queue Level Report (Voice Only)
This report is designed to allow supervisors to drill down into queues to identify the topic of calls (if disposition is set by agent) and various metrics for each type of call that came in through the IVR.
This report is designed for contact centers that only handle voice calls. The data for chats will not be displayed in this report. Use the Queue Session Report instead.
Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and queue.
The following metrics appear in the Queue Level Report (Voice Only):
Disposition
The disposition the agents applied to the calls within this grouping.
Sub-Disposition
The sub-disposition agents applied to the calls this row represents.
Queued Calls
The number of calls that were placed into queue to wait for an agent.
Queue Abandons
The number of calls the customer abandoned while waiting in queue for an agent.
Queue Transfers
The number of calls where the customer was transferred out of the portal while waiting in queue.
Answered Calls
The number of calls answered by an agent.
Service Level %
The percentage of calls answered within the configured time allotted in the service level agreement.
ASA
Average Speed of Answer. The average amount of time it took for an agent to be connected to a call after it entered a queue. This is a queue-level calculation.
ABA %
Abandon Rate. The percentage of queued calls that were abandoned before being connected to an agent. This is a queue-level calculation.
Max Queue Time
The longest time a caller spent waiting in queue for an agent.
ATA
Average time to abandon.
Avg Talk Time
Average amount of talk time for all answered calls.
Avg Call ACW
Average amount of after call work for all answered calls.
AHT
Average handle time for all answered calls. This is calculated as (Talk Time + ACW Time) divided by Answered Call Count. This is a queue-level calculation.
Call Time
The total amount of time spent on calls that came in from an IVR queue.
Queue Session Report
This report allows supervisors to drill down into queues to identify the topic of sessions (if disposition is set by the agent) and various metrics for each type of session encountered that was not a direct proxied session.
This report is designed for contact centers that handle both voice calls and chats. Data is grouped by disposition, then sub-disposition, and finally by modality.
Parameters include start date, end date, start time, end time, time zone, business unit, group, team, and queue.
The following metrics appear in the Queue Session Report:
Disposition
The disposition agents applied to calls within this grouping.
Sub-Disposition
The sub-disposition agents applied to the calls this row represents.
Modality
Voice or chat. Escalated calls will display as Voice.
Queued Calls
The number of calls that were placed into queue to wait for an agent.
Queue Abandons
The number of calls the customer abandoned while waiting in queue for an agent.
Queue Transfers
The number of calls where the customer was transferred out of the portal while waiting in queue.
Ans. Calls
The number of calls answered by an agent.
Esc.
The number of IM sessions escalated to voice sessions.
Service Level %
The percentage of calls answered within the configured time allotted in the service level agreement.
ASA
Average Speed of Answer. The average amount of time it took for an agent to be connected to a call after it entered a queue. This is a queue-level calculation.
ABA %
Abandon Rate. The percentage of queued calls that were abandoned before being connected to an agent. This is a queue-level calculation.
Max Queue Time
The longest time a caller spent waiting in queue for an agent.
ATA
Average Time to Abandon.
Avg Interact Time
The average amount of interaction time for all answered calls. This is calculated as Chat Time + Talk Time.
Avg Call ACW
Average amount of after call work for all answered calls.
AHT
Average Handle Time for all answered calls. This is calculated as (Interaction Time + ACW Time) divided by Answered Call Count. This is a queue-level calculation.
Session Time
The total amount of handle time spent on calls that came in from an IVR queue. This is calculated as Talk Time + After Call Work Time. This is a queue-level calculation.
Message Level Reports
Message level reports include the Message Agent Report, Message Data Report, and Message Queue Report.
Message Agent Report
This report allows supervisors to identify all messaging metrics at an agent level. Data is grouped by agent.
Parameters include start date, end date, start time, end time, time zone, business units, group, teams, and agents.
Agent
The agent’s first and last name.
Offered Sessions
The number of e-mails offered to the agent.
Accepted Sessions
The number of e-mails accepted by the agent.
# RONA
The number of e-mails ignored or declined by the agent.
In Progress Replies
The number of response e-mails sent by the agent tagged as “in progress.”
Waiting Replies
The number of response e-mails sent by the agent tagged as “waiting for customer response.”
Completed Replies
The number of response e-mails sent by the agent tagged as “completed.”
% Completed then Reopened
The percentage of e-mail responses sent by the agent, marked as “completed” and re-opened for additional follow up.
Avg Replies per Session
The average number of replies the agent sent per session he or she worked with (not including other agents’ replies to that session).
Max Response Time (Hrs)
The maximum amount of time within business hours between an agent accepting an e-mail offer and responding with either “waiting” or “completed.”
Avg Response Time (Hrs)
The average amount of time within business hours between an agent accepting an e-mail offer and responding with either “waiting” or “completed.”
Total Active Time (Hrs)
The total amount of time within business hours where the agent had at least one e-mail that was accepted but not responded to.
Transfer Requests
The number of sessions the agent accepted and then transferred to a different agent or queue.
Message Data Report
This report shows every message that went through Clarity Connect, giving customers a complete view of information that can be aggregated and summarized using whatever technology is most familiar (Excel, MatLab, etc.) if Clarity Connect’s standard reports do not provide the desired data or aggregation type.
Every message session that goes through Clarity Connect contains a line on this report. The columns provide information to assist in filtering and summarizing as needed.
Parameters include start date, end date, and time zone.
Session ID
The session ID of the corresponding session represented in this row.
Date
The session’s start date.
Call Disposition
A call’s disposition.
Call Sub-Disposition
A call’s sub-disposition.
Initial From Address
The e-mail address the first message was sent from.
Initial To Address
The e-mail address the first message was sent to.
Initial Subject
The first e-mail’s subject.
Start Time
The time the first e-mail arrived. This is in the selected time zone.
Completed Time
The time the last reply tagged with “completed” was sent or the time the session was closed (if manually closed without a “completed” reply).
Total Calendar Time
The calendar duration between the start time and end time.
Was SLA
Whether or not the first e-mail an agent responded to (counting the duration within business hours) was within the SLA time.
Initial Queue
The queue the session was initially placed in.
Completed Queue
The queue the session was in when it was closed.
All Queues
All queues the session passed through.
Avg Queue Time (Hrs)
The average amount of time within business hours a session was waiting in queue before an agent accepted an offer to handle the response.
Answering Agent
The agent that accepted the session’s first e-mail.
Max Active Time
The maximum time inside business hours between a message being accepted by an agent and the agent responding with “waiting” or “completed.”
Completed Agent
The agent who marked the session as “completed” when it was closed or the agent who was last assigned to the session before it was closed.
Avg Active Time
The average time within business hours between a session being accepted by an agent and the agent responding with “waiting” or “completed.”
All Agents
All agents who interacted with the session.
Max Waiting Time
The maximum time within business hours between when an agent responded with “waiting” or “completed” and the customer responded before the ticket closed.
E-mails from Customer
The number of e-mails received from the customer over the duration of the session.
Avg Waiting Time
The average time within business hours between when an agent responded with “waiting” or “completed” and the customer responded before the ticket closed.
E-mails from Agent
The number of e-mails sent by the agent to the customer over the duration of the session.
Max Queue Time
The maximum amount of time within business hours a session was waiting in queue before an agent accepted an offer to handle the response.
Total Queue Time
The total amount of time within business hours a session was waiting in queue before an agent accepted an offer to handle the response.
Queue Time Count
The number of times a session was waiting in queue.
Total Active Time (Hrs)
The total time within business hours between a session being accepted by an agent and the agent responding with “waiting” or “completed.”
Active Time Count
The number of times an agent accepted an offer to respond to a customer message relating to this session.
Total Waiting Time (Hrs)
The total time within business hours between when an agent responded with “waiting” or “completed” and the customer responded before the ticket closed.
Waiting Time Count
The number of times an agent replied indicating he or she was “waiting” for a response or indicated “completed” and the customer responded before it closed.
Message Queue Report
This report is designed to allow supervisors to identify all messaging metrics at a queue level. Data is grouped by queue.
Parameters include start date, end date, start time, end time, time zone, business units, group, teams, and queues.
Queue
The name of the queue the session came through.
# New Received
The number of new e-mail sessions received.
# Replies Received
The number of replies received to existing e-mail sessions.
# Transfers Received
The number of existing e-mail sessions transferred into this queue from a different queue.
# Accepted
The number of offers for e-mail sessions in this queue that were accepted by an agent.
# In Progress Sent
The number of e-mail responses to a customer that were sent from agents for sessions in this queue tagged as “in progress.”
# Waiting Sent
The number of e-mail responses to a customer that were sent from agents for sessions in this queue tagged as “waiting for customer response.”
# Completed Sent
The number of e-mail responses to a customer that were sent from agents for sessions in this queue tagged as “completed.”
# Completed
The number of e-mail sessions that were responded to with “completed” and were not reopened or were manually closed.
% SLA
The percentage of sessions where the agent responded in any way to the first e-mail (counting the duration within business hours) within the SLA time.
Max Queue Time (Hrs)
The highest maximum queue time for e-mail sessions, as defined in the e-mail data definition.
Avg Queue Time (Hrs)
The average queue time for e-mail sessions, as defined in the e-mail data definition.
Max Active Time (Hrs)
The highest maximum active time for e-mail sessions, as defined in the e-mail data definition.
Avg Active Time (Hrs)
The average active time for e-mail sessions, as defined in the e-mail data definition.
Max Waiting Time (Hrs)
The highest maximum waiting time for e-mail sessions, as defined in the e-mail data definition.
Avg Waiting Time (Hrs)
The average waiting time for e-mail sessions, as defined in the e-mail data definition.
Max Total Time (Hrs)
The highest total time for e-mail sessions, as defined in the e-mail data definition.
Avg Total Time (Hrs)
The average total time for e-mail sessions, as defined in the e-mail data definition.
System Level Reports
System Level Reports include the Agent Data Report, Incoming URI Report, Interval Report, Interval Session Report, Node Report, Offered Call Report, Offered Session Report, Quick IVR Heatmap, and Session Data Report.
Agent Data Report
This report provides customers with a data dump of information that can be further aggregated and summarized using whatever technology is most familiar (Excel, MatLab, etc.) if Clarity Connect’s standard reports do not provide the desired data or aggregation type.
This report provides data for the selected time periods (year, month, week, day, hour, quarter-hour) for each configured agent with a variety of information about that agent’s activities during that period of time.
Parameters include start date, end date, time zone, and group by.
The following metrics appear in the Agent Data report:
Agent
The agent’s first and last name.
Date
The start date for the selected timespan.
Time
The start time of the selected timespan.
Business Unit
The business unit associated with the agent’s team.
Team
The team the agent is associated with.
Groups
The group(s) the agent is associated with, if any.
Answered Sessions
The number of queued sessions the responding agent was offered and accepted.
RONAs
The number of session invites the agent missed.
DIDs
The number of direct inbound dial calls the agent received, whether or not they were answered.
DODs
The number of direct outbound dial calls the agent initiated.
Started IM Sessions
The number of IM sessions the agent initiated. This only includes IM sessions answered from the queue.
Started AV Calls
The number of voice sessions the agent initiated. This includes calls answered from the queue, IM sessions escalated to include voice, and direct inbound/outbound dials.
Escalations
The number of IM-only sessions the agent handled that escalated to include voice.
Invites
The number of session invitations the agent answered, including invites from a consultation.
Consults
The number of session consultations the agent answered.
Transfers
The number of session transfer requests the agent answered, including transfers initiated from an invite or consultation.
Supervisor Joins
The number of sessions the agent joined using either silent or whisper join.
Available Time
The amount of time the agent was available to receive Connect sessions.
Ringing Time
The amount of time the agent had a call ringing to them.
Connect IM Session Time
The amount of time the agent spent in IM-only sessions.
Connect Phone Call Time
The amount of time the agent spent in audio/video sessions.
Connect DID Call Time
The amount of time the agent spent in proxied direct inbound calls.
Connect DOD Call Time
The amount of time the agent spent in proxied direct outbound calls.
Non Connect Call Time
The amount of time the agent spent in a Skype for Business presence indicating they were in a direct call but did not have an associated Connect session.
After Call Time
The amount of time the agent spent in either automatic or manual after call time to wrap up a session.
RONA Time
The amount of time an agent spent in a RONA status after missing a session invitation before changing his or her Skype for Business presence back to Available.
Unavailable Time
The amount of time an agent spent in an Away or Idle Skype for Business presence state.
Off Work Time
The amount of time an agent spent in an Off Work Skype for Business presence state.
Logged Out Time
The amount of time an agent spent logged off of Skype for Business.
On Phone Time
The amount of time an agent was either interacting with a Connect session or was available to interact with a Connect session. This includes Available, Ringing, In Queued Call (IM or voice), In Direct Call, and in After Call status.
Q On Phone Time
The amount of time an agent was either interacting with a queued Connect session or was available to interact with a queued Connect session. This includes Available, Ringing, In Queued Call (IM or voice), In Direct Call, and in After Call status.
Talk Time
The amount of time the agent was actively interacting with the customer in a Connect session. This includes In Queued Call (IM or voice) and In Direct Call.
Q Talk Time
The amount of time the agent was actively interacting with the customer in a Connect session. This includes only In Queued Call (IM or voice).
Handle Time
The amount of time the agent was in the process of handling a Connect session. This includes Ringing, In Queued Call (IM or voice), In Direct Call, and After Call Work.
Q Handle Time
The amount of time the agent was in the process of handling a Connect session that came through the queue. This includes Ringing, In Queued Call (IM or voice), and After Call Work.
OCC %
The agent’s occupancy rate. This is calculated as Handle Time divided by On Phone Time.
Q OCC %
The agent’s queue occupancy rate. This is calculated as Queue Handle Time divided by On Phone Time.
Talk %
The agent’s talk rate for the time period. This is calculated as Talk Time divided by On Phone Time.
Q Talk %
The agent’s talk rate for the time period. This is calculated as Queue Talk Time divided by On Phone Time.
ACW %
The agent’s after call work rate. This is calculated as After Call Time divided by On Phone Time.
Idle %
The agent’s idle rate, or the percentage of time he or she was in a position to take a session but did not have one. This is calculated as Available Time divided by On Phone Time.
Avg Talk Time
The average amount of time per session the Agent spent actively interacting with a customer. Because this is based on the number of answered calls in the time period, it will be more accurate for larger time ranges (i.e., a full day or longer).
Avg Q Talk Time
The average amount of time per session the agent spent actively interacting with a customer who came through the queue. Because this is based on the number of answered calls in the time period, it will be more accurate for larger time ranges (i.e., a full day or longer).
Avg ACW Time
The average amount of time per session the agent spent in after call work. Because this is based on the number of answered calls in the time period, it will be more accurate for larger time ranges (i.e., a full day or longer).
Avg Q ACW Time
The average amount of time per session the agent spent in after call work for a session that came in through the queue. Because this is based on the number of answered calls in the time period, it will be more accurate for larger time ranges (i.e., a full day or longer).
Avg Handle Time
The average amount of time per session the agent spent handling the session, including both actively speaking with the customer and in after call work. Because this is based on the number of answered calls in the time period, it will be more accurate for larger time ranges (i.e., a full day or longer).
Avg Q Handle Time
The average amount of time per session the agent spent handling the session, including both actively speaking with the customer and in after call work for sessions that came in through a queue. Because this is based on the number of answered calls in the time period, it will be more accurate for larger time ranges (i.e., a full day or longer).
Incoming URI Call Flow Report
This report details calls that came into each call flow and mapped URI. It can help determine which call flows and URI mappings are used most often, as well as help identify potential areas of improvement by identifying call flows with high abandon rates or long durations spent in IVR.
Parameters include start date, end date, start time, end time, time zone, incoming URI, and call flow name.
The following metrics appear in the Incoming URI Call Flow Report:
Call Flow (revision)
The name of the active call flow with revision number.
URI
The incoming URI called by the customer.
Total Calls
The total number of calls placed to the incoming URI and handled by the call flow.
Avg Duration in Call Flow
The average amount of time calls spent in the call flow. This is calculated as the Total Call Flow time divided by Total Calls.
Avg Total Duration
The average amount of total call time. This is calculated as the Total Call Time divided by the Total Calls.
Abandon Rate %
The percentage of calls abandoned. This is calculated as Calls Abandoned * 100 divided by Total Calls.
Queued %
The percentage of calls placed into queue. This is calculated as Calls Queued * 100 divided by Total Calls.
Transfer %
The percentage of calls transferred out of the call flow. This is calculated as Calls Transferred * 100 divided by Total Calls.
HangUp %
The percentage of calls disconnected by the call flow. This is calculated as Calls Ended * 100 divided by Total Calls.
Interval Report (Voice Only)
This report shows the load experienced throughout the day and it impacts a variety of metrics.
Parameters include start date, end date, start time, end time, time zone, business units, groups, teams, and queue.
The following metrics appear in the Interval Report (Voice Only):
15-Min Start
The start time of the 15-minute interval this row represents.
Queued Calls
The number of calls placed into a queue to wait for an agent.
Aband Calls
The number of calls abandoned.
Transf Calls
The number of calls transferred from queue hold, which does not include IVR transfers.
Ans. Calls
The number of call connected to an agent, including from queues and direct proxied calls.
Service Level %
The percentage of calls answered within a configurable time allotted in the configured service level agreement.
ASA (sec)
The average speed of answer for calls answered. This is a queue-level calculation.
ABA %
The percentage of abandoned queued calls. This is a queue-level calculation.
ATA
The average time to abandon for calls waiting in queue.
Avg Talk Time
Average amount of talk time for all answered calls.
Avg Call ACW
Average amount of after call work for all answered calls.
AHT
Average handle time for all answered calls. This is calculated as Talk Time + After Call Work time divided by Answered Call Count. This is a queue-level calculation.
Total Call Time
The total amount of handle time for calls.
Interval Session Report
This report shows the load experienced throughout the day and how it impacts a variety of metrics.
Parameters include start date, end date, start time, end time, time zone, business units, groups, teams, and queue.
The following metrics appear in the Interval Session Report:
15-Min Start
The start time of the 15-minute interval this row represents.
Modality
Voice or chat. Escalated calls will display as Voice.
Queued Calls
The number of calls placed into a queue to wait for an agent.
Aband Calls
The number of calls abandoned.
Transf Calls
The number of calls transferred from queue hold, which does not include IVR transfers.
Ans. Calls
The number of calls connected to an agent, including from queues and direct proxied calls.
Service Level %
The percentage of calls answered within a configurable time allotted in the configured service level agreement.
ASA
The average speed of answer for calls answered. This is a queue-level calculation.
ABA %
The percentage of abandoned queued calls. This is a queue-level calculation.
ATA
The average time to abandon for calls waiting in queue.
Avg Interact Time
The average amount of interaction time for all answered session. This is calculated as Chat Time + Talk Time.
Avg ACW
Average amount of after call work for all answered calls.
AHT
Average handle time for all answered calls. This is calculated as Talk Time + After Call Work Time divided by Answered Call Count. This is a queue-level calculation.
Total Call Time
The total amount of handle time for calls.
Node Report
This report displays information about each Quick IVR node to identify problems, heavy traffic areas, and potential improvements that can be made to call flows. This report can export data to different formats.
Parameters include start date, end date, start time, end time, time zone, and call flow name.
The following metrics appear in the Node Report:
Call Flow (Revision)
The name of the active call flow with revision number.
Node
The name of the node the data describes.
Type
The type of node (e.g., CheckQueueState, CheckTime, Enqueue, HangUp, etc.).
Option
The option allowed for nodes with user interaction (e.g., Prompt) for sub-aggregation.
# of Calls
The total number of calls that went through the node.
Avg Duration
The average amount of time calls spent in the node. This is calculated as total time spent in node divided by total number of calls that went through the node.
# of No Matches
The total number of calls that hit the node and did not match user input to a possible outcome path.
# of No Inputs
The total number of calls that hit the node and did not receive any user input when user input was expected.
# of Repeats
The total number of times the prompt needed to be repeated while attempting to collect user input.
Offered Call Report (Voice Only)
This report displays a daily breakdown of calls (by modality) that came in through the system.
This report is designed for contact centers that only handle voice calls. The data for chats will not be shown on this report; use the Offered Session Report instead.
CompletedAfterHours sessions are excluded from this report.
Parameters include start date, end date, start time, end time, and time zone.
The following metrics appear in the Offered Call Report (Voice Only):
Date
The date the row summarizes.
Offered
The total number of calls that went through the platform. Direct proxied calls are included.
IVR Abandon
The number of calls that were abandoned while in IVR.
IVR Transfer
The number of calls that were transferred directly out of the IVR.
Queued
The number of calls that were placed into a queue to find an agent.
Queue Abandon
The number of calls that were abandoned while waiting in queue for an agent.
Queue Transfer
The number of calls that were transferred directly out of the queue.
Answered
The number of calls waiting in queue that successfully connected to an agent.
ReEnqueued
The number of calls that were re-enqueued to a new queue.
ASA
Average Speed of Answer. The average amount of time it took an agent to answer a call. This is a queue-level calculation.
ABA %
Abandon Rate. The percentage of queued calls abandoned before being connected to an agent. This is a queue-level calculation.
ATT
Average Talk Time. The average amount of time an agent spent speaking with a customer.
AACW
Average After Call Work. The average amount of time an agent spent on after call work following a call. This is a queue-level calculation.
AHT
Average Handle Time. The average amount of time an agent spent on a call. This is calculated as Interaction Time + After Call Work Time divided by Answered Calls. This is a queue-level calculation.
Call Time
The total amount of handle time spent on calls that came in from an IVR queue. Talk time + after call work time.
Offered Session Report
This report provides a daily breakdown of calls that came in through Connect by metrics such as abandons, transfers, escalations, and more.
Parameters include start date, end date, start date, end time, and time zone.
The following metrics appear in the Offered Session Report:
Date
The date the row summarizes.
Modality
Voice or chat. Voice for escalated calls.
Offered
The total number of offered calls that went through the platform. Direct proxied calls are included.
IVR Abandon
The number of calls that were abandoned while in IVR.
IVR Transfer
The number of calls that were transferred directly out of the IVR.
Queued
The number of calls that were placed into a queue to find an agent.
Queue Abandon
The number of calls that were abandoned while waiting in queue for an agent.
Queue Transfer
The number of calls that were transferred directly out of the queue.
Answered
The number of calls that were waiting in queue that successfully connected to an agent.
ReEnqueued
The number of calls that were re-enqueued to a new queue.
Esc.
The number of calls escalated from chat to voice.
ASA
Average Speed of Answer. The average amount of time it took an agent to answer a call. This is a queue-level calculation.
ABA %
Abandon Rate. The percentage of queued calls that were abandoned before being connected to an agent. This is a queue-level calculation.
AIT
Average Interaction Time. Average amount of interaction time for all answered calls. This is calculated as Chat Time + Talk Time. This is a queue-level calculation.
AACW
Average After Call Work. The average amount of time an agent spent on after call work following a call. This is a queue-level calculation.
AHT
Average Handle Time. The average amount of time an agent spent on a call. This is calculated as Interaction Time + After Call Work Time divided by Answered Calls. This is a queue-level calculation.
Session Time
The total amount of handle time spent on sessions that came in from an IVR queue. This is calculated as Talk Time + After Call Work Time.
Quick IVR Heatmap
This report allows administrators to view the most frequently traversed paths through IVR call flows. This can help users gain insight into customer issues and identify potential changes to the IVR that may allow customers to have a more positive experience, such as queueing into the most trafficked queue directly from the first prompt instead of going through multiple levels of routing questions.
The report generates a color-coded image of the call flow showing how many times customers passed through a node (Figure 4).
Parameters include start date, end date, call flow, and revision number.
Figure 4 Quick IVR Heatmap Report sample
Session Data Report
This report is different from others as it does not aggregate information. It instead provides a complete data dump of information that can then be aggregated and summarized by customers using whatever technology they are familiar with (Excel, MatLab, etc.) if Clarity Connect’s standard reports do not provide the desired data or aggregation type.
Every message session that goes through Clarity Connect contains a line on this report. The columns provide information to assist in filtering and summarizing as needed.
Parameters include start date, end date, and time zone.
The following metrics appear in the Session Data Report:
Session ID
The session ID associated with the interaction. This can be cross-referenced with the Session Search page on the administrative website.
Date
The date of the interaction.
Start Time
The time the interaction started.
Caller ID
The caller ID delivered with the session, either based on context passed in or the telecom provider.
Caller SIP URI
The Unique Resource Identifier of the outside party on the interaction.
Queue
The queue the interaction was placed in.
Business Unit
The business unit associated with the queue or the agent’s team in the case of a direct call that was not in a queue.
Agent
The answering agent for the session. This field will be left blank if there was no answering agent for the session.
Team
The answering agent’s team. This field will be left blank if there was no team.
Groups
The groups that contain the agent’s team. This field will be left blank if there was no group.
Modality
The session’s modality (voice or chat).
Queue Time
The amount of time the interaction spent waiting for an agent to answer the session after being placed into queue.
Talk Time
The amount of time the interaction spent with active audio, between when it was first answered by an agent until either a participant disconnects or the session is escalated to include voice.
Agent Initiated Hold Time
The amount of time the interaction spent on hold (initiated by the agent). This time is also included in talk time and/or message time.
After Call Time
The amount of time the finishing agent spent wrapping up their work after disconnecting from the customer, until they placed themselves back to an Available presence state to take another session.
Time to ABA
If the session was abandoned before being connected to an agent, this is the amount of time the customer waited before abandoning the session, otherwise this field will be left blank.
Answered?
Whether or not the session was answered (Yes/No).
Xfered from Queue?
Whether or not the session was transferred while waiting in queue hold to the forwarding URI associated with the queue (Yes/No).
Abandoned?
Whether or not the session was abandoned (Yes/No).
DID?
Whether or not the session was a proxied direct inbound call (Yes/No).
DOD?
Whether or not the session was a proxied direct outbound call (Yes/No).
Queued?
Whether or not the session was a queued call (Yes/No).
Escalated?
Whether or not the session was escalated from chat only to include voice (Yes/No).
Re-Enqueued?
Whether or not the session was transferred to a different queue or the name of the queue. This field will be left blank if the session was not re-enqueued.
RONAs
Agents that were offered the call and declined or did not answer. This field will be left blank if there were no RONAs.
Xfered by Agent
The name of the agent, contact, or URI the session was transferred to. This field will be left blank if there were no transfers.
Adt’l Agents
Any additional agents who assisted with the call, as well as the type of assistance provided or. This field will be left blank if there were no additional agents.
Supervisors
Any supervisors who silently or whisper joined the session. This field will be left blank if no supervisors silently or whispered joined.
Disposition
The agent-set call disposition assigned to the session. This field will be left blank if no disposition was assigned.
Sub-Disposition
The agent-set call sub-disposition assigned to the session. This field will be left blank if no sub-disposition was assigned.