Customized report

@jawad.hassan can we provide following mentioned customized reports?

Report request 1.

Call Start Time Called Number Call ANI / Originator DN CSQ Name Agent Name Speed to Answer Ring Time Talk Time Work Time Handle Time Call End Time Queue Time Call Abandon Time Time to Abandon
Detailed Call CSQ Agent Report Detailed Call CSQ Agent Report Detailed Call CSQ Agent Report Detailed Call CSQ Agent Report Detailed Call CSQ Agent Report This Avg Speed of Answer in CSQ All Fields Report.

Using this template, report should provide each call’s “Speed to Answer” not the Avg Speed of Answer.|Detailed Call CSQ Agent Report|Agent Summary Report|Agent Summary Report|Agent Summary Report|Detailed Call CSQ Agent Report|Detailed Call CSQ Agent Report|Abandoned Call Detail Activity Report|Abandoned Call Detail Activity Report|

Report request 2.

The below is an expansion of the current CSQ All Fields Report.

Changes:

· Add a ‘Totals’ filed as highlighted in Green on last row

· Provide average of Avg Speed of Answer for all queues

· Provide average of Avg Queue Time for all queues

· Provide average of Avg Handle Time for all queues

· Calls Presented by queue would need to be weighted in some fashion

· Example of what I have to do in red text (would not be displayed in report)

CSQ Name Calls Presented Weighted Queue Total Calls Handled Percent Handled Avg Handle Time Weighted Avg Handle Max Handle Time Avg Speed of Answer Weighted Avg Speed Avg Queue Time Weighted Queue Time Max Queue Time
OTHER_CSQ 436 0.770318021 380 87.16 0:15:38 0:12:03 2:08:31 0:02:28 0:01:54 0:02:32 0:01:57 0:12:54
PW_STATUS_CSQ 126 0.222614841 110 87.3 0:11:29 0:02:33 1:28:36 0:02:18 0:00:31 0:02:23 0:00:32 0:14:33
VIP_CSQ 4 0.007067138 4 100 0:05:12 0:00:02 0:06:57 0:01:24 0:00:01 0:01:24 0:00:01 0:03:08
566 1 494 0:10:46 0:14:38 0:02:03 0:02:25 0:02:06 0:02:30

Report request 1
We can develop a customized report for the template shared in request 1 but with some observations as explained below.

  1. In the shared template, there is no difference in Call Abandoned Time and Time to Abandon field. Logically, both represent the same thing. If the end-user thinks otherwise then we will require further clarification.

  2. Since the requirement is for the agent-wise detail report so abandon time will only represent the time of calls that will be Abandoned On Ring and not the one that will be Abandoned In Queue.

  3. The requirement for calculating Speed of Answer for each call represents the same as calculating Queue Time. This is because, Speed of Answer means how speedily call is routed to the agent from a queue to answer.

Report request 2
We can develop a customized report for the above template. Some comments are inline for more understanding.

  • Add a ‘Totals’ filed as highlighted in Green on the last row
    Acknowledged

  • Provide average of Avg Speed of Answer for all queues
    In Totals? If yes, acknowledged

  • Provide average of Avg Queue Time for all queues
    In Totals? If yes, acknowledged

  • Provide average of Avg Handle Time for all queues
    In Totals? If yes, acknowledged

  • Calls Presented by queue would need to be weighted in some fashion
    Need further clarification
    * Example of what I have to do in red text (would not be displayed in report)
    How are the calculations being made? Need further clarification.

@jawad.hassan

these are the responses from the customer:

Weighted Queue Total = Calls Presented / Sum of all calls

Weighted Average Handle = Weighted queue total x average handle time

Weighted Average Speed = Weighted queue total x average speed of answer

Weighted Queue Time = Weighted queue total x average queue time

@shaheera.amir I went through the responses. We are good to go to share the quote with for the customization of the above reports.

Please don’t forget to include the observations and comments we added underneath both templates in your offer.