Interaction Volume Business Result report

Important

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This page describes how you can use the Interaction Volume Business Result report to view what percentage of interactions achieve each Business Result, and highlights cases that do not meet the baseline service objective.

[+] Tip: How do I generate a report?

How do I generate a report?
The short answer is: Access Reporting in the Genesys Engage cloud, open a report (from Document List > Interactive Insights > 8.x.x > <name of report>), and click Refresh All to populate the report. For more information, see How do I generate Historical Reports in Genesys Engage cloud?.

Understanding the Interaction Volume Business Result report

Use the Interaction Volume Business Result report to gauge the service level on a day-by-day basis.

The Summary tab illustrates the percentages of service level, highlighting the exceptions by business result for those interactions that have defined a baseline service objective that is greater than zero. The Main tab summarizes how interactions that enter the contact center are categorized into the business-result attributes that are configured in your environment. The Data tab provides the same information as is found on the Main tab, but in a format more suitable for printing.

You can specify the Date Range, Business Result, Media Type, and Interaction Type.

To get a better idea of what this report looks like, view sample output from the report:
Sample_Interaction_Volume_Report.pdf

Prompts and Measures

The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report:

• [+] Prompts for the Interaction Volume Business Result report

  Prompt	Description
  Pre-set Day Filter	Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values.
  Start Date	Choose the date from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None.
  End Date	Choose the date at which to stop collecting data into the report.
  Business Result	Select one or more business-result attribute(s) to include in the report. A value of ALL returns all configured business results that are defined for the given tenant. If you do not select a value, the reports include all business result values in the resultant set when the report is run.
  Media Type	Select one or more Media Types to display in the report, for example, Voice, Email, and Chat. Default: ALL
  Interaction Type	Select one or more Interaction Types to display in the report. Default: ALL

• [+] Measures used in the Interaction Volume Business Result report

  Measure	Description
  BA Customer \ % First Response Time Service Level	The service level that is delivered for this business attribute measured as a percentage of customer interactions that were accepted within a user-defined threshold to all customer interactions that were offered to handling resources.
  BA Customer \ Entered	The total number of customer interactions that entered or began within the contact center and were assigned this business attribute. This count includes abandoned interactions.
  BA Customer \ Entered with Objective	The total number of customer interactions that entered or began within the contact center, were assigned this business attribute, and either had a baseline service objective or a response threshold (defined in the [agg-gim-thld-QUEUE-IXN] section) that was greater than zero.
  BA Customer \ Accepted	The total number of customer interactions of this business attribute that were accepted, answered, pulled, or initiated by a handling resource.
  BA Customer \ % Accepted	The percentage of customer interactions of this business attribute that were accepted to the total number of interactions of this business attribute that were offered to a handling resource.
  BA Customer \ Abandoned Waiting	The total number of customer interactions of this business attribute that were abandoned or stopped for any reason while the interactions were waiting for the first handling resource. The count includes customer interactions that were abandoned while they were ringing at the agent’s desktop or alerting at the handling resource as well as short-abandoned interactions.
  BA Customer \ % Abandoned Waiting	The percentage of customer interactions of this business attribute that were abandoned to the total number of customer interactions of this business attribute that entered or began within the contact center during the interval.
  BA Customer \ ASA	The average amount of time, in seconds, it took agents to accept, answer, or pull customer interactions assigned this business attribute.
  BA Customer \ Max Accept Time Agent	The longest amount of time, in seconds, that customer interactions of this business attribute spent in a queue before the interactions were accepted by the first handling resource. The duration starts when the interaction enters or begins within the contact center and ends when the interaction is accepted. This measure includes alert (ring) time.
  BA Customer \ Avg Abandoned Waiting Time	The average amount of time, in seconds, that interactions of this business attribute waited within the contact center before customers abandoned the interactions or before they were dropped for any reason. This average includes interactions that were abandoned or dropped within the short-abandoned threshold and excludes interactions that were abandoned or dropped while they were alerting (ringing) at an agent’s desktop.
  BA Customer \ Max Abandoned Waiting Time	The maximum amount of time, in seconds, that customer interactions that entered or began within the contact center and were assigned this business attribute spent in a queue and/or alerting/ringing at the first target before the interactions were abandoned or stopped for any reason.
  BA Customer \ Avg Handle Time	The average amount of time, in seconds, that agents spent handling interactions assigned this business attribute.
  BA Customer \ Avg Engage Time	The average amount of time, in seconds, that agents were engaged with customers on interactions assigned this business attribute.
  BA Customer \ Avg Hold Time	The average amount of time, in seconds, that customers spent on hold for interactions assigned this business attribute. This measure is attributed to the interval in which the interactions were accepted by a resource.
  BA Customer \ Avg Wrap Time	The average amount of time, in seconds, that agents spent performing after call work for customer interactions that were assigned this business attribute.
  BA Customer \ Transfer Initiated Agent	The total number of customer interactions of this business attribute that agents transferred.
  BA Customer \ % Transfer Initiated Agent	The percentage of customer interactions of this business attribute that were transferred (warm or blind) by agents to the total number of customer interactions of this business attribute that were accepted by agents.