RFLundgren
MIS
I am looking for a definitive definition of the following database items in CMS to validate reporting for my customer. If anyone can verify the below or suggest otherwise it would be most appreciated. This is to calculate handle time in the call centre.
There are 4 areas of handle time which I have considered:
- Ring Time
o 2 of our call centres have auto answer enabled, the third call centre does not. Ring time includes the time an inbound split ACD caller spends ringing at an agent phone whether answered by the agent or not as well as the time just prior to the call becoming ‘live’ where the agent hears the beeps and whisper.
o The database item in the agent tables being used for this portion of the call is RINGTIME.
- Talk Time
o Talk time includes anytime the agent is talking to an inbound split ACD caller. This only includes time where the two parties are ‘live’ with each other and does not include any other activity or any other type of call.
o The database item in the agent tables being used for this portion of the call is ACDTIME.
- Hold Time
o Hold time includes anytime an inbound split ACD caller is placed on hold. This includes both when there is no other activity on the phone and anytime the agent spends on outbound calls with the inbound split ACD caller on hold. All 3 contact centres are set up so that agents are not able to receive further inbound split ACD calls or inbound extension calls while an inbound split caller in on hold.
o The database items in the agent tables being used for this portion of the call need clarifying. Hold time is usually included under OTHER however in order to represent just hold time as described above we need to clarify which database item to use. The database items that seem appropriate are HOLDTIME and HOLDACDTIME however the differences for our circumstances are not clear.
o Time spent on outbound calls with an inbound split ACD caller on hold is usually shown under AUX Default Out however it is necessary that this time is included in the calculation without any other time the agent may spend in AUX Default Out, such as immediately after login.
- ACW Time
o ACW time includes anytime an agent spends in ACW. This includes both ACW time immediately after completion of an inbound split ACD call and where the ACW mode is manually selected by an agent even if there was no previous split ACD call. ACW time also includes any time the agent spends on inbound extension calls and outbound calls while in ACW mode.
o The database items in the agent tables being used for this portion of the call need clarifying. ACW time is represented by the database item ACWTIME however further clarification is needed to determine whether this database items includes all ACW circumstances as described above. Other database items that need to be clarified are ACWINTIME, ACWOUTTIME and ACWOUTOFFTIME.
For purposes of reporting aux time it important to make the distinction that any outbound calls made and inbound extension calls received are reported against the aux code previously selected by the agent except in the case of being involved in the normal handling of inbound split ACD calls. For example, agent A in Aux 5 makes an outbound call and agent B with an inbound split ACD caller on hold also makes an outbound call. The time spent on the outbound call for agent A is included in AUX 5 time and agent B is currently shown in AUX Default Out (which we are to split out as described above).
Once we have been able to define the database items to be used to calculate handle time from the agent tables we will be able to apply this knowledge to the split tables so that handle time can be reported by split as well as by agent.
If anyone can help with these definitions I would be very grateful.
Regards
Richard
There are 4 areas of handle time which I have considered:
- Ring Time
o 2 of our call centres have auto answer enabled, the third call centre does not. Ring time includes the time an inbound split ACD caller spends ringing at an agent phone whether answered by the agent or not as well as the time just prior to the call becoming ‘live’ where the agent hears the beeps and whisper.
o The database item in the agent tables being used for this portion of the call is RINGTIME.
- Talk Time
o Talk time includes anytime the agent is talking to an inbound split ACD caller. This only includes time where the two parties are ‘live’ with each other and does not include any other activity or any other type of call.
o The database item in the agent tables being used for this portion of the call is ACDTIME.
- Hold Time
o Hold time includes anytime an inbound split ACD caller is placed on hold. This includes both when there is no other activity on the phone and anytime the agent spends on outbound calls with the inbound split ACD caller on hold. All 3 contact centres are set up so that agents are not able to receive further inbound split ACD calls or inbound extension calls while an inbound split caller in on hold.
o The database items in the agent tables being used for this portion of the call need clarifying. Hold time is usually included under OTHER however in order to represent just hold time as described above we need to clarify which database item to use. The database items that seem appropriate are HOLDTIME and HOLDACDTIME however the differences for our circumstances are not clear.
o Time spent on outbound calls with an inbound split ACD caller on hold is usually shown under AUX Default Out however it is necessary that this time is included in the calculation without any other time the agent may spend in AUX Default Out, such as immediately after login.
- ACW Time
o ACW time includes anytime an agent spends in ACW. This includes both ACW time immediately after completion of an inbound split ACD call and where the ACW mode is manually selected by an agent even if there was no previous split ACD call. ACW time also includes any time the agent spends on inbound extension calls and outbound calls while in ACW mode.
o The database items in the agent tables being used for this portion of the call need clarifying. ACW time is represented by the database item ACWTIME however further clarification is needed to determine whether this database items includes all ACW circumstances as described above. Other database items that need to be clarified are ACWINTIME, ACWOUTTIME and ACWOUTOFFTIME.
For purposes of reporting aux time it important to make the distinction that any outbound calls made and inbound extension calls received are reported against the aux code previously selected by the agent except in the case of being involved in the normal handling of inbound split ACD calls. For example, agent A in Aux 5 makes an outbound call and agent B with an inbound split ACD caller on hold also makes an outbound call. The time spent on the outbound call for agent A is included in AUX 5 time and agent B is currently shown in AUX Default Out (which we are to split out as described above).
Once we have been able to define the database items to be used to calculate handle time from the agent tables we will be able to apply this knowledge to the split tables so that handle time can be reported by split as well as by agent.
If anyone can help with these definitions I would be very grateful.
Regards
Richard