MISTER WALLBOARDS & DASHBOARDS
USER GUIDE
(DOCUMENT VERSION 1.0) 2019
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st RTEL World LLC RTEL Asia
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Table of Contents
MISTER WALLBOARDS & DASHBOARDS ................................................................................... 1
USER GUIDE ............................................................................................................................ 1
(DOCUMENT VERSION 1.0) 2019 .............................................................................................. 1
Chapter 1 Introduction ............................................................................................................ 9
Charter 2 KPI Descriptions ....................................................................................................... 9
2.1. Agent KPIs ..................................................................................................................... 9
2.1.1. Presented Calls ........................................................................................................... 9
2.1.2. Agents – RNA Calls ...................................................................................................... 9
2.1.3. Missed (RNA)% ........................................................................................................... 9
2.1.4. Handled Calls .............................................................................................................. 9
2.1.5. AVG Talk Time .......................................................................................................... 10
2.1.6. AVG Ring Time .......................................................................................................... 10
2.1.7. AVG Hold Time ......................................................................................................... 10
2.1.8. AVG Handling Time ................................................................................................... 10
2.1.9. Event ........................................................................................................................ 10
2.1.10. Event Start .............................................................................................................. 10
2.1.11. Event End ................................................................................................................ 10
2.1.12 Duration .................................................................................................................. 10
2.1.13 Reason ..................................................................................................................... 10
2.1.14. Login ....................................................................................................................... 10
2.1.15. Ready ..................................................................................................................... 10
2.1.16. Reserved ................................................................................................................. 10
2.1.17. Not Ready ............................................................................................................... 11
2.1.18. Not Ready % ........................................................................................................... 11
2.1.19. Other Not Ready ..................................................................................................... 11
2.1.20. Handled Calls Over Limit ......................................................................................... 11
2.1.21. Handled Calls Over Limit % ...................................................................................... 11
2.1.22. Talking .................................................................................................................... 11
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2.1.23. Talking % ................................................................................................................ 11
2.1.24. After Call Work ....................................................................................................... 11
2.1.25. On Hold .................................................................................................................. 11
2.1.26. On Hold % ............................................................................................................... 11
2.1.27. Handling ................................................................................................................. 12
2.1.28. Handling % .............................................................................................................. 12
2.1.29. Ready ..................................................................................................................... 12
2.1.30. Ready % .................................................................................................................. 12
2.1.31. Call Ended ............................................................................................................... 12
2.1.32. Call Ended % ........................................................................................................... 12
2.1.33. Phone Working ....................................................................................................... 12
2.1.34. Phone Working % .................................................................................................... 12
2.1.35. Call Not Answered .................................................................................................. 12
2.1.36. Call Not Answered % ............................................................................................... 13
2.1.37. Working .................................................................................................................. 13
2.1.38. Working % .............................................................................................................. 13
2.1.39. Reserved ................................................................................................................. 13
2.1.40. Reserved % ............................................................................................................. 13
2.1.42. AVG Outgoing Answered Calls Connect Time ........................................................... 13
2.1.43. Outgoing Answered Calls Connect Time ................................................................... 13
2.1.44. Outgoing Answered Calls Connect Time % ............................................................... 13
2.1.45. AVG Calls / Hour ..................................................................................................... 13
2.1.46. Outgoing Efforts ...................................................................................................... 13
2.1.47. Outgoing Calls ......................................................................................................... 14
2.1.48. Outgoing AVG Talking ............................................................................................. 14
2.1.49. Outgoing Talking ..................................................................................................... 14
2.1.50. Agents – Email & Chat Ready ................................................................................... 14
2.1.51. Agents – Email & Chat Not Ready ............................................................................ 14
2.1.52. Agents – Email Processing ....................................................................................... 14
2.1.53. Agents – Chat Busy .................................................................................................. 14
2.1.54. Agents – Email and Chat Reserved ........................................................................... 14
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2.1.55. Agents - Avg Handle Time........................................................................................ 14
2.1.56. Agents – Occupancy ................................................................................................ 14
2.1.57. Agents – Utilization ................................................................................................. 14
2.1.58. Average Speed of Answer ....................................................................................... 15
2.2. Calls – KPIs ................................................................................................................... 16
2.2.1. Total (offered) Calls................................................................................................... 16
2.2.2. Handled from CSQ .................................................................................................... 16
2.2.3. Abandoned Calls ....................................................................................................... 16
2.2.4. Short Abandoned Calls .............................................................................................. 16
2.2.5. Average Wait Time Abandoned ................................................................................. 16
2.2.6. Dequeued From CSQ ................................................................................................. 16
2.2.7. Handled by Script ...................................................................................................... 16
2.2.8. Handled by Another CSQ ........................................................................................... 16
2.2.9. Handled X Sec ........................................................................................................... 16
2.2.10. Total Handled ......................................................................................................... 17
2.2.11. Repeated Calls ........................................................................................................ 17
2.2.12. Handled from Csq % ................................................................................................ 17
2.2.13. Abandoned %.......................................................................................................... 17
2.2.14. Short Abandoned % ................................................................................................ 17
2.2.15. Dequeued From Csq % ............................................................................................ 17
2.2.16. Handled by Script % ................................................................................................ 17
2.2.17. Handled by Another Csq % ...................................................................................... 17
2.2.18. Handled X Sec % ...................................................................................................... 17
2.2.19. Total Handled % ...................................................................................................... 18
2.2.20. Repeated Calls % ..................................................................................................... 18
2.2.21. Service X ................................................................................................................. 18
2.2.22. Service Level ........................................................................................................... 18
2.2.23. Service Level MTD ................................................................................................... 18
2.2.24. Calls - Service Level WTD ......................................................................................... 18
2.2.25. Available ................................................................................................................. 18
2.2.26. AVG Wait Time ....................................................................................................... 18
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2.2.27. Max Wait Time ....................................................................................................... 18
2.2.28. AVG Abandoned Time ............................................................................................. 18
2.2.29. Max Abandoned Time ............................................................................................. 19
2.2.30. AVG Talking Time .................................................................................................... 19
2.2.31. Max Talking Time .................................................................................................... 19
2.2.32 Average Wait Time Last Hour ................................................................................... 19
2.2.33 Total Wait Time ....................................................................................................... 19
2.2.34 Call Variables ........................................................................................................... 19
2.2.35 Calls with priority ..................................................................................................... 19
2.2.36 Calls with priority % ................................................................................................. 19
2.2.37. Emails in Queue ...................................................................................................... 19
2.2.38. Emails Handled ....................................................................................................... 19
2.2.39. Emails Avg Handled Time ........................................................................................ 19
2.2.40 Chats offered ........................................................................................................... 19
2.2.41 Chats Answered ....................................................................................................... 20
2.2.42 Chats abandoned ..................................................................................................... 20
2.2.43 Chats Max Waiting Time .......................................................................................... 20
2.2.44 Chats Avg Waiting Time ........................................................................................... 20
2.2.45 Chats Max Talking Time ........................................................................................... 20
2.2.46 Chats Avg Talking Time ............................................................................................ 20
2.2.47 Service Level Without Abandon for CSQs .................................................................. 20
2.2.48 Service Level Positive Abandon for CSQs .................................................................. 20
2.2.50 Service Level Negative Abandon for CSQs ................................................................. 21
2.2.51. Service Level Without Abandon for Script/Applications ........................................... 21
2.2.52 Service Level Positive Abandon for Script/Applications ............................................. 21
2.2.53 Service Level Negative Abandon for Script/Applications ........................................... 21
CHAPTER 3 ............................................................................................................................ 22
3.1 Call Browser ................................................................................................................. 22
3.1.1. Home .................................................................................................................... 23
3.1.2. Daily ..................................................................................................................... 24
3.1.3. Extended ............................................................................................................... 25
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3.1.4. Extended Variables ............................................................................................... 26
3.1.5. Queue Daily .......................................................................................................... 27
3.1.7. Repeated Calls ...................................................................................................... 28
3.1.8. Call Records .......................................................................................................... 29
3.2 Agent Reports ............................................................................................................... 30
3.2.1. Agents Calls per CSQ ............................................................................................. 30
3.2.2. Agent State ........................................................................................................... 31
3.2.3. Agents State Duration ........................................................................................... 32
3.2.4. Agent Summary Shifts .......................................................................................... 33
3.2.5. Agents Summary Shifts Total ................................................................................ 33
3.2.6. Agent Summary Operators ................................................................................... 34
3.2.7. Agents Summary ................................................................................................... 35
3.3 CSQ Reports .................................................................................................................. 36
3.3.1. CSQ Call Rates ....................................................................................................... 36
3.3.2. CSQ Percentage Call Rates ..................................................................................... 37
3.3.3. CSQ Quarter Distribution ....................................................................................... 38
3.3.4. CSQ Hourly Distribution ........................................................................................ 39
3.3.5. CSQ Statistics Shifts ............................................................................................... 39
3.3.6. CSQ Statistics Shifts Total ...................................................................................... 41
3.3.7. CSQ Summary ....................................................................................................... 41
CHAPTER 4 – Custom ............................................................................................................. 43
4.1 Calls Route Distribution ................................................................................................ 43
4.1.1. IVR Calls ................................................................................................................ 43
4.1.2. Queued Calls ......................................................................................................... 43
4.1.3. Answered Calls ...................................................................................................... 43
4.1.4. Talk Time .............................................................................................................. 43
4.1.5. Voicemail Off Working Hours ................................................................................ 43
4.1.6. Voicemail On Working Hours ................................................................................. 44
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Chapter 1 Introduction
This document serves as a user guide for Mister CA Dashboards Application. It contains
descriptions for KPIs and Stock Reports accessible in the application portal.
Charter 2 KPI Descriptions
This chapter describes KPIs (Key Performance Indicators) that are available within MISTER CA
W&Ds applications. A KPI is composed of two components: KPI Calculation and KPI Source. A KPI
Source is first created to retrieve data. Each KPI Calculation has Calculation Parameters that can
be used to get more specific information.
2.1. Agent KPIs
Agent KPIs calculate agent specific KPIs in various states and conditions. Depending on the KPI,
the following parameters may be used:
Contact Service Queues – This parameter is a list of contact service queue names. If
parameter is empty, all contact service queues are used for calculation. This parameter is
not applicable for Non-ACD calls.
Teams - This parameter is a comma separated list of Team names. If parameter is empty,
all Teams are used for calculation.
Skills – Comma separated list of agent skills. If parameter is empty, all Skills are used for
calculation. This parameter is not applicable for email states and Non-ACD calls.
2.1.1. Presented Calls
This KPI returns a total count of Presented Calls at the specified Queue(s)
2.1.2. Agents – RNA Calls
This KPI returns a total number of Ring No Answer calls for agents.
2.1.3. Missed (RNA)%
This KPI returns a total number of Ring No Answer calls for agents in percentage.
2.1.4. Handled Calls
This KPI calculate the number of calls that are handled by agent. This number does not include
abandon calls.
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2.1.5. AVG Talk Time
This KPI represents the average time an agent spends interacting with a customer per call for a
defined period.
2.1.6. AVG Ring Time
Ring Time (RT) is the time a call remains in the queue and ringing until an agent accepts the call.
2.1.7. AVG Hold Time
The average hold time is the average time of calls that an agent puts customers on hold
2.1.8. AVG Handling Time
The Average handle time (AHT) is the average duration of one transaction, measured from the
agent’s call acceptance and including any hold time, talk time and related tasks that follow the
transaction (such as After Call Work time).
2.1.9. Event
The Event of the agent (example Login, Ready, Not Ready etc)
2.1.10. Event Start
Starting time of the Event
2.1.11. Event End
End time of the Event
2.1.12 Duration
Duration of the Event
2.1.13 Reason
Description of the Event (example Not-Ready States, Phone Working etc)
2.1.14. Login
This KPI returns the total time that an agent is logged in for the specified period
2.1.15. Ready
This KPI returns the total time that an agent is in Ready State for the specified period
2.1.16. Reserved
This KPI returns the total time that an agent is in Reserved State for the specified period. Phones
are Reserved when calls are offered to agents until they accept the call.
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2.1.17. Not Ready
This KPI returns the total time that an agent is in Not Ready State for the specified period.
2.1.18. Not Ready %
This KPI returns the total time that an agent is in Not Ready State in percentage for the specified
period
2.1.19. Other Not Ready
This KPI returns the total time that an agent is in Other Not Ready States for the specified period.
2.1.20. Handled Calls Over Limit
This KPI returns the number of calls that have duration over a predefined time limit (default 180
sec) for the specified period.
2.1.21. Handled Calls Over Limit %
This KPI returns the percentage of calls that have duration over a predefined time limit (default
180 sec) for the specified period.
2.1.22. Talking
This KPI returns the total time that an agent is in Talking State for the specified period.
2.1.23. Talking %
This KPI returns the total time in percentage that an agent is in Talking State for the specified
period.
2.1.24. After Call Work
This KPI returns the total time taken by an agent to complete any transactions or work for a
customer after the call has ended.
2.1.25. On Hold
This KPI returns the total time of calls that an agent puts customers on hold
2.1.26. On Hold %
This KPI returns the total time in percentage that an agent puts customers on hold
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2.1.27. Handling
This KPI returns the total time of transactions, measured from the agent’s call acceptance and
including any hold time, talk time and related tasks that follow the transaction (such as After Call
Work time).
2.1.28. Handling %
This KPI returns the total time of transactions in percentage of total login time, measured from
the agent’s call acceptance and including any hold time, talk time and related tasks that follow the
transaction (such as After Call Work time).
2.1.29. Ready
This KPI returns the total time that an agent is in Ready State for the specified period.
2.1.30. Ready %
This KPI returns the total time in percentage that an agent is in Ready State for the specified
period.
2.1.31. Call Ended
This KPI returns the total time that an agent is _______ for the specified period.
2.1.32. Call Ended %
This KPI returns the total time in percentage that an agent is __________ for the specified
period.
2.1.33. Phone Working
This KPI returns the total time that an agent is in Phone Working State for the specified period.
The system issues this reason code when the agent’s phone comes up after it has been through a
Phone Down state.
2.1.34. Phone Working %
This KPI returns the total time in percentage of total login time that an agent is in Phone Working
State for the specified period.
2.1.35. Call Not Answered
This KPI returns the total time that an agent is in Call Not Answered State for the specified
period. The agent's state was changed to Not Ready - Call Not Answered because the agent did
not answer a call and the call was redirected to a different agent or skill group.
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2.1.36. Call Not Answered %
This KPI returns the total time in percentage of total login time that an agent is in Call Not
Answered State for the specified period.
2.1.37. Working
This KPI returns the total time that an agent is in Phone Working State for the specified period.
2.1.38. Working %
This KPI returns the total time in percentage that an agent is in Phone Working State for the
specified period.
2.1.39. Reserved
This KPI returns the total time that an agent is in Reserved State for the specified period. Phones
are Reserved when calls are offered to agents until they accept the call.
2.1.40. Reserved %
This KPI returns the total time in percentage of total login time that an agent is in Reserved State
for the specified period
2.1.42. AVG Outgoing Answered Calls Connect Time
This KPI returns average talking time of outgoing calls per agent. This value is calculated using
Outbound Calls Total Time divided by the number of Outgoing Calls.
2.1.43. Outgoing Answered Calls Connect Time
This KPI returns the total connect time of non-ACD dialed outbound calls per agent for the
specified period
2.1.44. Outgoing Answered Calls Connect Time %
This KPI returns the percentage of connect time of non-ACD dialed outbound calls per agent. The
values is calculated using Outgoing Answered Calls Connect Time divided by total Login Time
2.1.45. AVG Calls / Hour
This KPI returns the total number of calls per agent per hour. The value is calculated using
Handled Calls + Outgoing Calls
2.1.46. Outgoing Efforts
This KPI returns the total number of Outgoing Efforts for calls per agent for the specified period
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2.1.47. Outgoing Calls
This KPI returns a total number of outgoing answered calls per agent for the specified period
2.1.48. Outgoing AVG Talking
This KPI returns average talking time of outgoing calls per agent. This value is calculated using
Outbound Calls Total Time divided by the number of Outgoing Calls.
2.1.49. Outgoing Talking
This KPI returns a total outgoing talking time per agent for the specified period
2.1.50. Agents – Email & Chat Ready
This KPI returns the total time that an agent is in Email & Chat Ready State for the specified
period.
2.1.51. Agents – Email & Chat Not Ready
This KPI returns the total time that an agent is in Email & Chat Not Ready State for the specified
period.
2.1.52. Agents – Email Processing
This KPI returns the total time that an agent is in Email Processing State for the specified period.
2.1.53. Agents – Chat Busy
This KPI returns the total time that an agent is in Chat Busy State for the specified period.
2.1.54. Agents – Email and Chat Reserved
This KPI returns the total time that an agent is in Email and Chat State for the specified period.
2.1.55. Agents - Avg Handle Time
This KPI returns the average handle time of an agent for Chat and Email for the specified period.
2.1.56. Agents – Occupancy
This KPI returns the occupancy percentage of the agents. The formula used to calculate is: (Talk
Time+ Work Time + Reserved Time) / (Ready Time + Talk Time + Work Time + Reserved Time) *
100%
2.1.57. Agents – Utilization
This KPI returns the utilization percentage of the agents. The formula used to calculate is: (Ready
Time + Talk Time + Work Time + Reserved Time) / (Not Ready Time + Ready Time + Talk Time +
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Work Time + Reserved Time) * 100%
2.1.58. Average Speed of Answer
This KPI returns average ring time per agent for the specified period
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2.2. Calls – KPIs
Contact Service Queues specific KPIs in various states and conditions
2.2.1. Total (offered) Calls
This KPI returns the number of calls per contact service queue. It includes handled, abandoned,
dequeued and handled by script calls.
2.2.2. Handled from CSQ
This KPI returns the number of calls handled per contact service queue. A call is handled if a
caller is connected to an agent while queued for this contact service queue.
2.2.3. Abandoned Calls
This KPI returns the number of calls that were routed to the contact service queue but were not
answered by an agent because the caller hung up or was disconnected.
2.2.4. Short Abandoned Calls
This KPI returns the number of calls that were routed to the contact service queue but were not
answered by an agent because the caller hung up or was disconnected in a specific time frame.
Default is 5 sec.
2.2.5. Average Wait Time Abandoned
This KPI returns the average wait time of calls that were routed to the contact service queue but
were not answered by an agent because the caller hung up or was disconnected.
2.2.6. Dequeued From CSQ
This KPI returns number of calls that have been dequeued. Calls are dequeued under specific
conditions/triggers such as when reaching max wait time or max number of calls in queue.
2.2.7. Handled by Script
This KPI returns number of calls that have been handled by script (application). Scripts are
enabled under specific conditions/triggers such as when reaching max wait time, max number of
calls in queue, or customer selected.
2.2.8. Handled by Another CSQ
This KPI returns the number of calls that have been queued at more than one CSQ and are
handled by an agent in another CSQ.
2.2.9. Handled X Sec
This KPI returns the number of calls that have been handled within X seconds.
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2.2.10. Total Handled
This KPI returns the number of calls that have been handled by an agent or script within a csq
2.2.11. Repeated Calls
This KPI returns the number of calls that caller id has been in csq within X time frame. Default
value is 24 hours
2.2.12. Handled from Csq %
This KPI returns the percentage of calls handled by agent per contact service queue. The value is
calculated using number of handled calls by agent from csq divided by number of total calls X
100%
2.2.13. Abandoned %
This KPI returns the percentage of calls that were abandoned within a contact service queue. The
value is calculated using number of abandoned calls divided by number of total calls X 100%
2.2.14. Short Abandoned %
This KPI returns the percentage of calls that were short abandoned within a contact service
queue. The value is calculated using number of short abandoned calls divided by number of total
calls X 100%
2.2.15. Dequeued From Csq %
This KPI returns the percentage of calls that were dequeued from a contact service queue. The
value is calculated using number of dequeued calls divided by number of total calls X 100%
2.2.16. Handled by Script %
This KPI returns the percentage of calls that were handled by script within a contact service
queue. The value is calculated using number of calls handled by script divided by number of total
calls X 100%
2.2.17. Handled by Another Csq %
This KPI returns the percentage of calls that were handled by another csq. The value is calculated
using number of calls handled by another csq divided by number of total calls X 100%
2.2.18. Handled X Sec %
This KPI returns the percentage of calls that were handled within X sec. The value is calculated
using number of handled calls within X sec divided by number of total calls X 100%
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2.2.19. Total Handled %
This KPI returns the percentage of calls totally handled per contact service queue (by agent or
script). The value is calculated using number of total handled calls from csq divided by number of
total calls X 100%
2.2.20. Repeated Calls %
This KPI returns the percentage of calls that are repeated calls. The value is calculated using
number of repeated calls divided by number of total calls X 100%
2.2.21. Service X
This KPI returns the number of calls that have been serviced (handled) within X seconds.
2.2.22. Service Level
This KPI returns the service level per csq. The value is calculated using number of handled calls
within Service Level time frame divided by number of total calls X 100%. Service level can be
customized by the administrator.
2.2.23. Service Level MTD
This KPI returns the service level for the current month. The time interval used to calculate the
service level is from the beginning of the month to the current day in the month. The service
level is calculated using Calls Handled Within Service Level divided by Total (Offered) Calls.
2.2.24. Calls - Service Level WTD
This KPI returns the service level for the current week. The time interval used to calculate the
st
service level is from the beginning of the week to the current day in the week. 1 day of the
week is Monday. The service level is calculated using Calls Handled Within Service Level divided
by Total (Offered) Calls.
2.2.25. Available
This KPI returns the number of available agents (agents that were in Ready State) in the specific
time frame
2.2.26. AVG Wait Time
This KPI returns the average wait time of handled calls in time format for the specified period
2.2.27. Max Wait Time
This KPI returns the max (longest) wait time of handled calls in time format for the specified
period
2.2.28. AVG Abandoned Time
This KPI returns the average wait time of abandoned calls in time format for the specified period
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2.2.29. Max Abandoned Time
This KPI returns the max (longest) wait time of abandoned calls in time format for the specified
period
2.2.30. AVG Talking Time
This KPI returns the average talking time of handled calls in time format for the specified period
2.2.31. Max Talking Time
This KPI returns the max (longest) talking time of handled calls in time format for the specified
period
2.2.32 Average Wait Time Last Hour
This KPI returns the average wait time of handled calls in time format for the last hour
2.2.33 Total Wait Time
This KPI returns the total wait time of handled calls for the specified period
2.2.34 Call Variables
This KPI returns the number of calls that were offered with the specified call variable
2.2.35 Calls with priority
This KPI returns the number of calls that were offered with priority
2.2.36 Calls with priority %
This KPI returns the percentage of calls that were offered with priority
2.2.37. Emails in Queue
This KPI returns the number of emails that have been placed within a CSQ for the specified
period
2.2.38. Emails Handled
This KPI returns the number of emails that have been handled by an agent within a CSQ for the
specified period
2.2.39. Emails Avg Handled Time
This KPI returns the average handle time of emails within a CSQ for the specified period. The
value is calculated using the total time of handled emails divided by the number of handled
emails
2.2.40 Chats offered
This KPI returns the total number of Chats offered to a CSQ for the specified period
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2.2.41 Chats Answered
This KPI returns the total number of Chats answered by an agent for the specified period
2.2.42 Chats abandoned
This KPI returns the total number of Chats abandoned within a CSQ for the specified period
2.2.43 Chats Max Waiting Time
This KPI returns the max waiting time in the queue for the specified period
2.2.44 Chats Avg Waiting Time
This KPI returns the average waiting time in the queue for the specified period
2.2.45 Chats Max Talking Time
This KPI returns the max taking time of a chat for the specified period
2.2.46 Chats Avg Talking Time
This KPI returns the average taking time of chats for the specified period
2.2.47 Service Level Without Abandon for CSQs
This KPI returns a percentage of total (offered) calls, not counting abandoned calls that were
handled within specified Service Level. The percentage is calculated as follows: (Number of calls
handled within service level / (Number of calls offered - Number of calls abandoned within
service level)) * 100%
The calculated value corresponds to Percentage of Service Level Met – Without Abandon field in
the Cisco report Contact Service Queue Activity Report (by CSQ) and Contact Service Queue
Activity Report (by Interval). Calls – Service Level Without Abandon for CSQs has the same
parameters as Calls – Handled for CSQs.
2.2.48 Service Level Positive Abandon for CSQs
This KPI returns a percentage of offered calls that were handled or abandoned within Service
Level. The percentage is calculated as follows: ((Number of calls handled within service level +
Number of calls abandoned within service level) / Number of calls offered) * 100%
The calculated value corresponds to Percentage of Service Level Met – Positive Abandon field in
the Cisco report Contact Service Queue Activity Report (by CSQ) and Contact Service Queue
Activity Report (by Interval). Calls – Service Level Positive Abandon for CSQs has the same
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parameters as Calls – Handled for CSQs.
2.2.50 Service Level Negative Abandon for CSQs
This KPI returns a percentage of presented calls that were handled within specified Service Level.
The percentage is calculated as follows: (Number of calls handled within service level / Number
of calls offered) * 100%
The calculated value corresponds to Percentage of Service Level Met – Negative Abandon field in
the Cisco report Contact Service Queue Activity Report (by CSQ) and Contact Service Queue
Activity Report (by Interval). Calls – Service Level Negative Abandon for CSQs has the same
parameters as Calls – Handled for CSQs
2.2.51. Service Level Without Abandon for Script/Applications
This KPI returns a percentage of offered calls, not counting abandoned calls that were handled
within Service Level. The percentage is calculated as follows: (Number of calls handled within
service level / (Number of calls offered - Number of calls abandoned within service level)) * 100%
2.2.52 Service Level Positive Abandon for Script/Applications
This KPI returns a percentage of offered calls that were handled or abandoned within Service
Level. The percentage is calculated as follows: ((Number of calls handled within service level +
Number of calls abandoned within service level) / Number of calls offered) * 100%
2.2.53 Service Level Negative Abandon for Script/Applications
This KPI returns a percentage of offered calls that were handled within specified Service Level.
The percentage is calculated as follows: (Number of calls handled within service level / Number
of calls offered) * 100%
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CHAPTER 3
REPORT DESCRIPTIONS
Mister Dashboard Call Reporting is a collection of call reports that condense massive amounts of
call data and indicators into a format that is manageable and useful.
3.1 Call Browser
Mister Call Browser Applicate an amount of Statistics on display, in a tabular Report format.
The following fields are available to be displayed for Mister Call Browser
Field Description:(DATE, CONTACT TYPE, CONTACT DISPOSITION, ORIGINATOR TYPE, ORIGINATOR AGENT
NAME, ORIGINATOR PHONE NUMBER, DESTINATION TYPE, DESTINATION AGENT NAME, DESTINATION PHONE
NUMBER, CALL DATE, CALLED NUMBER, CONNECT TIME, TRANSFER REDIRECT, CONFERENCE, CSQ NAME, IO, QUEUE
TIME, RING TIME, HOLD TIME, RNA)
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3.1.1. Home
Mister Home Applicate an amount of Statistics on display at real time, in a tabular report format.
Field Description:(DATE, CONTACT TYPE, CONTACT DISPOSITION, ORIGINATOR TYPE, ORIGINATOR AGENT
NAME, ORIGINATOR PHONE NUMBER, DESTINATION TYPE, DESTINATION AGENT NAME, DESTINATION PHONE
NUMBER, CALL DATE, CALLED NUMBER, CONNECT TIME, TRANSFER REDIRECT, CONFERENCE, CSQ NAME, IO, QUEUE
TIME, RING TIME, HOLD TIME, RNA)
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3.1.2. Daily
Mister Daily Applicate an amount of Statistics on display based on a Daily report in a tabular
format. The Daily report showing details for every call that entered the CSQ.
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3.1.3. Extended
Mister Extended report showing details for every call that entered the CSQ. This report shows
results for all calls that meet the search filters.
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3.1.4. Extended Variables
Mister Extended report showing details for every call that entered the CSQ. This report shows
results for all calls that meet the search filters. This report has 10 extra fields called “Custom
Variable 1-10”. These custom variables are passed from the script that communicates with the
database.
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3.1.5. Queue Daily
Mister Queue Daily report shows details for every call that entered the queue. This report only
shows results for calls made within the 24 hours of the selected day.
Clicking on a row displays additional information for the call.
3.1.6. Queue Extended
Mister Queue Extended report shows details for every call that entered the queue. This report
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shows results for all calls that meet the search filters.
3.1.7. Repeated Calls
Mister Repeated Calls report shows call details for phone numbers that have called more than 1
times. Clicking on a row displays all the calls the selected phone number has made.
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3.1.8. Call Records
Mister Call Records report calls detailed record for phone numbers by CSQ.
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3.2 Agent Reports
Mister Agent Reports report detailed information for all CSQ.
3.2.1. Agents Calls per CSQ
Mister Agents Calls per CSQ report shows details for each CSQ.
Field Description: (AGENT NAME, CSQ NAME, MISSED CALLS, OFFERED CALLS, ANSWERED CALLS, AVG TALK
TIME, AVG RING TIME, AVG Hold TIME)
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3.2.2. Agent State
Mister Agents State report the state for each CSQ went through.
Field Description: (AGENT NAME, EVENT, EVENT START, EVENT END, DURATION, REASON)
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3.2.3. Agents State Duration
Mister Agents State Duration report shows durations of the states the agent spent in. The states
can be configured from the UCCX.
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3.2.4. Agent Summary Shifts
Mister Agent Summary Shifts report shows details for every shift of every agent.
3.2.5. Agents Summary Shifts Total
Mister Agents Summary Shifts Total report shows details for every agent for all shifts.
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3.2.6. Agent Summary Operators
Mister Agent Summary Operators report shows thorough total and percentage details for every
agent.
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3.2.7. Agents Summary
Mister Agents Summary report shows thorough details for every agent.
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3.3 CSQ Reports
Mister CSQ Reports this report shows details for each CSQ.
3.3.1. CSQ Call Rates
Mister CSQ Call Rates report shows details for each CSQ separately.
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Description: (CSQ NAME, TOTAL CALLS, HANDLED FROM CSQ, ABANDONED CALLS, SHORT ABANDONED CALLS,
DEQUEUED FROM CSQ, HANDLED BY SCRIPT, HANDLED BY ANOTHER CSQ, HANDLED 10 SEC, HANDLED 20 SEC,
HANDLED 40 SEC, HANDLED 60 SEC, HANDLED 80 SEC, HANDLED 100 SEC, HANDLED 240 SEC, HANDLED OVER 240
SEC, TOTAL HANDLED, REPEATED CALLS)
3.3.2. CSQ Percentage Call Rates
Mister CSQ Percentage Call Rates report shows percentage details for each CSQ separately. The
fields are percentage values of the CSQ CALL RATE report, with the divisor being the TOTAL
CALLS field.
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3.3.3. CSQ Quarter Distribution
Mister CSQ Quarter Distribution report shows quarterly details for the CSQs separately.
Description: (HOUR RANGE, LOGGED IN, AVAILABLE, TOTAL CALLS, HANDLED FROM CSQ, ABANDONED,
DEQUEUED FROM CSQ, HANDLED BY SCRIPT, HANDLED BY ANOTHER CSQ, SERVICE 10, SERVICE 20, SERVICE 40,
SERVICE LEVEL)
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3.3.4. CSQ Hourly Distribution
Mister CSQ Hourly Distribution report shows hourly details for the CSQs separately. Field
information can be found on the CSQ QUARTER DISTRIBUTION report.
3.3.5. CSQ Statistics Shifts
Mister CSQ Statistics Shifts report shows details for each shift separately.
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Description: (Shift A. Shift B, Shift C, SHIFT DATE, SHIFT, CSQ NAME, TOTAL, HANDLED FROM CSQ, ABANDONED,
DEQUEUED FROM CSQ, HANDLED BY SCRIPT, HANDLED BY ANOTHER CSQ, SERVICE LEVEL 0-15 sec, SERVICE LEVEL 0-
30 sec, SERVICE LEVEL 0-60 sec, AVG WAIT TIME, MAX WAIT TIME, AVG ABANDONED TIME, MAX ABANDONED
TIME, AVG TALK TIME)
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3.3.6. CSQ Statistics Shifts Total
Mister CSQ Statistics Shifts Total report shows details for all shifts per CSQ. Field information
can be found on the CSQ STATISTICS SHIFTS report.
3.3.7. CSQ Summary
Mister CSQ Summary report shows total and percentage details for each CSQ.
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Description: (CSQ, TOTAL CALLS, HANDLED CALLS, HANDLED CALLS %, ABANDONED CALLS, ABANDONED CALLS %,
AVG WAIT TIME, LONGEST WAIT TIME, AVG ABANDONED WAITTIME, MAX ABANDONED WAITTIME, AVG TALK
TIME)
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CHAPTER 4 – Custom
4.1 Calls Route Distribution
Mister Calls Route Distribution report shows details for calls that have entered the IVR, calls that
18202 has received and how many calls have reached the Voice M
Description: (HOUR RANGE, IVR CALLS, QUEUED CALLS, ANSWERED CALLS, TALK TIME, VOICEMAIL OFF WORKING
HOURS, VOICEMAIL ON WORKING HOURS)
4.1.1. IVR Calls
The number of calls that have entered the IVR.
4.1.2. Queued Calls
The number of calls that 18202 has received.
4.1.3. Answered Calls
The number of calls that have been answered.
4.1.4. Talk Time
The talk time of the answered calls.
4.1.5. Voicemail Off Working Hours
The number of calls that have been forwarded to the Voice Mail off working hours.
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4.1.6. Voicemail On Working Hours
The number of calls that have been forwarded to the Voice Mail on working hours.
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