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Historical Reporting - October 14, 2015

Overview

This page provides a list of changes to Historical Reporting. Changes are classified as:
 

  • Bug fix—refers to fixes that have been made to resolve problems in existing features and functions.

  • Enhancement—refers to improvements made to existing features and functions.

  • New feature—refers to new features and functions.

Release date

The latest version of Call Center will be released to customers on October 14, 2015.

List of updates

 

Type of Update Description
New Feature # 1

Inbound Calls Overview Report—A new report, called the Inbound Calls Overview Report, has been added to Historical Reporting. This report provides an overview of the incoming calls in easy-to -understand buckets. It also lets you drill down to gain further insight. The Interaction and the Segment reports complement this report, and let you drill down further. 

 

The Inbound Calls Overview Report classifies the call into a particular category or sub-category, based on the final outcome of the call. For example, if a call gets connected to an agent, followed by a transfer to another agent and put on hold where it gets abandoned then it will be classified as abandoned call on hold. Similarly, if a call first lands on the LiveOps platform, gets connected to an agent and then gets transferred to an external number where it ends, it is categorized as transferred to an external number.

 

You can learn more about the Inbound Calls Overview Report in this document.

Bug Fix #1

New formula to address the over counting of customer dialed incoming calls—When calculating the number of incoming calls dialed by customers, Historical Reporting has over counted the that number by 0.01%. To compensate for this, LiveOps has a new formula to address the over counting problem.

The formula is:

Customer Dialed Incoming Calls = Customer Dialed Calls Handled + Customer Dialed Calls Abandoned + Customer Dialed Calls Transferred Externally + Expired Queued Callbacks + Unsuccessful Queued Callbacks - Abandoned Unsuccessful Queued Callbacks +/- ε

Where ε is a tolerance value (0.01% of the Customer Dialed Incoming Calls).

Bug Fix #2

Issue—The Average Agent Time and Average Wrap up Time fields in the Agent Status Group report displayed a sum in the Total row. This was incorrect.

 

Fix—The Average Agent Time and Average Wrap up Time fields now display an average in the Total row. 

Bug Fix #3

Issue—The default field selection for the Inbound Calls Overview report was incomplete. A number of required fields were missing.

 

Fix—This fix adds the missing fields to the report.

In the Inbound Calls Overview - Group report, the default field selection is now:

  • Callcenter
  • Campaign ID
  • Date
  • Customer Dialed Incoming Calls
  • Customer Dialed Calls Handled
  • Total Calls Abandoned
  • Abandoned in Arrival
  • Abandoned in Queue
  • Abandoned in alerting
  • Abandoned in Hold
  • Other
  • Total Calls Transferred Externally

In the Inbound Calls Overview - Detail report, the default field selection is now:

  • Callcenter
  • Campaign ID
  • Date
  • Interaction Id
  • Call Start Time
  • Customer Dialed Calls Handled
  • Agent Handled
  • Abandoned
  • Abandoned in Arrival
  • Abandoned in Queue
  • Abandoned in alerting
  • Abandoned in Hold
Bug Fix #4

Issue—The Call Segment - Detail report was returning incorrect segment lengths and totals for paused agents. The lengths of paused segments were the same length as segments agents picked up and handled. As well, the totals were incorrect.

 

Fix—When the Paused Agent field is selected, the Call Segment - Detail report combines multiple paused agent events into one row. All paused agents display in one row in the report.

Bug Fix #5

Issue—Call Center only has data for the Inbound Calls Overview report from July 15, 2015 onwards. If you run a report before that date, Historical Reporting will not return any information and will not display an error or warning message.

 

Fix—If you run an Inbound Calls Overview report for a date before July 15, 2015 a message displays informing you that no information is available for the date you specify.

Viewing 1 of 1 comments: view all
I cannot find the 'Inbound Calls Overview Report' in historical reporting. Where abouts is it?
Posted 09:34, 21 Oct 2015
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