RUBY REPORT: Group report per day of month explained

[Belinda Frick]

Group report per day of month explained.

The group report is a summary of all the call activities for the date and time period selected.
The group report combines five of the traditional ACD reports into a one page report for easy
interpretation. The information obtained in the group report is as follows:

Total ACD calls:

The number of calls received by the call group originating from the main pilot number, that is,
all calls received from customers dialing the call centre and/or call group number directly, but
excluding transferred calls from elsewhere in the company.

Agents

All calls received are analyzed further and the following
Information is available under 'Agents'.

Total calls received: (Total)

All calls received by the call group including transferred calls.

Average calls received: (Avg)

The average of calls received based on the profile selected.

Total unanswered calls: (Total)

The total number of all calls offered to the group but not answered by an available agent.

Average unanswered calls: (Avg)

The average number of calls not answered based on the profile selected.

Percentage of calls answered: (Answ. %)

The relation between calls answered out of the total calls received as a percentage.

Average ring time: (ART)

The average time it takes for a call to be answered by an agent from the time it is offered
to the PABX.

Average call service time: (ACST)

The agents' average talk time - that is, the average time spent on the phone talking to the
customers.


Queue

The calls that end up in a waiting queue are also analyzed thoroughly as follows under 'Queue':

Total calls in queue: (Total calls)

All calls that were not answered immediately by an agent and were put in a queue for the next
available agent.

Maximum calls in queue: (Max in Q)

The highest number of calls that were in a queue at any time based on the profile selected.

Because this factor critically affects the service level offered to customers, it is critical
to manage the time that callers spend waiting in a queue.

To assist supervisors and/or managers, the time that callers are spending in queues is
analyzed further:

Total time in queue: (Total time)

The total time of all calls in queue is reflected.

Average time in queue for queued calls: (Avg time Q)

The average time that callers waited in a queue before being answered by the next available agent.
This is the total time divided by the number of queued calls.

Average time in queue for all calls: (Avg time All)

The average time that any caller had to wait before being answered by the next available agent.
This is the total time divided by the total number of calls.

Maximum time in queue: (Max time)

The maximum time that a caller waited in a queue based on the profile selected.

Calls that went to voicemail: (VM)

Calls that went to voicemail are reflected here. This is only available if
voicemail extensions are configured for each group. Some PABXs don't support
this type of configuration.

Abandoned calls: (Aband. calls)

The total of callers deciding not to wait in a queue who terminated the call before speaking
to an agent.

Abandoned calls percentage: (%)

The relation between total calls in a queue and the calls terminated before speaking to an agent as a
percentage.

Average abandoned time: (Avg time)

The average time before callers abandoned. Ruby doesn't have this statistic on some PABXs
(e.g. LG, Samsung).

Average agents available:

The average of the availability of all agents (logged in) to answer calls based on the
profile selected.

Actual performance based on Erlang:

As previously explained Erlang is the communications formula used to calculate and project
performance and risk factors using real-time information from the period and profile selected,
and provides the following facts:

Service level reached: (SL)

This is based on the ideal service level (i.e. 90% of all calls answered under 15 seconds) as
defined by the supervisor and/or management, represented as a percentage.

Average calls in queue: (Avg CIQ)

The number is measured against the ideal service level mentioned above.

Probability of a delay: (P Delay)

Also described as the risk factor. The risk factor as projected by using Erlang looks at the
real-time information and calculates the risk of calls not being answered in the time frame
specified by supervisors and/or management for the profile period selected. The probability
of a delay (risk factor) is reflected as a percentage.

Agents required meeting service level:

Erlang is used again to project the correct number of agents needed to ensure that defined
service level are met.

Statistical Acronyms

ACD : Automatic Call Distribution
ACST : Average Call Service Time
ART : Average Ring Time
CIQ : Calls in Queue
P (DELAY) : Probability of Delay
SL : Service Level
SLA : Service Level Agreement

General Information


Each PABX sends the information to RUBY via different methods. There is no one particular way in
which this data can be gathered for all PABX's.


On LG GDK and Samsung, Abandoned calls include both calls not answered at an agent and calls
that hung up waiting for an agent to become available (abandoned in queue).
On most PABXs, the abandoned calls reflect only calls abandoned in the queue
Avg Agents = the average number of agents logged in. The reason it has decimal places is because
sometimes there will be 4 agents logged in for half an hour and after that a fifth agent logs in.
Thus the average agent logged in for that hour would be 4.5 agents.
In RUBY the abandoned calls refer to the ACD data. Abandoned calls are incoming calls that are
terminated by the caller while in the queue. The abandoned calls do not ring at an extension.
Depending on the PABX unit, it will allocate these calls to either a blank extension number
(which will come to TOPAZ as "EXT") or as the Call Centre Group number (which it sometimes places
in the Reference field in TOPAZ). These calls will normally only have a Ringtime and zero duration.
Depending on the PABX unit, the Ringtime might be placed in the duration field.
The Abandoned calls in the Queue section of the Group report are calculated by RUBY using ACD
data, when using TAPI. Else RUBY uses the figure it gets from the PABX Unit. Since unanswered
calls and abandoned calls refer to different actions, it cannot be compared.
Unanswered calls are calls that arrived at an extension but were not picked up at an extension
by the agent.
Many people ask why the Total ACD calls doesn't match Agents calls plus Abandoned calls.
Theoretically, it should, but because Ruby is receiving the data all the time, and most PABXs
don't have support for uniquely identifying a call, Ruby is unable to tell that call X that arrived
in the queue is the same as call Y that appeared at an agent. Ruby treats those calls as seperate,
and reflects them as seperate. If call X goes to the queue at 10:59, but is answered at 11:00, the
entries for the queue will appear under the 10am line, but the entries for the agent will appear under
the 11am line. Expect a few minor discrepancies, depending on how busy the call centre is.