This function provides information about subarea specific values that have been stored during the day, for example how many calls the subarea’s agents have answered so far. Also see Today – terms used in view for multiple areas .
Via menu choice and quick-select button, this window is only available in the View Subarea view. The window informs about the subarea chosen in the main window. Via the Inspector, the window is available in the View Subarea and View Organisation area views. Information of the kind shown in the two tables below is shown in the following section.
Statistics for subarea’s queues parameters
The parameters under the heading Statistics for subarea’s queues relate to contacts that have been queued in the queues and waiting lists belonging to the subarea in question.
As regards normal (i.e. not personal) queues/waiting lists, only the queues’/waiting lists’ subarea affiliations determine whether a contact is included in the Statistics for subarea’s queues. For example, a contact that has been in a queue, belonging to the subarea, and is then answered by an agent who does not belong to the subarea, is consequently included.
As regards an agent’s personal queue or waiting list, such a contact is implicitly considered to belong to the subareas to which the agent belongs. A contact that comes in via a personal queue belonging to an agent in the subarea, is consequently included in Statistics for subarea’s queues.
| Statistics for the subarea’s queues | Description |
|---|---|
| Incoming telephony | |
| Calls answered from IVR | IVR calls that have been routed and answered by agents serving queues/waiting lists in the subarea. Note that this counter only counts the first time it is received by an agent. |
| Answered requeued IVR calls | Calls answered by agents serving queues/waiting lists in the subarea after having previously been answered and placed in queue by another agent. |
| Abandoned after request for personal assistance | IVR calls that have been routed via queues/waiting lists belonging to the subarea, where the customer hangs up in the queue or before the agent has managed to answer the delivered call. |
| Lost after request for personal assistance | IVR calls that have been routed via queues/waiting lists belonging to the subarea, where:
ACE terminates the call due to too many failed delivery attempts (caused by switch problems). The IVR reports that the call is connected to an agent, but the call is not registered by the recipient’s Agent. The fault may be due to a forwarded telephone at the recipient or a switch problem. |
| Service level 1, Service level 2 | How each service level (configured for the subarea’s queues/waiting lists in ACE Admin) for calls is fulfilled. |
| Incoming email | |
| Received emails | Emails received by agents serving queues/waiting lists in the subarea. Note that this counter only counts the first time it is received by an agent. |
| Received requeued emails | Incoming emails answered by agents serving queues/waiting lists in the subarea after having previously been answered and placed in queue by another agent. |
| Email lost during delivery | Emails lost during routing from of any of the subarea's queues/waiting lists, or closed in any of the subarea's queues/waiting lists via Interaction View in ACE Agent. |
| Service level 1, Service level 2 | How each service level (configured for the subarea’s queues/waiting lists in ACE Admin) for incoming email is fulfilled. |
| Campaign | |
| Campaign calls made | Calls that agents have processed for campaigns in the subarea. |
| Campaign records closed by agent | Campaign records closed by agent with feedback Close for campaigns in the subarea. |
| Campaign records declined by agent | Campaign records closed by agent with feedback Declined for campaigns in the subarea. |
| Campaign records inapplicable by agent | Campaign records closed by agent with feedback Inapplicable for campaigns in the subarea. |
| Callback | |
| Callback calls made | All callback calls made by agents serving queues/waiting lists in the subarea (i.e. callbacks called upon for the first time and all subsequent times after being rescheduled via a feedback by the agent). |
| Callback calls with service level | Callback calls defining service level made by agents serving queues/waiting lists in the subarea (i.e. callbacks called upon for the first time). |
| Service level 1, Service level 2 | How each respective service level has been fulfilled for callback calls. |
| Incoming chat | |
| Answered chats | Chats answered by agents serving queues/waiting lists in the subarea. Note that this counter only counts the first time it is received by an agent. |
| Answered requeued chats | Chats answered by agents serving queues/waiting lists in the subarea after having previously been answered and placed in queue by another agent. |
| Chats closed not OK | Chats arriving via the subarea’s queues/waiting lists but not successfully handled (e.g. chats abandoned in queue or lost due to technical issues). |
| Service level 1, Service level 2 | The weighed service level for the subarea’s queues/waiting lists for incoming chat. |
Statistics parameters for subarea’s agents
The parameters under the Statistics for subarea’s agents heading relate to contacts that have been processed by agents belonging to the subarea in question. The queues/waiting lists in which the contacts have waited, and these queues’/waiting lists’ subarea affiliations, if any, do not have any effect on whether the contacts will be included in Statistics for subarea’s agents.
| Statistics for the subarea’s agents | Description |
|---|---|
| Incoming telephony | |
| Calls answered from IVR | IVR calls that have been routed and answered by agents in the subarea. Note that this counter only counts the first time it is received by an agent. |
| Answered requeued IVR calls | Calls answered by agents in the subarea after having previously been answered and placed in queue by another agent. |
| Answered inquiry calls with defined task | Inquiry calls initiated from an IVR call, callback call, campaign call, incoming email or chat and answered by agents in the subarea. |
| Placements of IVR calls in queue | Each occasion when the agent in the subarea requeues a call is counted. |
| Handled IVR calls | Calls handled by agents in the subarea. |
| Incoming email | |
| Received emails | Emails received by an agent. Note that the email is only counted the first time it is received by an agent. |
| Received requeued emails | Incoming emails answered by agents in the subarea after having previously been answered and placed in queue by another agent. |
| Placements of emails in queue | Each occasion when the agent in the subarea requeues an email is counted. |
| Handled emails | Incoming emails that have been handled by agents belonging to the subarea. |
| Campaign | |
| Campaign calls made | Calls made by agents in the subarea. |
| Campaign records closed by agent | Campaign records closed by agents in the subarea with feedback Close. |
| Campaign records declined by agent | Campaign records closed by agents in the subarea with feedback Declined. |
| Campaign records inapplicable by agent | Campaign records closed by agents in the subarea with feedback Inapplicable. |
| Callback | |
| Callback calls made | All callback calls made by agents in the subarea (i.e. callbacks called upon for the first time and all subsequent times after being rescheduled via a feedback by the agent). |
| Callback records closed with success | Callback calls correctly closed by an agent in the subarea. |
| Call records closed with other reason | Callback calls closed by an agent in the subarea with other reason than correct handling. |
| Calls records rescheduled | Call records rescheduled by agents in the subarea. |
| Incoming chat | |
| Answered chats | Chats answered by agents in the subarea. Note that this counter only counts the first time it is received by an agent. |
| Answered requeued chats | Chats answered by agents in the subarea after having previously been answered and placed in queue by another agent. |
| Placements of chats in queue | Each occasion when the agent in the subarea requeues a chat is counted. |
| Handled chats | Chats correctly handled by agent in the subarea. |
Statistics for subarea’s queues and Statistics for subarea’s agents are placed beside each other in the window. Comparable parameters such as Calls answered from IVR are placed beside each other, i.e. on the same row, in the left and right columns respectively.