By having different task types generated in the IVR you can, in task statistics and in ACE Pulse View | Task types..., see real-time information for incoming telephone calls per task type.
Task type is a contact data item. You can regard it as a label set to contacts routed via Telia ACE. Task type is used to divide statistics into subsets, such as how the contacts arrived to a contact centre and what the contacts were about, such as Invoice matters, Direct Inward Dialling calls and Web callback. Task type is set in the IVR dialogue for IVR calls, in the entrances for emails and chats and in the records for callback and campaign calls.
Description of the Task types window
In the left part of the Task types… window, you see a filter part with all the task types you have configured in your ACE solution. This is where you can select the task type(s) for which you want to view real-time information. If you have many task types, it could be quicker to use the buttons at the bottom so select All or None and then select or unselect the task types for which you want to view values.
You can see the Task type… window unfolded or in a compact view. If the compact view check box is ticked, you see the selected task types with the total values
When the Task types window is unfolded, you see the statistics concept that are possible for each respective media channel, not just IVR calls. This is why the selected task types do not always have values in all columns.
Total values in compact view
In the following table you see which values you see as totals if you opt to view the task types in Compact view, described above
| Received | IVR – Request for personal service
IVR – Received from another organisation area |
| Handled | IVR – Routed to external party
IVR – Escalated to another organisation area IVR – Correctly handled calls by agent |
| Callback | IVR – Callback after closed menu choice or no logged-in agent
IVR – Left queue for callback |
| Lost | IVR – Lost after request for personal service
IVR – Lost at closed menu choice or no logged-in agent |
| Abandoned | IVR – Abandoned calls returned to the IVR from queue
IVR – Abandoned after closed menu choice IVR – Abandoned after request for personal service |
| Service level 1 | The number of answered calls having fulfilled each respective service level (configured in ACE Admin), in percent.
IVR – Answered calls Service level 1 incoming calls Service level 2 incoming calls |
| Service level 2 |