The following terms are used in the reports produced by ACE Report. Some are also found in ACE Pulse summaries.
You who are using ACE sub products in other languages than English can search for terms in those languages. To find further information on this web, use the English term seen to the left.
 English |
Definition |
 Svenska |
 Suomi |
|---|---|---|---|
| Abandoned contacts | Queue statistics.
Incoming IVR calls: Calls abandoned in the queue or after delivery to agent. Incoming chat: All chats that have not been correctly handled. E.g.: - The customer abandons the chat while queuing. - The customer abandons the chat when it has been routed to an agent but before the agent accepts the chat. - The chat is terminated due to escalation to the end route destination in the routing. - Technical problems. Callback: Call records postponed, closed by the administrator when the records were in queue or callback records routed to an agent but not accepted for dialling (e.g. Campaign: N/A Incoming email: N/A |
Övergivna kontakter | Hylätyt kontaktit |
| Abandoned contacts 1 | Queue statistics.
Incoming IVR calls: Calls abandoned in the queue or after delivery to agent after a queue time of max X seconds (X is configurable). Incoming chat: Calculated for all chats that have not been correctly handled, after a queue time of max X seconds (X is configurable). Callback: N/A Campaign: N/A Incoming email: N/A |
Övergivna kontakter 1 | Hylätyt kontaktit 1 |
| Abandoned contacts 2 | Queue statistics.
Incoming IVR calls: Calls abandoned in the queue or after delivery to agent after a queue time of min X seconds, max Y seconds (Y is configurable). Incoming chat: Calculated for all chats that have not been correctly handled after a queue time of min X seconds and max Y seconds (Y is configurable). Callback: N/A Campaign: N/A Incoming email: N/A |
Övergivna kontakter 2 | Hylätyt kontaktit 2 |
| Abandoned contacts 3 | Queue statistics.
Incoming IVR calls: Calls abandoned in the queue or after delivery to agent after a queue time of min Y seconds, max Z seconds (Z is configurable). Incoming chat: Calculated for all chats that have not been correctly handled after a queue time of min Y seconds and max Z seconds (Z is configurable). Callback: N/A Campaign: N/A Incoming email: N/A |
Övergivna kontakter 3 | Hylätyt kontaktit 3 |
| Abandoned contacts 4 | Queue statistics.
Incoming IVR calls: Calls abandoned in the queue or after delivery to agent after a queue time of min Z seconds. Incoming chat: Calculated for all chats that have not been correctly handled after a queue time of min Z seconds. Callback: N/A Campaign: N/A Incoming email: N/A |
Övergivna kontakter 4 | Hylätyt kontaktit 4 |
| Abandoned incoming IVR calls after closed menu choice | The calling party selects a menu choice that is closed, the calling party then hangs up
Note that calls that have been offered callback but not completed the callback registration will be counted as abandoned. |
Övergivna inkomna talsvarssamtal efter stängt menyval | Hylätyt saapuneet IVR-puhelut suljetun valikon valinnan jälkeen |
| Abandoned incoming IVR calls after requested customer service |
Abandoned incoming IVR calls in queue or waiting list+
|
Övergivna inkomna talsvarssamtal efter begärd personlig service | Hylätyt saapuneet IVR-puhelut palvelun pyynnön jälkeen |
| Abandoned incoming IVR calls at agent | Call abandoned by the calling party after the call has been delivered to the agent | Övergivna inkomna talsvarssamtal hos agent | Hylätyt saapuneet IVR-puhelut agentilta |
| Abandoned incoming IVR calls in queue or waiting list | The calling party abandons the call when the call is in a queue or during delivery to an agent | Övergivna inkomna talsvarssamtal i kö eller väntelista | Hylätyt saapuneet IVR-puhelut jonossa tai jonotuslistalla |
| Abandoned incoming IVR calls returned to IVR from queue | The calling party leaves the queue and returns to the IVR, after this the call is abandoned by the calling party or dropped by the IVR.
Note that calls that have been offered callback but not completed the callback registration will be counted as abandoned. |
Övergivna inkomna talsvarssamtal som återgått till talsvar från kö | Hylätyt saapuneet IVR-puhelut palautettu jonosta IVR:lle |
| Abandoned incoming IVR calls that have not requested customer service | The calling party hangs up without requesting customer service.
Note that calls that have been offered callback but not completed the callback registration will be counted as abandoned. |
Övergivna inkomna talsvarssamtal som ej begärt personlig service | Hylätyt saapuneet IVR-puhelut jotka eivät ole pyytäneet palvelua |
| Accept rate (%) | Proactive Web statistics.
The ratio between Visitors accepting and Visitors offered. |
Accepterandegrad (%) | Hyväksymissuhde (%) |
| Accept rate in total (%) | Proactive Web statistics.
The ratio between Accepts in total and Offers in total. |
Accepterandegrad totalt (%) | Kokonaishyväksymissuhde (%) |
| Accepts in total | Proactive Web statistics.
Accepts in total. The total no. of accepts for the rule during the time period (the same visitor can accept the same offer multiple times if it is given an offer multiple times). |
Accepteranden totalt | Hyväksyttyjen kokonaismäärä |
| Agent ring time incoming IVR calls answered (s) | Total ring time (in seconds) during this period for incoming IVR calls answered.
Calculated for incoming IVR calls received by agent directly via IVR or indirectly via place in queue. Ring time for incoming IVR calls never answered, i.e. the calling party hangs up before the agent answers, is not included. |
Ringtid agent, besvarade inkomna talsvarssamtal (s) | Agentin soittoaika vastatut saapuneet IVR-puhelut (s) |
| Agent ring time, callback calls answered (s) | Total ring time (in seconds) during this period for callback calls made by agent.
Ring time for callback calls not answered by the called party is not included. |
Ringtid agent, besvarade callbacksamtal (s) | Agentin soittoaika vastatut callback (s) |
| Agent ring time, campaign calls answered (s) | Total ring time (in seconds) during this period for campaign calls made by agent.
Ring time for campaign calls not answered by the called party is not included. |
Ringtid agent, besvarade kampanjsamtal (s) | Agentin soittoaika vastatut kampanjapuhelut (s) |
| Agent ring time, inquiry calls answered (s) | Total ring time (in seconds) during this period for inquiry calls answered by agent.
Ring time for inquiry calls never answered, i.e. the enquiring party hangs up before the agent answers, is not included. |
Ringtid agent, besvarade förfrågansamtal (s) | Agentin soittoaika vastatut kyselypuhelut (s) |
| Agent talk time incoming IVR calls answered (s) | Total talk time (in seconds) without ring time for the incoming IVR calls answered by the agent and have been in progress during this period.
Calculated for incoming IVR calls received by agent directly via IVR or indirectly via place in queue. |
Taltid agent, besvarade inkomna talsvarssamtal (s) | Puheaika agentti, vastatut saapuneet IVR-puhelut (s) |
| Agent talk time, callback calls answered (s) | Total talk time (in seconds) without ring time for the callback calls answered by the called party and have been in progress during this period. | Taltid agent, besvarade callbacksamtal (s) | Puheaika agentti, vastatut callback (s) |
| Agent talk time, campaign calls answered (s) | Total talk time (in seconds) without ring time for the campaign calls answered by the called party and have been in progress during this period. | Taltid agent, besvarade kampanjsamtal | Puheaika agentti, vastatut kampanjapuhelut (s) |
| Agent talk time, inquiry calls answered (s) | Total talk time (in seconds) without ring time for the inquiry calls answered by the agent and have been in progress during this period. | Taltid agent, besvarade förfrågansamtal (s) | Puheaika agentti, vastatut kyselypuhelut (s) |
| Agent wrapup time incoming IVR calls answered (s) | Total wrap-up time (in seconds) for answered incoming IVR calls during this period.
Calculated for incoming IVR calls received by agent directly via IVR or indirectly via place in queue. |
Efterbehandlingstid agent, besvarade inkomna talsvarssamtal (s) | Jälkikäsittelyaika agentti, vastatut saapuneet IVR-puhelut (s) |
| Agent wrapup time, callback calls answered (s) | Total wrap-up time (in seconds) for callback calls during this period.
Wrap-up time for callback calls not answered by the called party is not included. |
Efterbehandlingstid agent, besvarade callbacksamtal (s) | Jälkikäsittelyaika agentti, vastatut callback (s) |
| Agent wrapup time, campaign calls answered (s) | Total wrap-up time (in seconds) for campaign calls during this period.
Wrap-up time for campaign calls not answered by the called party is not included. |
Efterbehandlingstid agent, besvarade kampanjsamtal (s) | Jälkikäsittelyaika agentti, vastatut kampanjapuhelut (s) |
| Agent wrapup time, inquiry calls answered (s) | Total wrap-up time (in seconds) for answered inquiry calls during this period. | Efterbehandlingstid agent, besvarade förfrågansamtal (s) | Jälkikäsittelyaika agentti, vastatut kyselypuhelut (s) |
| AHT | Queue statistics.
Average handling time (task time). Note that the value is only calculated for task time used by the agent answering/receiving the contact. Task time used by recipient of inquiry/transfer/conference, if any, is not included. Account for AHT is made in the time intervals where the time is consumed. When a contact is parked/activated or placed in queue and then routed again and processed, two separate calculations of AHT are generated. AHT is basically calculated as ATT + AWT |
AHT | AHT |
| AHT (new) | Queue statistics.
See definition of AHT. Unlike AHT, account for AHT (new) is made in the time interval where the contact was concluded. When a contact is parked/activated or placed in queue and then routed again and processed, two separate calculations of AHT (new) are generated. |
AHT (ny) | AHT (new) |
| Answered calls | Calls coming in through IVR, those that have come in through enquiries, from another agent or directly to the agent's DN from parties outside of Telia ACE. | Besvarade samtal | Vastatut puhelut |
| Answered calls with task | Calls coming in through IVR, or those that have come in with a defined task type through inquiry.
Also includes the number of times a call is answered after having been placed in queue by an agent. This figure is computed in order to be able to present the real number of calls answered in system statistics, agent statistics as well as in real time information for agents. |
Besvarade samtal med ärende | Vastatut puhelut, joissa asia |
| Answered calls without task | Answered calls from another agent or from a party outside of Telia ACE directly to an agent's DN, or those that have come in without a defined task through inquiry. | Besvarade samtal utan ärende | Vastatut puhelut ilman asiaa |
| Answered incoming chats by agent | The number of chats that have been answered by agent.
Note that chats that have been placed in queue and then answered agent are not counted twice in this figure. |
Besvarade inkomna chattar av agent | Vastatut saapuneet chatit - agentti |
| Answered incoming IVR calls and callback calls with service level | The no. of incoming IVR calls and callback calls that have affected the service level for the time period (i.e. incoming IVR calls answered the first time and callback records called for the first time). | Besvarade inkomna talsvarssamtal och callbacksamtal med servicenivå | Vastatut saapuneet IVR-puhelut ja callbackpuhelut, joissa palvelutaso |
| Answered incoming IVR calls by agent | Incoming calls received via IVR and successfully answered by agents.
Note that incoming IVR calls that have been placed in queue and then answered again are not counted twice in this figure if they keep their original task type when placed in queue. Answered incoming IVR calls can sometimes be lower than the value of |
Besvarade inkomna talsvarssamtal av agent | Vastatut sapuneet IVR-puhelut - agentti |
| Answered inquiry calls with task | Answered inquiry calls within Telia ACE with defined task type. Includes retrieve, transfer and conference | Besvarade förfrågansamtal med ärende | Vastatut kyselypuhelut joissa asia |
| Answered requeued incoming chats | The number of time chats are answered after having been placed in queue by an agent. | Besvarade återplacerade inkomna chattar | Vastatut jonoon palautetut chatit |
| Answered requeued incoming IVR calls | The number of times that incoming IVR calls that have been placed in queue with preserved task type are answered again.
Note that an incoming IVR call answered after having been placed in queue with changed task type will instead be counted as This term is special as it is not included in summaries and comparisons between incoming and handled calls and is not defined as a contact quantity. The purpose of the term is to give better information about what agents have been working with. |
Besvarade återplacerade inkomna talsvarssamtal | Vastatut jonoon palautetut saapuneet IVR-puhelut |
| ASA | Queue statistics.
Average speed to answer. Only computed the first time the contact is answered/accepted by an agent. The value is computed to reflect the time it takes from the time when the contact arrives until the agent starts working with the contact. Incoming IVR calls: The average of total queue time, ring time and connection time. Incoming chats: The average of total queue time and accept time. Callback: The average of total queue time and accept time. Campaign: N/A Incoming email: The average of total queue time and accept time. |
ASA | ASA |
| ATT | Queue statistics.
Average talk time (or chat/email time). Note that the value is only calculated for task time used by the agent answering the call. Task time used by recipient of inquiry/transfer/conference, if any, is not included. Account for ATT is made in the time interval where the time is consumed. When a contact is parked/activated or placed in queue and then routed again and processed, two separate calculations of ATT are generated. The value is not computed for campaign calls. |
ATT | ATT |
| ATT (new) | Queue statistics.
See definition of ATT. Unlike ATT, account for ATT (new) is made in the time interval where the contact was concluded. When a contact is parked/activated or placed in queue and then routed again and processed, two separate calculations of ATT (new) are generated. |
ATT (ny) | ATT (new) |
| Automatically handled incoming emails | Emails received by Telia ACE and automatically handled by ACE Email Server. | Automatiskt hanterade inkomna e-brev | Autom. käsitellyt sapuneet s-postit |
| Average agent ring time incoming IVR calls answered (s) | Average ring time (in seconds) for incoming IVR calls answered during the time period.
Calculated for incoming IVR calls received by agent directly via IVR or indirectly via place in queue. Note that this figure is not based on exactly the same ring time as |
Medelvärde ringtid agent, besvarade inkomna talsvarssamtal (s) | Ka. soittoaika agentti, vastatut saapuneet IVR-puhelut (s) |
| Average agent ring time, callback calls answered (s) | Average ring time (in seconds) for answered callback calls made by agent during the time period.
Ring time for callback calls not answered by the called party is not included. Note that this figure is not based on exactly the same ring time as |
Medelvärde ringtid agent, besvarade callbacksamtal (s) | Ka. soittoaika agentti, vastatut callback (s) |
| Average agent ring time, campaign calls answered (s) | Average ring time (in seconds) for answered campaign calls made by agent during the time period.
Ring time for campaign calls not answered by the called party is not included. Note that this figure is not based on exactly the same ring time as |
Medelvärde ringtid agent, besvarade kampanjsamtal (s) | Ka. soittoaika agentti, vastatut kampanjapuhelut (s) |
| Average agent ring time, inquiry calls answered (s) | Average ring time (in seconds) for inquiry calls answered during the time period.
Note that this figure is not based on exactly the same ring time as |
Medelvärde ringtid agent, besvarade förfrågansamtal (s) | Ka. soittoaika agentti, vastatut kyselypuhelut (s) |
| Average agent talk time incoming IVR calls answered (s) | Average talk time without ring time (in seconds) for incoming IVR calls answered during the time period.
Calculated for incoming IVR calls received by agent directly via IVR or indirectly via place in queue. Note that this figure is not based on exactly the same talk time as |
Medelvärde taltid agent, besvarade inkomna talsvarssamtal (s) | Ka. puheaika agentti, vastatut saapuneet IVR-puhelut (s) |
| Average agent talk time, callback calls answered (s) | Average talk time without ring time (in seconds) for answered callback calls made by agent during the time period.
Note that this figure is not based on exactly the same talk time as |
Medelvärde taltid agent, besvarade callbacksamtal (s) | Ka. puheaika agentti, vastatut callback (s) |
| Average agent talk time, campaign calls answered (s) | Average talk time without ring time (in seconds) for answered campaign calls made by agent during the time period.
Note that this figure is not based on exactly the same talk time as |
Medelvärde taltid agent, besvarade kampanjsamtal (s) | Ka. puheaika agentti, vastatut kampanjapuhelut (s) |
| Average agent talk time, inquiry calls answered (s) | Average talk time without ring time (in seconds) for inquiry calls answered during the time period.
Note that this figure is not based on exactly the same talk time as |
Medelvärde taltid agent, besvarade förfrågansamtal (s)) | Ka. puheaika agentti, vastatut kyselypuhelut (s) |
| Average agent wrapup time incoming IVR calls answered (s) | Average wrap-up time (in seconds) for incoming IVR calls answered during the time period.
Calculated for incoming IVR calls received by agent directly via IVR or indirectly via place in queue. Note that this figure is not based on exactly the same wrap-up time as |
Medelvärde efterbehandlingstid agent, besvarade inkomna talsvarssamtal (s) | Ka. jälkikäsittelyaika agentti, vastatut saapuneet IVR-puhelut (s) |
| Average agent wrapup time, callback calls answered (s) | Average wrap-up time (in seconds) for answered callback calls made by agent during the time period.
Wrap-up time for callback calls not answered by the called party is not included. Note that this figure is not based on exactly the same ring time as |
Medelvärde efterbehandlingstid agent, besvarade callbacksamtal (s) | Ka. jälkikäsittelyaika agentti, vastatut callback (s) |
| Average agent wrapup time, campaign call answered (s) | Average wrap-up time (in seconds) for answered campaign calls made by agent during the time period.
Wrap-up time for campaign calls not answered by the called party is not included. Note that this figure is not based on exactly the same ring time as |
Medelvärde efterbehandlingstid agent, besvarade kampanjsamtal (s) | Ka. jälkikäsittelyaika agentti, vastatut kampanjapuhelut (s) |
| Average agent wrapup time, inquiry call answered (s) | Average wrap-up time (in seconds) for inquiry calls answered during the time period.
Note that this figure is not based on exactly the same wrapup time as |
Medelvärde efterbehandlingstid agent, besvarade förfrågansamtal (s) | Ka. jälkikäsittelyaika agentti, vastatut kyselypuhelut (s) |
| Average chat time handled incoming chats (s) | Average chat time without ring time (in seconds) for incoming chats handled during the time period. | Medelvärde chatt-tid, avslutade inkomna chattar (s) | Ka. chattiaika, lopetetut saapuneet chatit (s) |
| Average handling time incoming chats (s) | The average time between when chat was requested and when the chat was concluded.
Only calculated for successfully concluded chats. |
Medelvärde total handläggningstid, inkomna chattar (s) | Ka. käsittelyaika saapuneet chatit (s) |
| Average handling time incoming emails (s) | The average time between when an incoming email arrived in Telia ACE and when the email was concluded.
Only calculated for successfully concluded emails. |
Medelvärde total handläggningstid, inkomna e-brev (s) | Ka. käsittelyaika saapuneet s-postit (s) |
| Average handling time successfully handled callback records (s) | The average time between when callback was requested and when the callback was concluded.
Only calculated for successfully concluded callbacks. |
Medel total handläggningstid korrekt avslutade callbackposter | Ka. käsittelyaika onnistuneesti lopetetut callbacktietueet (s) |
| Average number of agents | Queue statistics.
Average number of agents who have been logged in to the queue/waiting list during the period. |
Medelvärde antal agenter | Keskimäärin agentteja |
| Average number of contacts in queue | Queue statistics.
Average number of contacts in the queue/waiting list during the period. |
Medelvärde antal kontakter i kö | Keskimäärin kontakteja jonossa |
| Average queue time (s) | Queue statistics.
The average queue time for all contacts delivered and established with an agent during the time period. Note that the whole queue time will be assigned to the queue the contact finally was delivered to the agent from even if the contact has queued in, and escalated between, several queues. For contacts having been placed in queue by an agent, the queue time will be counted from the moment the contact was last placed in queue. |
Medelvärde kötid (s) | Ka. jonotusika (s) |
| Average queue time abandoned contacts (s) | Queue statistics.
Average queue time for all contacts abandoned in the queue or after delivery to agent during the period. Note that the whole queue time will be assigned to the queue the contact finally was abandoned in even if the contact has queued in, and escalated between, several queues. For callback, campaign and incoming emails, this value is not applicable. |
Medelvärde kötid övergivna kontakter (s) | Ka. jonotusika hylätyillä kontakteilla (s) |
| Average ring time incoming IVR calls answered (s) | Calculated for the calls answered the first time or answered after the call has been placed in queue by an agent with changed task type during the time period. | Medelvärde ringtid, besvarade inkomna talsvarssamtal (s) | Ka. soittoaika vastatut saapuneet IVR-puhelut (s) |
| Average talk time handled incoming IVR calls (s) | Calculated for the calls concluded or placed in queue by an agent with changed task type during the time period. | Medelvärde taltid, avslutade inkomna talsvarssamtal (s) | Ka. puheaika lopetetut saapuneet IVR-puhelut (s) |
| Average task time handled incoming chats (s) | Calculated for the chats concluded during the time period.
Note that ring time for answered chats is included. |
Medelvärde ärendetid, avslutade inkomna chattar (s) | Ka. asiontiaika lopetetut saapuneet chatit (s) |
| Average task time handled incoming emails (s) | Calculated for the emails concluded during the time period. | Medelvärde ärendetid, inkomna e-brev (s) | Ka. asiontiaika lopetetut saapuneet s-postit (s) |
| Average task time handled incoming IVR calls (s) | Calculated for the calls concluded or placed in queue by an agent with changed task type during the time period. | Medelvärde ärendetid avslutade inkomna talsvarssamtal (s) | Ka. asiointiaika lopetetut saapuneet IVR-puhelut (s) |
| Average task time successfully handled callback records (s) | Calculated for the callbacks concluded or placed in queue by an agent during the time period. | Medelvärde ärendetid korrekt avslutade callbackposter (s) | Ka. asiontiaika onnistuneesti lopetetut callbacktietueet (s) |
| Average waiting time incoming chats answered (s) | Calculated for chats answered the first time.
The waiting time is defined as queue time + accept time. |
Medelvärde väntetid, besvarade inkomna chattar (s) | Ka. odotusaika vastatut saapuneet chatit (s) |
| Average waiting time incoming IVR calls answered (s) | Calculated for the calls answered the first time or answered after the call has been placed in queue by an agent with changed task type during the time period.
The waiting time is defined as queue time + delivery time + ring time. The system can however be configured to exclude the delivery time (i.e. the time it takes for the IVR to transfer the call to the agent's DN). |
Medelvärde väntetid, besvarade inkomna talsvarssamtal (s) | Ka. odotusaika vastatut saapuneet IVR-puhelut (s) |
| Average wrapup time handled incoming chats (s) | Average wrap-up time (in seconds) for incoming chats handled during the time period. | Medelvärde efterbehandlingstid, avslutade inkomna chattar (s) | Ka. jälkikäsittelyaika lopetetut saapuneet chatit (s) |
| Average wrapup time handled incoming emails (s) | Average wrap-up time (in seconds) for incoming chats handled during the time period. | Medelvärde efterbehandlingstid, inkomna e-brev (s) | Ka. jälkikäsittelyaika lopetetut saapuneet s-postit (s) |
| Average wrapup time handled incoming IVR calls (s) | Calculated for the calls concluded or placed in queue by an agent with changed task type during the time period. | Medelvärde efterbehandlingstid avslutade inkomna talsvarssamtal (s) | Ka. jälkikäsittelyaika lopetetut saapuneet IVR-puhelut (s) |
| Average wrapup time succesfully handled callback records (s) | Average wrap-up time (in seconds) for callback records handled during the time period. | Medel efterbehandlingstid korrekt avslutade callbackposter | Ka. jälkikäsittelyaika onnistuneesti lopetetut callbacktietueet (s) |
| AWT | Queue statistics.
Average wrap-up time. Note that the value is only calculated for wrap-up time used by the agent answering the call. Wrap-up time used by recipient of inquiry/transfer/conference, if any, is not included. Account for AWT is made in the time interval where the time is consumed. When a contact is placed in queue and then routed again and processed, two separate calculations of AWT are generated. The value is not computed for campaign calls. |
AWT | AWT |
| AWT (new) | Queue statistics.
See definition of AWT. Unlike AWT, account for AWT (new) is made in the time interval where the contact was concluded. When a contact is placed in queue and then routed again and processed, two separate calculations of AWT (new) are generated. |
AWT (ny) | AWT (new) |
| Booking completed by agent | Callback appointment statistics.
Booking of a callback appointment has been made by an agent and not by a customer. |
Bokning slutförd av agent | Varaus lopetettu agentilta |
| Booking completed by customer | Callback appointment statistics.
Booking of a callback appointment has been made by a customer. |
Bokning slutförd av kund | Varaus lopetettu asiakkaalta |
| Booking not completed by customer, aborted | Callback appointment statistics.
Booking of a callback appointment was initiated by a customer but it was aborted before completed. |
Bokning ej slutförd av kund, avbrutet | Ei lopetettu varaus asiakkaalta, keskeytetty |
| Booking not completed by customer, closed | Callback appointment statistics.
Booking of a callback appointment was requested by a customer but the booking menu choice in the IVR was closed. |
Bokning ej slutförd av kund, stängt | Ei lopetettu varaus asiakkaalta, suljettu |
| Booking not completed by customer, no times | Callback appointment statistics.
Booking of a callback appointment was requested by a customer but no appointment times were left. |
Bokning ej slutförd av kund, inga tider | Ei lopetettu varaus asiakkaalta, ei ole aikoja |
| Booking not completed by customer, temporarily stopped | Callback appointment statistics.
Booking of a callback appointment was requested by a customer but booking was temporarily stopped by the administrator. |
Bokning ej slutförd av kund, tillfälligt stoppad | Ei lopetettu varaus asiakkaalta, väliaikaisesti keskeytetty |
| Booking requested by customer | Booking completed by customer +
Booking not completed by customer, aborted + Booking not completed by customer, closed + Booking not completed by customer, no times + Booking not completed by customer, temporarily stopped. |
Bokning begärd av kund | Varaus pydetty asiakkaalta |
| Callback calls changed to incoming calls | Callback calls that have been placed in a queue or waiting list for incoming IVR calls by an agent. The reason may be that the call should be handled by another part of the customer service.
The callback record was concluded and a new incoming IVR call was created. |
Callbacksamtal som övergått till inkommande samtal | Callbackpuhelu joka on käännetty saapuviin puheluihin |
| Callback calls with service level | The no. of callback calls that generated computation of service level during the time period (i.e. callback records called for the first time). | Callbacksamtal med servicenivå | Callback puhelut, joissa palvelutaso |
| Callback records closed by system | Call records handled by system. Can occur in the following cases:
The call record is closed as the number of call attempts exceeds the value of the system parameter The call record is closed as the record is older than the value of the system parameter The call record has been removed in ACE Admin. |
Avslutade callbackposter av systemet | Järjestelmän sulkemat callbacktietueet |
| Callback records escalated to another org. area | Callback records that have been escalated out from the organisation area via an escalation point | Callbackposter eskalerade till annat org.område | Toiselle org. alueelle eskaloidut callbacktietueet |
| Callback records from another org. area | All types of callback records that have been received from another organisation area. | Callbackposter från annat org.område | Callbacktietueet saapuneet toiselta org. alueelta |
| Callback records from database | All types of callback records retrieved from database for the first time in the relevant organisation area. In other words, does not include those that have been received from another organisation area, postponed call records and interrupted call records. | Callbackposter från databas | Callbacktietueet tietokannasta |
| Callback records received again after interrupt | Callback records that are received anew in the organisation area after a restart of ACE Server. | Callbackposter inkomna på nytt efter avbrott | Saapuneet callbacktietueet käynnistyksen jälkeen |
| Callback records received again after reschedule | The number of callback records that have been routed to a queue/waiting list anew after it has been rescheduled to be called again at a new time. | Callbackposter inkomna på nytt efter senareläggning | Saapuneet callbacktietueet uudelleen ajastetut |
| Callback, Answering machine | Callback, Telefonsvarare | Callback, Vastaaja | |
| Callback, Busy | Callback, Upptaget | Callback, Varattu | |
| Callback, Call refused | The agent chose not to call the customer. | Callback, Nekad | Callback, Hylätty |
| Callback, Client terminated | The client (e.g. ACE Agent) terminated before the call was concluded. | Callback, Klienten avslutades | Callback, Käyttöliittymä suljettu |
| Callback, Fax or modem tone | Callback, Fax- eller modemton | Callback, Fax tai modeemi vastasi | |
| Callback, No answer | Callback, Inget svar | Callback, Ei vastausta | |
| Callback, Number changed | Callback, Nummer ändrat | Callback, Numero muutettu | |
| Callback, Reestablish later | The person who answered the call requested to be called again at a later time. | Callback, Återkom senare | Callback, Soita myöhemmin |
| Callback, Telephony error | It was not possible to make the call due to telephony problems. | Callback, Telefonifel | Callback, Puhelu virhe |
| Callback, Wrong number | Callback, Felaktigt nummer | Callback, Väärä numero | |
| Calls answered, callback | Callback calls made answered by customer. | Besvarade samtal, callback | Vastattuja puheluja, callback |
| Calls answered, campaign | All campaign calls made, answered by customer. Either a customer answered or an answering machine or a fax has answered the call. For ACE Dialer the number of campaign calls answered by the called party and connected with an agent is specified. Calls generating so-called silent calls are not included. | Besvarade samtal, kampanj | Vastattuja puheluita, kampanja |
| Calls made | Callback calls, campaign calls, calls made out through an inquiry, calls that have been dialed out to another agent or to an external number. | Ringda samtal | Soitetut puhelut |
| Calls made (no inquiry calls) | Callback calls, campaign calls, calls that have been dialed out to another agent or to an external number. | Ringda samtal (inga förfrågansamtal) | Soitetut puhelut (ei kyselypuheluita) |
| Calls made with task | Callback calls, campaign calls or calls made with a defined task type through an inquiry. | Ringda samtal med ärende | Soitetut puhelut joissa asia |
| Calls made without task | Calls made to another agent, to an external number or calls that have been made without a defined task type through an inquiry. | Ringda samtal utan ärende | Soitetut puhelut ilman asiaa |
| Calls made, callback | All types of callback calls (also those with no answer etc.). | Ringda samtal, callback | Soitetut puhelut, callback |
| Calls made, callback & campaign | Ringda callback & kampanj | Soitetut callback & kampanja | |
| Calls made, campaign | The number of campaign calls from campaign records in total. For preview campaigns this is the total number of campaign calls made. For dialer campaigns this is the total of the calls made by ACE Dialer without an agent being involved (e.g. at no answer) and the calls where an agent has been connected to the call. | Ringda samtal, kampanj | Kampanja soitetut puhelut |
| Calls without task changed to incoming calls | Calls with no task type that have been placed in a queue or waiting list for incoming IVR calls by an agent. The reason may be that the call should be handled by another part of the customer service.
A new incoming IVR call was created. |
Samtal utan ärende som övergått till inkommande samtal | Puhelu ilman asiatyyppiä joka on käännetty saapuviin puheluihin |
| Campaign calls changed to incoming calls | Campaign calls that have been placed in a queue or waiting list for incoming IVR calls by an agent. The reason may be that the call should be handled by another part of the customer service.
The campaign record was concluded and a new incoming IVR call was created. |
Kampanjsamtal som övergått till inkommande samtal | Kampanjapuhelu joka on käännetty saapuviin puheluihin |
| Campaign calls made by agent | The number of campaign calls made by agent. | Kampanjsamtal ringda av agent | Kampanjapuhelut agentin soittamat |
| Campaign records Open/active personal | Campaign. The number of personal records in the campaign that are not paused or closed. Including records both with and without feedback. | Kampanjposter Öppna/aktiva personliga | Kampanjatietueet Avaa/aktivoi henkilökohtainen |
| Campaign records Open/active without feedback | Campaign. The number of records in the campaign not yet processed (and not paused or closed). Not including personal records. | Kampanjposter Öppna/aktiva utan återkoppling | Kampanjatietueet Avaa/aktivoi ilman palautetta |
| Campaign records Total paused | The number of paused records in the campaign, including personal records. | Kampanjposter Totalt pauskopplade | Kampanjatietueet Tauolla, kokonaismäärä |
| Campaign, Answering machine | The number of feedbacks indicating that an answering machine answered the call. | Kampanj, Telefonsvarare | Kampanja, Vastaaja |
| Campaign, Busy | The number of feedbacks indicating that the phone number called was busy. | Kampanj, Upptaget | Kampanja, Varattu |
| Campaign, Call refused | The agent chose not to call the customer. | Kampanj, Nekad | Kampanja, Hylätty |
| Campaign, Close | Number of campaign records terminated with feedback Close. | Kampanj, Avslut | Kampanja, Lopetetut |
| Campaign, Declined | Number of campaign records terminated with feedback Declined. | Kampanj, Avböjt | Kampanja, Hylätyt |
| Campaign, Fax or modem tone | The number of feedbacks indicating that a fax or a modem answered the call. | Kampanj, Fax- eller modemton | Kampanja, Fax tai modeemi vastasi |
| Campaign, Inapplicable | Number of campaign records terminated with feedback Inapplicable. | Kampanj, Bortfall | Kampanja, Ei tavoitettu |
| Campaign, No answer | The number of feedbacks indicating that the customer did not answered the call. | Kampanj, Inget svar | Kampanja, Ei vastausta |
| Campaign, Number changed | The number of feedbacks indicating that the called number was found to be wrong and the number in the campaign record has now been changed by the agent. | Kampanj, Nummer ändrat | Kampanja, Numero muutettu |
| Campaign, Number could not be dialed | The number of feedbacks indicating that the number could not be dialed by ACE Dialer. | Kampanj, Numret kunde inte ringas | Kampanja, Numerolla ei voi soittaa |
| Campaign, Reestablish later | The number of feedbacks indicating that the person who answered the call requested to be called again at a later time. | Kampanj, Återkom senare | Kampanja, Soitetaan myöhemmin |
| Campaign, Silent call | The number of feedbacks indicating that a campaign call dialed by ACE Dialer was answered by the called party but there was no agent available to handle the call. | Kampanj, Tyst samtal | Kampanja, Mykkä puhelu |
| Campaign, System loss | Campaign system loss, deleted by admin +
Campaign system loss, deleted by system + Campaign system loss, client terminated + Campaign system loss, max route failed. |
Kampanj, Systembortfall | Kampanja, Järjestelmän sulkemat |
| Campaign, System loss, client terminated | Number of campaign records (not Close, Declined or Inapplicable) terminated due to unexpected termination of ACE Agent during processing of campaign record. | Kampanj, Systembortfall, klienten avslutades | Kampanja, Järjestelmä sulki, käyttöliittymä suljettu |
| Campaign, System loss, deleted by admin | Number of campaign records (not Close, Declined or Inapplicable) terminated due to delete by administrator in ACE Admin. | Kampanj, Systembortfall, borttag av administratör | Kampanja, Järjestelmä sulki, administraattori poisti |
| Campaign, System loss, deleted by system | Number of campaign records (not Close, Declined or Inapplicable) terminated due to a rule based treatment. | Kampanj, Systembortfall, regelstyrt | Kampanja, Järjestelmä sulki, poistettu järjestelmän toimesta |
| Campaign, System loss, max route failed | Number of campaign records (not Close, Declined or Inapplicable) terminated due to too many failed routing attempts. | Kampanj, Systembortfall, tappat under framstyrning | Kampanja, Järjestelmä sulki, liian monta reititysyritystä |
| Campaign, Telephony error | The number of feedbacks indicating that the (preview) call could not be dialed by the client (e.g. ACE Agent). | Kampanj, Telefonifel | Kampanja, Puhelu virhe |
| Contacts in queue, max. value | Queue statistics.
Max number of contacts in the queue/waiting list during the period. The value is not applicable for campaign. |
Kontakter i kö, maxvärde | Kontakteja jonossa, max |
| Contacts in queue, min. value | Queue statistics.
Min number of contacts in the queue/waiting list during the period. The value is not applicable for campaign. |
Kontakter i kö, minimumvärde | Kontakteja jonossa, min |
| Customer drop in measuring point | IVR measuring point statistics.
Counts the no. of calls dropped by the customer while executing a measuring point. |
Kundavslut i mätpunkt | Asiakas lopetti mittauspisteessä |
| Escalated contacts | Queue statistics.
Incoming IVR calls Calls that have been in the queue/waiting list and then: - escalated by the routing to another queue/waiting list in the same organisation area - escalated by the routing to the end route destination - escalated by the routing to another organisation area - escalated by the routing to an external number - returned to IVR at the customer’s initiative (note that customers accepting offers for callback and so leaving the queue are counted as escalated) - retrieved to queue by the IVR because the intended agent did not answer the call. These calls will be routed to queue again Incoming chats Chats having been in queue/ waiting list and then: - escalated by the routing to another queue waiting list in the same organisation area - escalated by the routing to another organisation area Callback Callback records that have been in the queue/waiting list and then: - escalated by the routing to another queue/waiting list in the same organisation area - escalated by the routing to another organisation area Campaign The value is not applicable for campaign. Incoming email Emails (or work items) that have been in the queue/waiting list and then: - escalated by the routing to another queue/waiting list in the same organisation area - escalated by the routing to another organisation area - escalated by the routing to an external email address |
Eskalerade kontakter | Eskaloituja kontakteja |
| Established contacts | Queue statistics.
Incoming IVR calls: Calls answered: - for the first time - after having been placed in queue by an agent with changed task type - after a call which is not an incoming IVR call having been placed in a queue for incoming IVR calls by an agent. Incoming chats: Chats answered for the first time (i.e. chats received after having been placed in queue by an agent are not counted). Callback: Callback records accepted for dialling the first time. Campaign: N/A. Incoming email: Emails received by an agent for the first time (i.e. emails received after having been placed in queue by an agent are not counted). |
Etablerade kontakter | Vastatut kontaktit |
| Executions of measuring point in total | IVR measuring point statistics.
Counts all executions of the measuring point. Note that the same call may execute the same measuring point several times. |
Samtliga exekveringar av mätpunkt | Kaikki mittauspisteen suoritteet yhteensä |
| Handled contacts | Queue statistics.
The number of concluded contacts delivered from the queue/waiting list during the time period. When a contact is parked/activated or placed in queue and then routed again and processed, two separate calculations of Handled contacts are generated. The value is not applicable for campaign. |
Avslutade kontakter | Lopetetut kontaktit |
| Handled incoming chats | The number of chats that have been ended correctly. | Avslutade inkomna chattar | Lopetetut sapuneet chatit |
| Handled incoming emails | Emails received by Telia ACE and successfully handled by agents | Avslutade inkomna e-brev | Lopetetut sapuneet s-postit |
| Handled incoming IVR calls by agent | Calculated for the calls concluded or placed in queue by an agent with changed task type during the time period.
Handling (concluding) agent is: - The agent concluding the call when no transfer or conference is in question. - Placing the call in a queue/waiting list causing the task type to change. - The agent receiving the inquiry when the call was transferred by another agent or when a conference was initiated by another agent. - The agent handling the inquiry when transfer to an external number is made or when a conference has been initiated with an external party. |
Avslutade inkomna talsvarssamtal av agent | Lopetetut saapuneet IVR-puhelut agentilta |
| Hitrate | Hitrate = Close / (Close +Declined). Indicates the proportion of Close compared with all calls where the offer could be delivered. Unit: Percent. | Hitrate | Hitrate |
| Incoming chats escalated to another org. area | Chat escalated out from the organisation area via an escalation point. | Inkomna chattar eskalerade till annat org.område | Sapuneet chatit eskaloitu toiselle org. alueelle |
| Incoming chats from another org. area | Chats arrived to the organisation area via an escalation point. | Inkomna chattar från annat org.område | Saapuneet chatit toiselta org. alueelta |
| Incoming chats from entrance | Chats arrived from the chat entrances in the organisation area. | Inkomna chattar från ingång | Saapuneet chatit palvelun kautta |
| Incoming emails delivered to external party | Emails received by Telia ACE and delivered to an external email address. | Inkomna e-brev framstyrt till extern part | Saapuneet s-postit reititetty ulkoiseen osoitteeseen |
| Incoming emails escalated to another org. area | Emails escalated out from the organisation area via an escalation point. | Inkomna e-brev eskalerade till annat org.område | Sapuneet s-postit eskaloitu toiselle org. alueelle |
| Incoming emails from another org. area | Emails received by the organisation area via an escalation point. | Inkomna e-brev från annat org.område | Saapuneet s-postit toiselta org. alueelta |
| Incoming emails from entrance | Emails received from the organisation area’s email entrances. | Inkomna e-brev från ingång | Saapuneet s-postit palvelun kautta |
| Incoming emails received again after interrupt | Emails that are received anew in the organisation area after a restart of ACE Server. | Inkomna e-brev på nytt efter avbrott | Saapuneet s-postit käynnistyksen jälkeen |
| Incoming IVR calls completed in IVR | Abandoned incoming IVR calls that have not requested customer service +
Abandoned incoming IVR calls after closed menu choice + Abandoned incoming IVR calls returned to IVR from queue. Note that calls that have been offered callback but not completed the callback registration will be counted as completed in IVR. |
Inkomna talsvarssamtal som avslutat i talsvar | Saapuneet IVR-puhelut lopetettu IVR:ssä |
| Incoming IVR calls delivered to external party | Calls received via IVR and then routed to an external party (outside of Telia ACE). Note that this concept includes the case where external routing has failed (e.g. due to busy tone) | Inkomna talsvarssamtal framstyrt till extern part | Saapuneet IVR-puhelut yhdistetty ulkoiseen numeroon |
| Incoming IVR calls escalated to another org. area | Calls that have been escalated out from the organisation area via an escalation point | Inkomna talsvarssamtal eskalerade till annat org.område | Saapuneet IVR-puhelut eskaloitu toiselle org. alueelle |
| Incoming IVR calls from another org. area | Calls received by the organisation area via an escalation point | Inkomna talsvarssamtal från annat org.område | Saapuneet IVR-puhelut toiselta org. alueelta |
| Incoming IVR calls from entrance | Calls that have been received from the IVR. Does not include calls that have been placed in queue by an agent. | Inkomna talsvarssamtal från ingång | Saapuneet IVR-puhelut palvelun kautta |
| Incoming IVR calls from placement in queue of other call type | Calls received originally not being incoming IVR calls (callback calls, preview campaign calls, calls without task type and transferred inquiry calls based on these calls) that have been placed in a queue for incoming IVR calls by an agent.
These calls have been changed from the original call type to become incoming IVR calls. |
Inkomna talsvarssamtal från placering i kö av annan samtalstyp | Saapuneet puhelut toisen tyyppiset jonon palautetut |
| Incoming IVR calls from placement in queue with new task type | Incoming IVR calls placed in queue by an agent with changed task type.
These calls will be treated as new calls with their own task time etc. |
Inkomna talsvarssamtal från placering i kö med ny ärendetyp | Saapuneet puhelut jonoon palautetut joilla on uusi asiatyyppi |
| Incoming IVR calls placed in queue with new task | The number of incoming IVR calls that have been placed in queue with a changed task type from X to Y. The term is used in statistics reports showing task type changes. | Inkomna talsvarssamtal som placerats i kö med ny ärendetyp | Saapuneet puhelut jotka on palautettu jonoon uudella asiatyypillä |
| Incoming IVR calls rerouted when not answered by agent | The number of occasions when a call is routed to an agent but since the agent fails to answer the call, it is re-routed back to queue. | Omstyrda inkomna talsvarssamtal vid ej svar av agent | Ed.ohj. saapuneet IVR-puhelut, joihin agentti ei vastannut |
| Incoming IVR calls that have not requested customer service | Customer hangs up after having carried out an automatic service or when the entrance is closed or after too many incorrect attempts in the IVR menu (in other words, all calls not requesting customer service). | Inkomna talsvarssamtal som ej begärt personlig service | Saapuneet IVR-puhelut jotka eivät ole pyytäneet palvelua |
| Incoming IVR calls that have requested customer service | All calls where the caller has requested customer service in the IVR. | Inkomna talsvarssamtal som begärt personlig service | Saapuneet IVR-puhelut jotka ovat pyytäneet palvelua |
| Incoming IVR calls, callback after closed menu choice or no agent logged in | The number of incoming calls accepting an offer for callback (and completed entry of the telephone number the callback shall be made to) in the following situations:
- The selected menu choice is closed - No agents is logged in |
Inkomna talsvarssamtal, callback efter stängt menyval eller ingen inloggad agent | Saapuneet IVR-puhelut, callback suljetun valikon jälkeen tai ei agentteja |
| Incoming IVR calls, callback when closed or wrong menu choice | The number of incoming calls accepting an offer for callback (and completed entry of the telephone number the callback shall be made to) in the following situations:
- The entrance is closed - Wrong menu choice |
Inkomna talsvarssamtal, callback vid stängt eller fel menyval | Saapuneet IVR-puh.,callback suljetun palvelun jälkeen tai väärä valikon valinta |
| Incoming IVR calls, left queue for callback | The number of incoming calls that in queue have accepted the offer for callback (and completed entry of the telephone number the callback shall be made to). | Inkomna talsvarssamtal, lämnat kö för callback | Saapuneet IVR-puhelut, jätetty callback jonossa |
| Incoming IVR calls, switched to callback | Incoming IVR calls, callback when closed or wrong menu choice +
Incoming IVR calls, callback after closed menu choice or no agent logged in + Incoming IVR calls, left queue for callback. |
Inkomna talsvarssamtal, övergått till callback | Saapuneet IVR-puhelut, muutettu callbackpuheluksi |
| Inquiry calls made with task | Inquiry calls with defined task type within Telia ACE or to an external party. Includes retrieve, transfer and conference | Ringda förfrågansamtal med ärende | Soitetut kyselypuhelut joissa asia |
| Interrupted callback records | Call records that have been interrupted in queue due to restart of ACE Server. | Avbrutna callbackposter | Keskeytetyt callbacktietueet |
| Interrupted incoming emails | Emails delivered to Telia ACE but interrupted in queue due to restart of ACE Server. | Avbrutna inkommande e-brev | Keskeytetyt sapuneet s-postit |
| Logged in Time (s) | The time an agent has been logged in to Telia ACE regardless of agent status. | Inloggad Tid (s) | Kirjautuneena oloaika (s) |
| Longest queue time (s) | Queue statistics.
The longest time in the queue/waiting list for the contacts that have been in a queue during the period. The value is not applicable for campaign. |
Längsta kötid (s) | Pisin jonotusaika (s) |
| Lost callback records during delivery | Delivery to an agent failed so many times that the call record was closed. The error can be due to agents becoming engaged in incoming external calls during delivery. | Tappade callbackposter under framstyrning | Menetetyt callbacktietueet yhdistettäessä |
| Lost callback records routing option missing | The system could not route the callback to a queue/waiting list. | Tappade callbackposter styrningsalternativ saknas | Menetetyt callbacktietueet reititys puuttui |
| Lost contacts | Queue statistics.
Incoming IVR calls: Calls lost during delivery and lost delivered calls. Incoming chats: N/A. Callback: Callback records lost during delivery. Campaign: N/A. Incoming email: Emails lost during delivery. Note that the email may be re-read into ACE at the next restart of the ACE Server (unless it is removed from the mailbox). |
Tappade kontakter | Menetetyt kontaktit |
| Lost delivered incoming IVR calls | Calls that, due to switch problems or redirection to an extension, never reach Agent despite the IVR reporting a successful transfer. | Tappade framstyrda inkomna talsvarssamtal | Menetetyt yhdistetyt saapuneet IVR-puhelut |
| Lost incoming emails during delivery | Transfer to the agent’s email account failed so many times that the email was terminated. The error may be because the connection with the email server could not be established. The email will however return to ACE at the next restart of ACE Server (unless it has been removed from email account). | Tappade inkomna e-brev under framstyrning | Menetetyt sapuneet s-postit reitityksen aikana |
| Lost incoming emails routing option missing | The system could not route the email to a queue/waiting list. | Tappade inkomna e-brev styrningsalternativ saknas | Menetetyt sapuneet s-postit reititys puuttui |
| Lost incoming IVR calls | Lost incoming IVR calls after requested customer service +
Lost incoming IVR calls when closed no one logged in or wrong menu choice. |
Tappade inkomna talsvarssamtal | Menetetyt saapuneet IVR-puhelut |
| Lost incoming IVR calls after closed menu choice or no agent logged in | The calling party selects a menu choice that is closed and there is no menu to return to or the calling party selects a menu choice that is closed and there is a menu to return to, the calling party then causes too many incorrect attempts in the IVR menu or no agent logged in.
Note that calls that have been offered callback but not completed the callback registration will be counted as lost. |
Tappade inkomna talsvarssamtal vid stängt menyval eller ingen inloggad agent | Menetetyt saapuneet IVR-puhelut, valinta suljettu tai ei agentteja |
| Lost incoming IVR calls after requested customer service | Lost incoming IVR calls during delivery +
Lost delivered incoming IVR calls. |
Tappade inkomna talsvarssamtal efter begärd personlig service | Menetetyt saapuneet IVR-puhelut palvelun pyynnön jälkeen |
| Lost incoming IVR calls during delivery | The IVR failed to deliver the call to an agent so many times that the call was terminated. The error may be caused by a switch problem or because the agents are busy with external incoming calls during the delivery phase. | Tappade inkomna talsvarssamtal under framstyrning | Menetetyt saapuneet IVR-puhelut yhdistettäessä |
| Lost incoming IVR calls returned to IVR after queue | This statistics term is no longer computed. See Abandoned incoming IVR calls returned to IVR from queueinstead. |
Tappade inkomna talsvarssamtal som återgått till talsvar efter kö | Menetetyt saapuneet IVR-puhelot palautettu IVR:lle jonotuksen jälkeen |
| Lost incoming IVR calls when closed or wrong menu choice | The calling party arrives at an entrance that is closed or the calling party causes too many incorrect attempts in the IVR menu.
Note that calls that have been offered callback but not completed the callback registration will be counted as lost. |
Tappade inkomna talsvarssamtal vid stängt eller fel menyval | Menetetyt saapuneet IVR-puhelut, palvelu suljettu tai väärä valikon valinta |
| Lost incoming IVR calls when closed, no one logged in or wrong menu choice | Lost incoming IVR calls when closed or wrong menu choice +
Lost incoming IVR calls after closed menu choice or no agent logged in + Lost incoming IVR calls returned to IVR after queue. |
Tappade inkomna talsvarssamtal vid stängt, ingen inloggad eller fel menyval | Menetetyt puhelut, palvelu suljettu, ei agentteja tai väärä valikon valinta |
| Lost incoming IVR calls when no IVR lines | There were no free IVR lines to handle the incoming IVR call. | Tappade inkomna talsvarssamtal vid slut på talsvarslinjer | Menetetyt saapuneet IVR-puhelut, IVR linjat ovat loppuneet |
| Not correctly handled incoming chats | The number of chats that have not been ended correctly. E.g.:
- The customer abandons the chat while queuing. - The customer abandons the chat when it has been routed to an agent but before the agent accepts the chat. - The chat is terminated due to escalation to the end route destination in the routing. - Technical problems. |
Ej korrekt avslutade inkomna chattar | Väärin lopetetut sapuneet chatit |
| Occupancy (%) | Queue statistics.
Task time / Login time. Task time is calculated as AHT * Correctly handled contacts and login time is calculated as Average Number of agents * length of time interval. The value is not applicable for campaign. |
Beläggning (%) | Käyttöaste (%) |
| Occupancy, callback calls (%) | (Task time, callback calls + Task time, answered inquiry calls made for callback calls) / (Time in ready + Time on call + Time in paused + Time in wrapup + Time in email+ Time in chat).
Note that |
Beläggning, callbacksamtal (%) | Käyttöaste, callback (%) |
| Occupancy, campaign calls (%) | (Task time, campaign calls + Task time, answered inquiry calls made for campaign calls) / (Time in ready + Time on call + Time in paused + Time in wrapup + Time in email+ Time in chat).
Note that |
Beläggning, kampanjsamtal (%) | Käyttöaste, kampanjapuhelut (%) |
| Occupancy, chats (%) | (Task time, chats + Task time, answered inquiry calls made for chats) / (Time in ready + Time on call + Time in paused + Time in wrapup + Time in email+ Time in chat).
Note that |
Beläggning, chatt (%) | Käyttöaste, chatit (%) |
| Occupancy, incoming emails (%) | (Task time, incoming emails + Task time, answered inquiry calls made for incoming emails) / (Time in ready + Time on call + Time in paused + Time in wrapup + Time in email+ Time in chat).
Note that |
Beläggning, inkomna e-brev (%) | Käyttöaste, s-posti (%) |
| Occupancy, incoming IVR calls (%) | (Task time, incoming IVR calls + Task time, answered inquiry calls made for incoming IVR calls) / (Time in ready + Time on call + Time in paused + Time in wrapup + Time in email+ Time in chat).
Note that |
Beläggning, inkomna talsvarssamtal (%) | Käyttöaste, saapuneet IVR-puhelut (%) |
| Offer rate (%) | Proactive Web statistics.
The ratio between Visitors offered and Visitors qualified. |
Erbjudandegrad (%) | Tarjoussuhde (%) |
| Offer rate in total (%) | Proactive Web statistics.
The ratio between Offers in total and Qualifications in total. |
Erbjudandegrad totalt (%) | Kokonaistarjoussuhde (%) |
| Offers in total | Proactive Web statistics.
The total no. of offers for the rule during the time period (the same visitor can be offered multiple times if it qualifies multiple times). |
Erbjudanden totalt | Tarjousten kokonaismäärä |
| Other callback records handled by agent | Callback records that by agent have received other feedback than End contactand the automatic treatment have been to close the call record. Example: Feedback End contact - Wrong number. |
Övriga callbackposter avslutade av agent | Muut lopetetut callbacktietueet - agentti |
| Outcome count | Outcome statistics.
Number of times the outcome has been registered. |
Antal | Lopputulos määrä |
| Percentage (for a certain campaign reason) | Campaign. For a certain reason detailing the feedback Close, this is the share of the number of feedbacks with this reason compared to the total number of campaign records terminated with feedback Close. | Andel | Prosentti |
| Placements of incoming chats in queue | Counts every occasion a certain chat is placed in queue whereas Requeued chats only counts the first occasion. | Utförda återplaceringar av inkomna chattar i kö | Jonoon palautetut chatit yhteensä |
| Placements of incoming emails in queue | Counts every occasion a certain email is placed in queue whereas Requeued incoming emails only counts the first occasion. | Utförda återplaceringar av inkomna e-brev i kö | Jonoon palautetut s-postit yhteensä |
| Placements of incoming IVR calls in queue | Counts every occasion an incoming IVR call is placed in queue (with preserved task type) whereas Requeued IVR callsonly counts the first occasion. Note that an incoming IVR call placed in queue with changed task type will be counted as a successfully handled call instead. |
Utförda återplaceringar av inkomna talsvarssamtal i kö | Jonoon palautetut saapuneet IVR-puhelut yhteensä |
| Qualifications in total | Proactive Web statistics.
The total no. of qualifications for the rule during the time period (the same visitor can qualifiy multiple times). |
Kvalificeringar totalt | Luokiteltujen kokonaismäärä |
| Received contacts | Queue statistics.
Contacts routed to the queue/waiting list (both those that have been queued and processed as well as those that have been escalated or lost/abandoned) Note that a contact can be received several times in the same queue. This can happen, for example, if a call is retrieved to IVR because the intended agent did not answer the call or a callback record is dialed, postponed and then routed again. The value is not applicable for campaign. |
Inkomna kontakter | Saapuneet kontaktit |
| Received incoming emails by agent | Emails received by Telia ACE and accepted by agent in ACE Agent. Note that only the first reception is counted; the value is not affected after a possible placement in queue. | Mottagna inkomna e-brev av agent | Vastatut sapuneet s-postit - agentti |
| Received requeued incoming emails | The number of time emails are received by agent, after having been requeued. | Mottagna återplacerade inkomna e-brev | Vastatut jonoon palautetut s-postit |
| Reestablished contacts | Queue statistics.
Incoming IVR calls: Calls answered after having been placed in queue by an agent with preserved task type. Incoming chats: Chats answered after having been placed in queue by an agent. Callback: Callback records accepted for dialling subsequent times after the first time. Campaign: N/A. Incoming email: Emails received by an agent after having been placed in queue by an agent. |
Återetablerade kontakter | Uudelleen vastatut kontaktit |
| Requeued incoming chats | The number of chats answered by agent and then placed in queue for further processing. Note that only the first occasion when the chat is placed in queue is counted. | Återplacerade inkomna chattar i kö | Jonoon palautetut chatit |
| Requeued incoming emails | Emails received by Telia ACE and placed in queue by agent for further processing. Note that only the first occasion when the email is placed in queue is counted. | Återplacerade inkomna e-brev i kö | Jonoon palautetut s-postit |
| Requeued incoming IVR calls | The number of incoming IVR calls answered by agent and then placed in queue with preserved task type for further processing.
Note that only the first occasion when the call is placed in queue is counted. Note that an incoming IVR call placed in queue with changed task type will be counted as a successfully handled call instead. |
Återplacerade inkomna talsvarssamtal i kö | Jonoon palautetut saapuneet IVR-puhelut |
| Rescheduled callback records | Callback records that have been postponed with a feedback where the automatic action has been to postpone the call record. Example: Busy. |
Senarelagda callbackposter | Uudelleen ajastetut callbacktietueet |
| Service level 1 (%) | Queue statistics.
See descriptions of service level for each type of contact. |
Servicenivå 1 (%) | Palvelutaso 1 (%) |
| Service level 1, Callback (%) | The percentage of contacts with waiting times below a given threshold.
The callback service level waiting time is based on the time between the callback record’s start time for calling and the time when an agent accepts calling for the first time. Two thresholds and two service levels are used. The service level is expressed as a percentage. The threshold is supplied by the administrator per queue/waiting list or per organisation area and contact type. A callback from a collaborating queue receives its start time from the incoming calls original request for customer service. The service level for collaborating callback can thus be regarded in the same way as for incoming calls. |
Servicenivå 1, Callback (%) | Palvelutaso 1, Callback (%) |
| Service level 1, Incoming chats (%) | The percentage of contacts with waiting times below a given threshold.
The chat service level waiting time is based on the time between when the customer requests chat and the time when an agent answers the chat for the first time. Two thresholds and two service levels are used. The service level is expressed as a percentage. The threshold is supplied by the administrator per queue/waiting list or per organisation area and contact type. |
Servicenivå 1, Inkomna chattar (%) | Palvelutaso 1, Saapuneet chatit (%) |
| Service level 1, Incoming emails (%) | The percentage of contacts with waiting times below a given threshold.
The email service level waiting time is based on the time between when the email is routed to a queue/waiting list and the time when an agent receives the email for the first time. Two thresholds and two service levels are used. The service level is expressed as a percentage. The threshold is supplied by the administrator per queue/waiting list or per organisation area and contact type. |
Servicenivå 1, Inkomna e-brev (%) | Palvelutaso 1, Saapuneet s-postit (%) |
| Service level 1, Incoming IVR calls (%) | The percentage of contacts with waiting times below a given threshold.
The incoming IVR call service level waiting time is based on the time between when the customer requests customer service and the time when an agent answers the call for the first time. Note that incoming IVR calls placed in queue with changed task type implies that a new service level is computed (for the new task type) when the queued call is answered. The same applies when a call not being an incoming IVR call is placed in queue by an agent. Two thresholds and two service levels are used. The service level is expressed as a percentage. The threshold is supplied by the administrator per queue/waiting list or per organisation area and contact type. |
Servicenivå 1, inkomna talsvarssamtal (%) | Palvelutaso 1, Saapuneet IVR-puhelut (%) |
| Service level 2, Callback (%) | See Service level 1, Callback. | Servicenivå 2, Callback (%) | Palvelutaso 2, Callback (%) |
| Service level 2, Incoming chats (%) | See Service level 1, Incoming chats. | Servicenivå 2, Inkomna chattar (%) | Palvelutaso 2, Saapuneet chatit (%) |
| Service level 2, Incoming emails (%) | See Service level 1, Incoming emails. | Servicenivå 2, Inkomna e-brev (%) | Palvelutaso 2, Saapuneet s-postit (%) |
| Service level 2, Incoming IVR calls (%) | See Service level 1, Incoming IVR calls. | Servicenivå 2, inkomna talsvarssamtal (%) | Palvelutaso 2, Saapuneet IVR-puhelut (%) |
| Successfully handled callback records | Callback records that have been ended with feedback End contact, (i.e. normal handling). |
Korrekt avslutade callbackposter | Onnistuneesti lopetetut callbacktietueet |
| Task time, campaign calls answered (s) | Total task time (in seconds) for campaign calls answered by the called party and in progress during this period.
|
Ärendetid, besvarade kampanjsamtal | Asiointiaika, vastatut kampanjapuhelut |
| Task time, answered inquiry calls (s) | Total task time (in seconds) for answered inquiry calls with defined task type in progress during this period.
Ring time, talk time and wrap-up time are included. |
Ärendetid, besvarade förfrågansamtal (s) | Asiointiaika, vastatut kyselypuhelut (s) |
| Task time, callback calls (s) | Total task time (in seconds) for callback calls in progress during this period.
Ring time, talk time and wrap-up time are included. |
Ärendetid, callbacksamtal (s) | Asiointiaika, callback (s) |
| Task time, campaign calls (s) | Total task time (in seconds) for campaign calls in progress during this period.
|
Ärendetid, kampanjsamtal (s) | Asiointiaika, kampanjapuhelut (s) |
| Task time, chats (s) | Total task time (in seconds) for chats in progress during this period.
Accept time (ring time), chat time and wrap-up time are included. |
Ärendetid, chatt (s) | Asiointiaika, chatit (%) |
| Task time, incoming emails (s) | Total task time (in seconds) for incoming emails in progress during this period.
Email time and wrap-up time are included. |
Ärendetid, inkommande e-brev (s) | Asiointiaika, saapuneet s-postit (s) |
| Task time, incoming IVR calls (s) | Total task time (in seconds) for incoming IVR calls in progress during this period.
Ring time, talk time and wrap-up time are included. |
Ärendetid, inkomna talsvarssamtal (s) | Asiointiaika, saapuneet IVR-puhelut (s) |
| Time in call inquiry (s) | Total time in status call for agents in work level Inquiry during this period. | Tid i samtal förfrågan (s) | Puheaika kysely tilassa (s) |
| Time in call private (s) | Total time in status call for agents in work level Private during this period. | Tid i samtal personlig (s) | Puheaika henkilökohtainen tilassa (s) |
| Time in call queue (s) | Total time in status call for agents in work level Queue during this period. | Tid i samtal kö (s) | Puheaika jono tilassa (s) |
| Time in chat (s) | Total time in status chat for agents during this period. | Tid i chatt (s) | Aika chatissa (s) |
| Time in chat queue (s) | Total time in status chat for agents in work level Queue during this period. | Tid i chatt kö (s) | Chat jonotusaika (s) |
| Time in email (s) | Total time in status email for agents during this period. | Tid i e-post (s) | Käsitelty s-postia (s) |
| Time in email queue (s) | Total time in status email for agents in work level Queue during this period. | Tid i e-post kö (s) | Käsitelty s-posti jonotilassa (s) |
| Time in paused (s) | Total time in status paused for agents during this period. | Tid i pauskopplad (s) | Tauolla (s) |
| Time in paused inquiry (s) | Total time in status paused for agents in work level Inquiry during this period. | Tid i pauskopplad förfrågan (s) | Taukoaika kysely tilassa (s) |
| Time in paused private (s) | Total time in status paused for agents in work level Private during this period. | Tid i pauskopplad personlig (s) | Taukoaika henkilökohtainen tilassa (s) |
| Time in paused queue (s) | Total time in status paused for agents in work level Queue during this period. | Tid i pauskopplad kö (s) | Taukoaika jono tilassa (s) |
| Time in ready (s) | Total time in status ready for agents during this period. | Tid i ledig (s) | Valmiina (s) |
| Time in ready inquiry (s) | Total time in status ready for agents in work level Inquiry during this period. | Tid i ledig förfrågan (s) | Valmiusaika kysely tilassa (s) |
| Time in ready private (s) | Total time in status ready for agents in work level Private during this period. | Tid i ledig personlig (s) | Valmiusaika henkilökohtainen tilassa (s) |
| Time in ready queue (s) | Total time in status ready for agents in work level Queue during this period. | Tid i ledig kö (s) | Valmiusaika jono tilassa (s) |
| Time in work level inquiry (s) | Total time in work level Inquiry for agents during this period. | Tid i arbetsnivå förfrågan (s) | Aika työskentely tasolla kysely (s) |
| Time in work level private (s) | Total time in work level Private for agents during this period. | Tid i arbetsnivå personlig (s) | Aika työskentely tasolla henkilökohtainen (s) |
| Time in work level queue (s) | Total time in work level Queue for agents during this period. | Tid i arbetsnivå kö (s) | Aika työskentely tasolla jono (s) |
| Time in wrapup (s) | Total time in status wrap-up for agents during this period. | Tid i efterbehandling (s) | Jälkikäsittelyssä (s) |
| Time in wrapup inquiry (s) | Total time in status wrap-up for agents in work level Inquiry during this period. | Tid i efterbehandling förfrågan (s) | Jälkikäsittelyaika kysely tilassa (s) |
| Time in wrapup private (s) | Total time in status wrap-up for agents in work level Private during this period. | Tid i efterbehandling personlig (s) | Jälkikäsittelyaika tilassa henkilökohtainen (s) |
| Time in wrapup queue (s) | Total time in status wrap-up for agents in work level Queue during this period. | Tid i efterbehandling kö (s) | Jälkikäsittelyaika jono tilassa (s) |
| Time on call (s) | Total time in status call for agents during this period. | Tid i samtal (s) | Puhelussa (s) |
| Total Campaign records | The number of records in the campaign. Including closed records. | Totalt antal samtalsposter | Kokonaissumma kampanjatietueet |
| Visitors accepting | Proactive Web statistics.
The number of individual visitors having accepted an offer for the rule. |
Accepterande besökare | Vierailijoista hyväksytty |
| Visitors offered | Proactive Web statistics.
The number of individual visitors having received an offer for the rule. |
Erbjudna besökare | Vierailijoille annettu tarjous |
| Visitors qualified | Proactive Web statistics.
The number of individual visitors having qualified for the rule. |
Kvalificerade besökare | Vierailijoita luokiteltu |