How-To

Live Reports Widgets Overview

Live Reports Widgets allows you to customize the reports that will be visible on the Live Reports dashboard. Widgets can be added and customized for the dashboard.

Each widget represents a different metric – with some widgets including multiple metrics, such as a target. The following widgets are available in Live Reports:

1. Service Level
2. Call Volume
3. Agents Count
4. Agent Details
5. Queue Monitor
6. Queue Details
7. Queue Calls

1. Service Level or SLA

This widget measures a percentage of incoming calls that an agent answers during the desired time threshold to a total number of incoming calls for this queue. In general, this widget allows to track how well your team is doing in servicing clients within the expected time frame.

Prerequisites

Building an SLA report requires a few settings to be defined:

  • Timezone of the queue (it has to be properly set up to correctly calculate metrics for the queue)
  • Service Level Settings (set up your service level settings on to define the parameters for your Service Level target, Service Level Threshold, Include abandoned calls, and abandoned calls threshold)

Adding an SLA Widget

1. Enter the widget name.

2. Select a Queue to calculate the SLA for.

3. Select the time period.

Note: the time period applies to today only where today starts at midnight up to current time. Once the day is over and the midnight is passed, the new period is started.

4. Save the widget.

2. Call Volume

Inbound - Total, Abandoned, Voicemail Redirects Shows the total number of inbound calls (including number of voicemail redirects and abandoned calls), the number of redirects to the voicemail and the number of abandoned calls
Inbound - Answered, Abandoned, Voicemail Redirects Shows the number of calls that were answered by agents in the queue, the number of redirects to the voicemails and the number of abandoned calls
Inbound - Total Calls Shows the total number of inbound calls including VMs and abandoned calls
Outbound - Answered, Unanswered Shows the number of outbound calls that were answered and the number of calls there were not answered.
Outbound - Total Calls Shows the total

This widget shows the volume of inbound calls including abandoned calls and voicemails or the volume of outbound calls.

Adding a Call Volume Widget

1. Enter the widget name.

2. Select the type of widget.

3. Select a Queue.

4. Select a Time Period.

5. Save the widget.

3. Agent Count

This widget allows you to see agents count broken down by the availability state across one or multiple queues.

Adding an Agents Count Widget

1. Enter the widget name.

2. Select one or multiple queues.

3. Save the widget.

Note: there is no need to set the time period since this widget displays data at the current moment.

4. Agent Details

This widget allows you to show the breakdown of metrics by agents.

Metrics and columns available

Ext Shows the extension of an agent.
Status Shows the current status of an agent: Available, On Call, Unavailable.
Inbound Calls Count of all inbound calls dispatched to an agent - these include calls to queue and direct calls to the agent extension.
Inbound Answered Count of all inbound calls answered by an agent, both queue call and direct calls.
Overflow Answered Count of queue calls answered by members of overflow queues.
VM Redirects Count of redirects of calls to the voicemail regardless of whether the actual voice message was left.
Outbound Calls Count of all outbound calls made by an agent.
Outbound Answered Count of outbound calls made by the agent that were connected either to person or to a voicemail.
Outbound Unanswered Count of outbound calls made by an agent that were not connected due to the busy tone, nobody answering the phone or other reason.
Total Talk Time Total duration of time for both inbound and outbound calls an agent handled. For outbound calls, this includes the any hold time.
Inbound Talk Time Total duration of actual live talk an agent spends with a customer during an inbound call. This does not include the time the agent placed the customer on hold.
Outbound Talk Time Total duration of actual live talk an agent spends with a customer during an outbound call. This does not include the time the agent placed the customer on hold.
Average Talk Time Average duration of talk time per call both for inbound and outbound.
Inbound Transfers Total number of inbound transfers per an agent.
Inbound Transfers, % The percentage of inbound calls that had at least one transfer, compared to the total number of answered calls.
Total Hold Time Total duration of all hold periods in all inbound calls.
Average Hold Time Average duration of hold time per call where a caller was put on hold.
Longest Hold Time Longest time any caller spent on hold during a call with an agent. This is also the longest registered time of hold for a particular agent out of all his/her calls.
Average SoA (Average speed of answer) The average time it takes an agent to pick up a call from the time the call is directed to an agent to the time the agent picked up the call.
Total Handle Time Total duration of talk time plus total hold time.
Inbound Handle Time Total duration of inbound talk time plus hold time in inbound calls.
Outbound Handle Time Total duration of outbound talk time plus hold time in outbound calls.
Average Handle Time Average duration of inbound and outbound calls, including the hold time.
Longest Handle Time Longest talk time plus hold time across all calls of an agent over a chosen period of time.

Adding an Agent Details Widget

1. Enter the widget name.

2. Define the width and height of the widget.

3. Select one or multiple queues.

4. Select the columns that include metrics.

5. Select the time period.

6. Save the widget.

Exporting Data

It is possible to export data from the Agent Details widget to a PDF or CSV file.

1. Click the top right corner of the widget to show the widget menu. Choose the export option - PDF or CSV.

The data will be downloaded as a file of the selected format.

Note: Data Export is available both for users with Full Control and for ones with View Only permissions. Data Export exports exactly the same rows and columns on the widget.

5. Queue Monitor

This widget provides visibility on callers waiting in the queue to be served.

Note: the longest wait time indicator appears only if any callers are waiting.

Adding a Queue Monitor Widget

1. Enter the widget name.

2. Select a queue to monitor.

3. Save the widget.

Note: there is no need to set the time period since this widget displays data at the current moment.

6. Queue Details

This widget allows you to receive detailed reporting data broken down by queues.

Metrics Available

Ext. The phone extension assigned to a queue.
Calls Waiting The count of calls waiting in the queue right now.
Live Talk Calls The count of calls that are being answered right now.
Inbound Calls The count of all inbound calls directed to a queue.
Answered Calls The count of all inbound calls answered by agents in the queue.
Overflow Answered The count of queue calls answered by agents of overflow queues.
Abandoned Calls The count of all inbound calls that were abandoned before they were answered.
VM Redirects The count of redirects to the voicemail regardless of whether a message was left.
Total Handle Time Total time spent by all agents handling all inbound queue calls, including hold time.
Average Handle Time The average time to handle an inbound call, including hold time.
Longest Handle Time Longest talk time, plus hold time across all calls of an agent over a chosen period of time.
Total Hold Total duration of all hold periods in all calls in the queue.
Average Hold Average duration of a hold period.
Longest Hold The longest hold period across all the calls of a particular queue.
Total Talk Time Total duration of all talk sessions in a queue.
Longest Talk Time The longest talk time across all the calls of a particular queue. This does not include hold time. 
Average Talk Time The average live talk session (holds are not included) across all calls of a particular queue.
Service Level Percentage of calls answered within a predefined time threshold.
Avg. time to Abandon Average time spent in the queue for abandoned calls.
Average SoA Average time for calls to be answered. Total SoA includes both wait time and duration of a queue greeting.
Longest Wait The longest time a call had to wait in the queue.
Shortest Wait The shortest time a call had to wait in the queue.

Adding a Queue Details Widget

1. Enter the widget name.

2. Define the width and height of the widget.

3. Select one or multiple queues.

4. Select the columns that include metrics.

5. Select the time period.

6. Save the widget.

Exporting Data

It is possible to export data from the Agent Details widget to a PDF or CSV file.

1. Click the top right corner of the widget to show the widget menu. Choose the export option - PDF or CSV.

The data will be downloaded as a file of the selected format.

Note: Data Export is available both for users with Full Control and for ones with View Only permissions. Data Export exports exactly the same rows and columns on the widget.

7. Queue Calls

This widget displays the callers' state in the queue.

Adding a Queue Calls Widget

1. Enter the widget name.

2. Select one or multiple queues to monitor.

3. Save the widget.

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