Active time reporting - Breakdown

I have noticed in the Liverty Converse version 5.4.3 there isn’t a report that breaks down the actula time agents are on a specific interaction, is this others experience?

Hi @LynseyLeonard and welcome to the community,

I have taken a look at the Interaction report and this shows me the following:

  • Queue Time - How long the interaction was queuing for before being answered/abandoned/redirected

  • Duration - How long the interaction was with the Agent

  • Talk Time - Breaking down the Duration with how much time the Agent was “talking” with the customer

  • Hold time - Part of the Duration but shows how much of this time caller was placed on hold by the Agent.

So you can have a duration of 00:03:56 with a talk time of 00:2:56 and a hold time of 00:01:00 that could be the breakdown of this.

This data helps you break down each individual interaction and by using a program like Excel you can use the data within these to further customise your report to give you a breakdown of your particular needs by agent/activity code and all sorts.

The Agent Summary report although does not show an exact handling time per interaction it does show you the agents average handling time as a global calculation of the media type and time you have selected.

Does this help? If not do let us know, if you have an example of what you are trying to achieve then please post this and we can take a look.

Many thanks - Jonathan Redsell

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Thank you for this, we hope that there is the potential for improvement in this area so excel won’t be necessary to calculate the total time.

Hi Lynsey, do you have an example of what it is you are looking to do as it may be another report displays what it is you are looking to do.

Hi Jonathon, Thank you for this, do you know if the Agent Status Breakdown report includes all media all interactions for all media, please. When a colleague is running an interactions report and comparing it to the Agent Status Breakdown there is a difference. What we are attempting to do is calculate what our Connect Centre considers to be wastage time.

Hi @LynseyLeonard I have dropped you a message with my contact details. Perhaps we can arrange a Teams call to go through your questions and hopefully I can provide some answers.

Look forward to hearing from you.

Jonathan.

Thanks Jonathon, what we have now established is the interactions report differs to the Agent Summary because internal interactions advisor to advisor times are not included. We are in the process of putting a Service request to Netcall for an improvement in this reporting. Thank you very much for your help and guidance.