outbound tasks per hour beeing logged in for Voice LoginTime Login time of the agent for Voice in seconds LoginTime ReadyTime

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1 Report Definition "430 Team Interval" Definition: Voice status times and key data on ACD Inbound, ACD Callbacks, Media Routing, Outbound, DN- Incoming and DN-Outgoing on historical basis per team and agent Main data source: Agent_Skill_Group_Interval TeamID ID of agent team TeamID TeamName Name of agent team TeamName AgentID ID of agent AgentID AgentFirstName First name of agent AgentFirstName AgentLastName Surname of agent AgentLastName AgentName Full name of agent (combination of surname and first AgentName name) AgentPeripheralNumber Login name of agent (PeripheralNumber) AgentPeripheralNumber AgentLoginName Login name of agent (LoginName) AgentLoginName AgentEnterpriseName EnterpriseName of agent AgentEnterpriseName DateTime Date and start time of the interval sum DateTime Date Date of the interval sum Date Time Start time of the interval sum Time DoW Weekday of the interval sum (1 Mon - 7 Sun) DoW OverallHandledPerLoginHour Number of handled Contact Center inbound and outbound tasks per hour beeing logged in for Voice OverallHandledPerReadyHour Number of handled Contact Center inbound and outbound tasks per hour beeing ready for Voice Login time of the agent for Voice in seconds Not PerNot Per AvailTime PerAvailTime ActiveTime PerActiveTime ACDActiveTime PerACDActiveTime Time in seconds which the agents for Voice are without activity in the "Not Ready" status Percentage of which agents for Voice are without activity in the "Not Ready" status Time in seconds which the agents for Voice are not in the "Not Ready" status ( - Not) Percentage of which agents for Voice are not in the "Not Ready" status Time in seconds which the agents for Voice are without activity in the "Available" status and are waiting for calls Percentage of which agents for Voice are without activity in the "Available" status and are waiting for calls Active time in seconds which agents are busy with any kind of call ( - Not - AvailTime) Percentage of which agents are busy with any kind of call Active time in seconds which agents are busy with Call Center calls Percentage of which agents are busy with Call Center calls 3600 * ( ) / (Voice) 3600 * ( ) / (Voice) Not Not / / AvailTime AvailTime / ActiveTime ActiveTime / ACDActiveTime ACDActiveTime / Bucher + Suter AG Page 1 / 5

2 DNActiveTime PerDNActiveTime OutboundActiveTime PerOutboundActiveTime Occupancy ACDTransInHandled Avg ACDTalkTime AvgACDTalkTime PerACDTalkTime ACDHoldTime AvgACDHoldTime PerACDHoldTime ACDWrapupTime AvgACDWrapupTime PerACDWrapupTime ACDRONA ACDAbanRing ACDRingTime AvgACDRingTime PerReadyHour ACDHold Active time in seconds which Agents are busy with DNActiveTime incoming or outgoing direct calls Percentage of which agents are busy with incoming DNActiveTime / or outgoing direct calls Active time in seconds which agents are busy with OutboundActiveTime Outbound calls of the dialer Percentage of which agents are busy with Outbound OutboundActiveTime / calls of the dialer Percentage of the ready state where agents are busy ActiveTime / with any kind of call Number of answered Call Center calls (incremented upon completion of wrap-up) Number of answered Call Center calls which were ACDTransInHandled transferred to a SkillGroup before (included in ) Total handling time of Call Center calls in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) Average handling time of Call Center calls in seconds / from answering to end of wrap-up (sum of talk, hold and wrap-up time) Time in seconds which Call Center calls are active ACDTalkTime (call duration without hold time) Average time in seconds which Call Center calls are ACDTalkTime / active (call duration without hold time) Percentage of which Call Center calls are active (call ACDTalkTime / duration without hold time) Time in seconds which Call Center calls are on hold ACDHoldTime (e.g. for queries) Average time in seconds which Call Center calls are ACDHoldTime / on hold (e.g. for queries) Percentage of which Call Center calls are on hold (e.g. ACDHoldTime / for queries) Time in seconds which Call Center calls are in the ACDWrapupTime wrap-up stage (after active Call Center calls until Average time in seconds which Call Center calls are in ACDWrapupTime / the wrap-up stage (after active Call Center calls until Percentage of which Call Center calls are in the wrapup ACDWrapupTime / stage (after active Call Center calls until agents are available again) Number of Call Center calls which were assigned to ACDRONA agents, but not answered within a reasonable time (RONA timeout) (contains RONA and Requery) Number of Call Center calls which were assigned to ACDAbanRing agents and ended by callers while ringing at the set Time in seconds which Call Center calls are presented ACDRingTime to agents until they are answered, revoked by the system or until the callers hang up Average time in seconds which Call Center calls are ACDRingTime / presented to agents until they are answered, revoked ( + by the system or until the callers hang up ACDRONA + ACDAbanRing) Number of answered Call Center calls per hour of 3600 * / beeing ready Number of Contact Center calls which were placed on ACDHold hold at least once Bucher + Suter AG Page 2 / 5

3 ACDNonHold Number of Contact Center calls which were never ACDNonHold placed on hold ACDNonHoldRate Percentage of Contact Center calls which were never ACDNonHold / placed on hold AvgACDHoldDuration Average time in seconds for held Contact Center calls ACDHoldTime / ACDHold ACDTransferred ACDSFinishRate Number of Call Center calls which were answered by the agents and subsequently forwarded Percentage of the answered Call Center calls which were not forwarded (self handled) ACDTransferred ( - ACDTransferred) / Number of executed ACD Callbacks (automated outgoing callbacks from available agents) Time Total time in seconds for dialing and handling of Time callbacks (ends after wrap-up) AvgTime Average time in seconds for dialing and handling of Time / callbacks (ends after wrap-up) WaitTime Time in seconds for dialing until callbacks are WaitTime answered or droped by the agent AvgWaitTime Average time in seconds for dialing until callbacks are WaitTime / answered or droped by the agent Handled Number of answered ACD Callbacks Handled HandleTime AvgHandleTime MRHandleTime MRTalkTime AvgMRTalkTime MRHoldTime MRWrapupTime MRTransfer MRSFinishRate Total handling time of ACD Callbacks in seconds from answering to end of wrap-up Average handling time of ACD Callbacks in seconds from answering to end of wrap-up Number of handled Media Routing tasks (incremented upon completion of wrap-up) Total handling time of Media Routing tasks in Time in seconds which Media Routing tasks are active (call duration without hold time) Average time in seconds which Media Routing tasks are active (call duration without hold time) Time in seconds which Media Routing tasks are on hold (e.g. in the event of interruptions by calls) Time in seconds which Media Routing tasks are in the wrap-up stage (after active Media Routing tasks until Number of Media Routing tasks which were opened by agents and subsequently forwarded Percentage of the open Media Routing tasks which were not forwarded (self handled) HandleTime HandleTime / Handled MRHandleTime MRTalkTime MRTalkTime / MRHoldTime MRWrapupTime MRTransfer ( - MRTransfer) / DNInAnswered Number of direct calls answered by agents DNInAnswered DNTransInHandled DNInHandleTime AvgDNInHandleTime Number of direct calls answered by agents which were transferred to the agent (included in DNInAnswered) Total handling time of incoming direct calls in Average total handling time of incoming direct calls in Number of outgoing calls made which are not associated with Call Center calls placed on hold (note: even a busy line is considered to be a call!) DNTransInHandled DNInHandleTime DNInHandleTime / DNInAnswered Bucher + Suter AG Page 3 / 5

4 HandleTime AvgHandleTime HandleTime AvgHandleTime DNTransferred OutboundReserved Avg Avg OutboundTalkTime AvgOutboundTalkTime PerOutboundTalkTime OutboundHoldTime AvgOutboundHoldTime PerOutboundHoldTime OutboundWrapupTime Total handling time of outgoing calls which are not associated with Call Center calls placed on hold in seconds from seizure of the line to end of wrap-up (sum of Average total handling time of outgoing calls which are not associated with Call Center calls placed on hold in seconds from seizure of the line to end of wrap-up (sum of Number of external outgoing calls made which are not associated with Call Center calls placed on hold Total handling time of external outgoing calls which are not associated with Call Center calls placed on hold in seconds from seizure of the line to end of wrap-up (sum of Average total handling time of external outgoing calls which are not associated with Call Center calls placed on hold in seconds from seizure of the line to end of wrap-up (sum of Number of incoming or outgoing direct calls which were forwarded by agents Number of Outbound reservation calls assigned by the Campaign Manager (incremented upon completion of wrap-up) Reservation period for Outbound calls in seconds from assignment to dialing (Preview) or to placement of call (Predictive) Average reservation period for Outbound calls in seconds from assignment to dialing (Preview) or to placement of call (Predictive) Number of Outbound calls made (incremented upon completion of wrap-up) Total handling time of Outbound calls in seconds from dialing for PreReport Definition or to placement of call for Predictive to end of wrap-up (sum of talk, hold and wrap-up time) Average total handling time of Outbound calls in seconds from dialing for PreReport Definition or to placement of call for Predictive to end of wrap-up (sum of Time in seconds which Outbound calls are being dialed (only Preview) and are active (call duration without hold time) Average time in seconds which Outbound calls are being dialed (only Preview) and are active (call duration without hold time) Percentage of which Outbound calls are being dialed (only Preview) and are active (call duration without hold time) Time in seconds which Outbound calls are on hold (e.g. for queries) Average time in seconds which Outbound calls are on hold (e.g. for queries) Percentage of which Outbound calls are on hold (e.g. for queries) Time in seconds which Outbound calls are in the wrap-up stage (after active Outbound calls until HandleTime HandleTime / HandleTime HandleTime / DNTransferred OutboundReserved / OutboundReserved / OutboundTalkTime OutboundTalkTime / OutboundTalkTime / OutboundHoldTime OutboundHoldTime / OutboundHoldTime / OutboundWrapupTime Bucher + Suter AG Page 4 / 5

5 AvgOutboundWrapupTime PerOutboundWrapupTime Average time in seconds which Outbound calls are in the wrap-up stage (after active Outbound calls until Percentage of which Outbound calls are in the wrapup stage (after active Outbound calls until agents are available again) OutboundWrapupTime / OutboundWrapupTime / Bucher + Suter AG Page 5 / 5