Five9 Virtual Contact Center

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1 Cloud Contact Center Software Five9 Virtual Contact Center Call Segment Reference June 2017 Use this document to understand how call segments relate to each type of call processed by the Five9 Virtual Contact Center (VCC) software and to help you interpret call logs. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2017 Five9, Inc.

2 About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information, visit Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Dashboards and Reports Catalog

3 What s New in This Guide Chapter 2 This table lists the changes made in the last releases of this document: June 2017 Updated the call segments graphics. iii Dashboards and Reports User s Guide

4 Multi-Channel Interaction Segments Call Events Description of Call Legs and Events Call Flow Examples Call Events The information in this table applies to the data source RESULT column. Answered Hold Rejected Switched Not Ready Barge In Incoming Call Retrieve from Hold Transfer to 3d party Call merge Incoming voice mail Retrieve from Park Transfer to Agent Conference Leave Conference Ring-No-Answer Transfer to IVR Consult Originating Call Ring Timeout Transfer to Skill 1 Dashboards and Reports User s Guide

5 Consult Initiated Force Stop Park Skill Transfer Warm Transfer Disconnected Queue Timeout Silent Monitoring Whisper Coaching Error While Dialing Description of Call Legs and Events This section describes call log segments. Following the table is a visual representation of each segment in the main types of calls. Bill Time and Call Time are part of every call. All other segments and events are displayed only if the call includes a warm conference, cold transfer, third-party transfer, or consultation. Code Segment Description G After-call work time Answering-machine detection Time spent finishing call-related work after disconnecting but before selecting a disposition. This leg occurs also when the agent leaves the call after a transfer or consultation with a third party. Appears in the call log but is not measured. 1 Bill time (rounded) Starts when the agent answers the call (leg 1) and ends when the agent disconnects the call in the last leg. In inbound calls, bill time starts when the IVR engages the call. In outbound calls, bill time starts when the call is created. Bill Time is calculated for each leg of a call because each leg, such as transfer or conference, is considered a separate call. Therefore, the call log contains as many Bill Times as call legs. 2 Call time Elapsed time between call connection and disconnection. For inbound calls, connection occurs when the call is picked up by the IVR script. For outbound calls, connection occurs when the call is answered. For all call types, the time in milliseconds is rounded up if equal to or more than.500 ms or rounded down if less than.500 ms. Therefore, the duration that you see in reports may be one second more or less than the actual time of the call. 7 Conference time Optional. Duration of the conference leg between the agent and other parties. 2 Dashboards and Reports User s Guide

6 Code Segment Description Handle time Occurs only if an agent is involved in the call. Starts when the agent answers the call and ends when the agent selects a disposition. Other events may occur during the overall handle time. 3 IVR time Optional. Starts when the call enters the IVR script and ends when the call reaches the ACD. Code segment Description A Queue time Optional. Starts when the call enters the ACD and ends when the agent answers the call. B Ring time Optional. Time between two events when the phone is ringing. Ring time does not appear in calculations because it is not measured. Manual time Optional. Starts when the agent creates the call and ends when the agent selects a disposition. H Preview time Optional. Time spent reviewing a record before calling the record s phone numbers. 3 Dashboards and Reports User s Guide

7 Code Segment Description 4 Occurs only if an agent is involved in the call. Starts when the agent answers the call and ends when the agent disconnects the call. Total talk time includes hold, park, and consultation times. Code segment Description D less hold and park Occurs only if an agent is involved in the call. Starts when the agent answers the call and ends when the agent disconnects the call. Excludes hold, park, and consultation times. E Hold time Optional. Starts when the agent places the call on hold and ends when the agent retrieves it. A call may have multiple hold times. F Park time Optional. Starts when the agent parks the call and ends when the agent retrieves or transfers it. A call may have multiple park times. While a call is parked, the agent may make or receive another call. All call legs are counted. 6 Consultation time Optional. Time spent speaking with another agent, supervisor, or third party before connecting the caller or called party to the call. 8 Third-party talk time Optional. of third parties after the agent transfers the call or leaves the conference. 5 Transfer dial time Optional. Starts when the transfer number of an active call is dialed and ends when the third party answers the call. Dial time appears in the call log but is not measured. 4 Dashboards and Reports User s Guide

8 Call and Interaction Segments Manual Time Handle Time A Bill time (rounded) B Call time Rounding Optional segments C Preview time D Dial time E Answering machine detection F IVR time K L M Queue wait time Ring time G (includes hold, park, & consultation) - [hold & park] N Hold time O Park time P Consultation time H Transfer dial time (not measured) I Conference time J Thirdparty talk time Aftercall work Types of calls Segments and events Inbound Inbound with conference Inbound with warm transfer Agent to agent Third-party cold transfer or conference A B F G K L M N O A B F G H P I J K A B F G H K L M N A B F G H J M O A B F G H P I J L M N O O Outbound Outbound with conference Outbound with warm transfer A B F G A B F G A B F G K L M N O H P I J K H K L M N L M N O O Autodial campaign without agent Autodial campaign with transfer Preview call Preview call with warm transfer Manual A B F A B F G H K L M N O A B C G H K L M N O A B C H P I N A B D G M N O 5 Dashboards and Reports User s Guide

9 The highlighted fields indicate that the segment could appear in the call log for that type of call. Call Type Inbound Call Inbound with thirdparty transfer Description In the first inbound call, the Talk Time Less Hold and Park and the Consult time add up to the total Talk Time. In the inbound call with third-party transfer, each leg has a Bill Time and a Call Time duration. The Bill Time for the inbound call includes the entire elapsed time of both calls. The third-party transfer leg started 12 seconds after the inbound call began. The total charge for this call includes both Bill Time segments. Call Flow Examples These call flows contain the most comment segments that may occur during calls. Optional segments are represented by broken lines. For example, calls with third-party transfers have additional third-party talk time, and call surveys have additional IVR Time associated with the call survey campaign. Autodial Campaign Call Without Agent Autodial Campaign Call with Transfer Inbound Call Outbound Campaign Call Inbound or Outbound Call with Warm Conference Manual Call Preview Call Skill Voic 6 Dashboards and Reports User s Guide

10 Autodial Campaign Call Without Agent Call created Answering/Fax Call machine detected answered (AM+FD) Call disconnected Third party hangs up Dial time AM+FD IVR time Message or announcement time Billing time (rounded) Duration Additional billing time and duration for third-party transfers Autodial Campaign Call with Transfer The transfer may be to an agent or a queue. Call created Call answered Answering/Fax machine detected (AM+FD) Call answered Handle time Call disconnected Disposition selected Dial time AM+FD IVR time After-call work time Skill transfer queue time Hold & park Billing time (rounded) Duration Additional billing time and duration for third-party transfers 7 Dashboards and Reports User s Guide

11 Inbound Call Incoming call Call answered Handle time Call disconnected Disposition selected IVR time After-call work time Queue time Hold & park Billing time (rounded) Duration Additional billing time and duration for third-party transfers Outbound Campaign Call Call answered Handle time Disposition selected Call created Call answered Answering/Fax machine detected (AM+FD) Call offered to agent Disconnect or cold transfer Transfer dial time (not measured) After-call work time for cold transfer Dial time AM+FD Queue time Ring time After-call work time Billing time (rounded) Hold & park Duration Additional billing time and duration for third-party transfers 8 Dashboards and Reports User s Guide

12 Inbound or Outbound Call with Warm Conference This scenario contains two calls. The conference is the second call. The optional after-call work time segment may occur in two locations: When the agent leaves the call if the agent leaves the call after the third-party is added to the conference. When the agent disconnects at the end of the call if the agent participates in the conference with the third party. Call 2 answered Handle time Disposition selected Call 1 created or answered Talk, hold, and/or park time Start conference Add third-party warm conference participant Transfer dial time (not measured) Complete conference to connect all parties Optional consultation time Optional after-call work time when agent leaves after consultation Optional third-party talk and conference times Disconnect Optional after-call work time for warm conference when agent stays on call Call 1 billing time spans entire call Duration of calls 1 and 2 Call 2 billing time (rounded) Duration of call 2 Additional billing and call times for third-party transfers 9 Dashboards and Reports User s Guide

13 Manual Call For manual calls, time is recorded as soon as the agent starts to dial. Manual time Disposition selected Call answered Call disconnected Dial Time Handle time After-call work time Hold & park Billing time (rounded) Duration Additional billing time and duration for third-party transfers 10 Dashboards and Reports User s Guide

14 Preview Call Preview started Call initiated Call answered Handle time Disposition selected Call disconnected Preview time Dial time After-call work time Hold & park Billing time (rounded) Duration Additional billing time and duration for third-party transfers Skill Voic This illustration shows the metrics used to calculate skill voic routed to agents who have permission to process these voic messages. In the State Statistics of the Agent data source, processing time corresponds to ON VOIC TIME. Voic message to be routed to agent Voic message accepted Message processed or deleted: disposition set Queue wait time Processing time, Including callbacks 11 Dashboards and Reports User s Guide

15 Multi-Channel Interaction Segments Multi-Channel Interaction Segments This illustration shows the metrics used to calculate Group SLAs (text interaction queues) and Agent KPIs for social, , and chat interactions: Group SLA Agent KPI Queue Time First Response Time First Response Time Progress Time Resolution Time Group Handle Time Handle Time Session start time Assignment Group handle time Closed Agent handle time Queue time First response time Last open disposition Progress time Resolution time 12 Dashboards and Reports User s Guide

16 Multi-Channel Interaction Segments Multichannel. Interaction Segment Segment Description Queue Time First Response Time (Group SLA metric) Starts when the item enters the queue and ends when the item is either automatically assigned or manually selected by an agent (Time of Assignment). Start Time: Because of network traffic, connection speeds, and other issues, delays may occur between posting time (publication date) by the author and arrival in the agent s queue. Average Queue Time (AQT): Average time for all text items until they are assigned to or selected by an agent. Maximum Queue Time (MQT): Longest time for a text item until they are assigned to or selected by an agent. If this metric is unusually high for an extended period of time, you may need to resolve a service level problem for the group. Calculated for groups and individual agents from Start Time until the first response, which may differ depending on the source of the interaction: Twitter question: Initial response received from a Twitter author. The agent responds to a Twitter interaction received in the Social tab of the agent application. or chat request: Initial response may be an automated or manual welcome. Group SLA metric Group First Response Time = Average Queue Time + Average Agent s First Response Time Average First Response Time: Average time between Start Time and first responses of all items for the group during the specified interval. Maximum First Response Time: Longest time for a first response for the group during the specified interval. Agent SLA metric First Response Time: Time of Assignment to initial outreach in response to an engagement request. Average First Response Time: Average time between assignment and first outreach for all text engagements during the specified interval. Calculated separately from the agent s disposition activities during that interval. Maximum First Response Time: Longest time between the Time of Assignment and the first response to any text engagement request during the specified interval. 13 Dashboards and Reports User s Guide

17 Multi-Channel Interaction Segments Interaction Segment Progress Time Segment Description (Agent KPI metric) Interval between Time of Assignment and the beginning time of the last open disposition for a text engagement. Agents may set multiple dispositions while processing a text interaction. Progress time indicates the duration of the active work from the time of assignment until the final disposition. Average Progress Time (APT): Average time between Time of Assignment and the beginning time stamp of the last open disposition for all items handled during the specified interval. Indicates time spent by the agent to review items and decide what type of outreach to apply. Maximum Progress Time (MPT): Longest time between Time of Assignment and the beginning time stamp of the last open disposition for a text item. Indicates time spent by the agent to review an item and begin to process that item. Resolution Time (Agent KPI Metric) Time from the beginning of the last open disposition to closing the interaction. Average Resolution Time: Average time from the last open disposition to closing the interaction during a specified interval. Indicates time spent by an agent to resolve open items. Maximum Resolution Time (MRT): Longest time from the last open disposition to closing the interaction. Indicates time spent by the agent to resolve open items. Handle Time (Agent KPI Metric) Time from assignment to closed disposition. Handle time = Talk Time + Hold Time + Wrap Time Average Handle Time (AHT): Average time spent handling calls. This metric is in based on Handle Time and calculation of the average. Maximum Handle Time (MHT): Longest time for an interaction from assignment to closing during a specified interval. Group Handle Time (Group SLA metric) Time from Start Time to closed. Average Handle Time (AHT): Average time for all text interactions from Start Time to closing during a specified interval. 14 Dashboards and Reports User s Guide

18 Multi-Channel Interaction Segments Interaction Segment Segment Description Maximum Handle Time (MHT); Longest time for an interaction from Start Time to closing during a specified interval. Supervisors can monitor how agents respond to the workload by rerouting interactions as needed. Closed Time when the agent set the final disposition for the interaction. 15 Dashboards and Reports User s Guide