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Fields for Call Management reports

In step 2 of reports for Calls, a variety of fields to report on are listed. Find a brief explanation of these fields in the relevant sections.

Number fields

The performance indicators under the Number heading are explained below.

remark

A call is counted as Resolved according to the setting ‘Call is resolved when Completed or Closed’ in Settings > Module Settings > Call Management > General.

Table 1. Number fields

Performance indicator

Meaning

Open at beginning of time span

All calls that are open at the beginning of the time span selected in step 1.

Open and breached at beginning of time span

All calls that are open at the beginning of the time span selected in step 1 and where the target date has been breached.

Logged

All calls logged during the selected time span.

Logged and breached

All calls logged during the selected time span where the target date has been breached.

Logged and achieved

All calls logged in the selected time span where the target date has been achieved.

Logged and attainable

All calls logged in the selected time span where the target date can still be achieved.

Logged and resolved

All calls logged in the selected time span that were resolved during that period.

Resolved

All calls that were resolved during the selected time span.

Resolved and breached

All calls resolved in the selected time span where the target date was breached.

Resolved and achieved

All calls resolved in the selected time span where the target date was achieved.

Open at end of time span

All calls open at the end of the time span selected in step 1.

Open and breached at end of time span

All calls that were open at the end of the time span selected in step 1 where the target date was breached.

Escalated

All calls closed in the selected time span that have been escalated at least once.

De-escalated

All calls closed in the selected time span that have been de-escalated at least once.



Services fields

The performance indicators under the Services header are explained below.

remark

A call is counted as Resolved according to the setting ‘Call is resolved when Completed or Closed’ in Settings > Module Settings > Call Management > General.

Table 2. Services fields

Performance indicator

Meaning

Open at beginning of period and SLA target date breached

All calls that are open at the beginning of the time span selected in step 1 and where the service target date has been breached.

Open at end of period and SLA target date breached

All calls that are open at the end of the selected time span and where the service target date has been breached.

Created in period and SLA target date not yet breached

All calls logged during the selected time span where the service target date was not breached (yet).

Created in period and SLA target date breached

All calls logged during the selected time span where the service target date has been breached.

Responded in period and Response target date achieved

All calls first responded to in selected time span and where the response target date was not breached.

Responded in period and Response target date breached

All calls first responded to in selected time span and where the response target date was breached.

Resolved in period and SLA target date achieved

All calls resolved during the selected time span where the service target date has been achieved.

Resolved in period and SLA target date breached

All calls resolved during the selected time span where the service target date has been breached.



Time Spent fields

The performance indicators under the Time Spent heading are explained below.

remark

Partial calls can be included in the time spent calculations or left out. This can be indicated in Settings > Module Settings > Call Management > Reports > Partial Calls.

Table 3. Time Spent fields

Performance indicator

Meaning

Time Spent

Total registered time spent in the time span selected in step 1.

Average time spent

Average registered time spent in the time span selected in step 1.



Duration fields

The performance indicators under the Duration heading are explained below. See Duration Reports and KPIs with On Hold and SLAs for an in-depth explanation.

remark

Which calls are included in the Duration performance indicators is dependent on the Call Management module settings. You can find these under Settings > Module Settings > Call Management > Reports. Here you can determine whether calls that are logged or closed in the period as chosen in step 1 of the Report Wizard are reported on. This can result in two very different reports.

Table 4. Duration fields

Performance indicator

Meaning

Total actual duration

Total actual duration grouped in the time span defined in step 1.

Average actual duration

Average actual duration grouped in the time span defined in step 1.

Maximum actual duration

Maximum actual duration grouped in the time span defined in step 1.

Minimum actual duration

Minimum actual duration grouped in the time span defined in step 1.

Total On hold duration

Total On hold duration grouped in the time span defined in step 1.

Average On hold duration

Average On hold duration grouped in the time span defined in step 1.

Maximum On hold duration

Maximum On hold duration grouped in the time span defined in step 1.

Minimum On hold duration

Minimum On hold duration grouped in the time span defined in step 1.

Total adjusted duration

Total duration minus On hold (taking into account the service window) grouped in the time span defined in step 1.

Average adjusted duration

Average duration minus On hold (taking into account the service window) grouped in the time span defined in step 1.

Maximum adjusted duration

Maximum duration minus On hold (taking into account the service window) grouped in the time span defined in step 1.

Minimum adjusted duration

Minimum duration minus On hold (taking into account the service window) grouped in the time span defined in step 1.

Total Resolved duration

Total actual duration that a call has been closed in the interim minus On hold grouped in the time span defined in step 1.

Average Resolved duration

Average actual duration that a call has been closed in the interim minus On hold grouped in the time span defined in step 1.

Maximum Resolved duration

Maximum actual duration that a call has been closed in the interim minus On hold grouped in the time span defined in step 1.

Minimum Resolved duration

Minimum actual duration that a call has been closed in the interim minus On hold grouped in the time span defined in step 1.

Total In progress duration

Total actual duration minus On hold, minus closed in the interim grouped in the time span defined in step 1.

Average In progress duration

Average actual duration minus On hold, minus closed in the interim grouped in the time span defined in step 1.

Maximum In progress duration

Maximum actual duration minus On hold, minus closed in the interim grouped in the time span defined in step 1.

Minimum In progress duration

Minimum actual duration minus On hold, minus closed in the interim grouped in the time span defined in step 1.



Costs fields

The performance indicators under the Costs heading are explained below.

remark

Which calls are included in the Costs performance indicators is dependent on the Call Management module settings. You can find these under Settings > Module Settings > Call Management > Reports. Here you can determine whether calls that are logged or closed in the period as chosen in step 1 of the Report Wizard are reported on. This can result in two very different reports.

remark

Partial calls can be included in the cost calculations or left out. This can be indicated in Settings > Module Settings > Call Management > Reports > Partial Calls.

Table 5. Costs fields

Performance indicator

Meaning

Costs

Costs (as registered on tab General or Costs of a call) for the time span defined in step 1.

Average Costs

Average costs for the time span defined in step 1.

Maximum Costs

Maximum costs for the time span defined in step 1.

Minimum Costs

Minimum costs for the time span defined in step 1.

Object Costs

Costs for objects for the time span defined in step 1.

Item Costs

Costs for items for the time span defined in step 1.

Total Costs

Total costs, including costs for items and objects (as shown on tab Costs of calls) for the time span defined in step 1.



Feedback fields

The performance indicators under the Feedback heading are explained below.

Table 6. Feedback fields

Performance indicator

Meaning

Feedback rating

The number of calls that were given a feedback rating.

Average feedback rating

The average feedback rating that was given by end users.