Reports Overview
Fenero Contact Center (FC2) comes with a set of built-in standard reports for monitoring agent, inbound, and outbound statistics. Reports display real-time information gathered from the system and are accessible via FC2’s Web-based reporting interfaces.
data storage tables
Reporting information is stored in several data tables in the system. The core primary tables used for reporting agent performance data are Inbound Call Log, Outbound Call Log, Agent Log, and Park Log.
- Inbound Call Log contains data such as average speed of answer, longest time in queue, calls abandoned in queue, internal call transfers between queues, and the final outcome of each call. This information is captured at the inbound group level.
- Outbound Call Log stores outbound calls placed, including autodials, manual dials, 3-ways, transfers, and the final outcome of each call. This information is captured on the campaign level.
- Agent Log stores agent staff time, aux time, available time, talk time, and after call work time at the campaign level. Inbound or Outbound filters applied when running this report will only include time information for active inbound and/or outbound calls only, not time an agent spent while unavailable.
- Park Log stores detail for every call placed on hold and is used to calculate hold time. This information is captured for any call placed on hold, regardless of the call type.
agent performance detail
FC2’s Agent Performance Detail report displays standard performance metrics by agent. The filtering options in this report are shown in the figure below and are described later in this document.
- Report Type – lets you determine the display layout of the final report. Report Type options include:
- Day by Half Hour: Displays report in 30-minute intervals from 12AM-11:59 PM
- Day by Hour: Displays report in 1-hour intervals from 12AM-11:59 PM
- Week by Day (Sun – Sat): Displays report in daily intervals from Sunday to Saturday
- Week by Day (Sat – Fri): Displays report in daily intervals from Saturday to Friday
- Month by Day: Displays report in daily intervals from the first to last day of given month
- Month by Week: Displays report in weekly intervals for the given month
- Year by Month: Displays report in monthly intervals for the specified year
- Custom Date Range: Uses the values of Start Date and End Date for the report’s date range
- Start Date – Specifies the starting date for data pulled for this report
- Campaign(s) – All agents must log in to a campaign using FC2 Agent. As a result, this option allows you to specify the campaign to display agent performance details
- ACD Group(s) – Allows you to specify one or more inbound groups used to filter results
- Users – Allows you to specify one or more agents to view in report’s output. List is automatically populated to only include agents with system activity on the Campaign(s) and/or ACD Group(s) selected in the previous filters.
definitions
Definitions of each measure in the Agent Performance Detail Report are shown in the table below.
|
Measure |
Definition |
|
Calls Handled |
Combined inbound and outbound calls routed to an agent. |
|
Inbound Calls |
Inbound calls routed to an agent. |
|
Outbound Calls |
Outbound calls routed to an agent. Includes manual outbound calls placed by an agent to external numbers. |
|
Calls Held |
Calls routed to an agent that were placed on hold. |
|
Internal Xfers In |
Calls transferred from other agents to current agent. |
|
Internal Xfers Out |
Calls transferred from current agent to other agents. |
|
External Out Calls |
Number of warm or cold transfer calls and 3-way conferences with a third party. |
|
AVG Handle Time |
Average time of Calls Handled by agent. Includes Talk Time and After Call Work time. |
|
AVG Handle Time w/Hold |
Average time of Calls Handled by agent. Includes Talk Time, After Call Work time, and Hold Time. |
|
AVG Talk Time |
Average Talk Time of Calls Handled by agent. |
|
AVG Talk Time w/Hold |
Average Talk Time of Calls Handled by agent, including Hold Time. |
|
AVG ACW Time |
Average After Call Work time for Calls Handled by agent. |
|
AVG Hold Time |
Average Hold Time for Calls Handled by agent. |
|
% Utilization |
Percentage of agent Talk Time over Staff Time. |
|
% Utilization w/Hold |
Percentage of agent Talk Time and Hold Time over Staff Time. |
|
% Utilization w/Hold+ACW |
Percentage of agent Talk Time, Hold Time, and After Call Work time over Staff Time. |
|
Staff Time |
Total time agent spent logged in and staff in system. |
|
Aux Time |
Total time agent spent in a ‘Not Ready’ state while staffed. |
|
Available Time |
Total time agent spent available waiting for calls to handle. |
|
Talk Time |
Total time agent spent talking to callers. |
|
After Call Work Time |
Total time agent spent in after call work (after call ended). |
|
Hold Time |
Total time agent spent placing customers on hold. |
|
% Talk Time |
Percentage of agent Talk Time over Staff Time, excluding Available Time |
Formulas
Formulas used for each measure in the Agent Performance Detail Report are shown in the table below. Please note that only formulated fields are displayed.
|
Measure |
Definition |
|
Calls Handled |
Sum (Inbound Calls + Outbound Calls) |
|
AVG Handle Time |
(Talk Time – Hold Time + After Call Work Time) / Calls Handled |
|
AVG Handle Time w/Hold |
(Talk Time + After Call Work Time) / Calls Handled |
|
AVG Talk Time |
(Talk Time – Hold Time) / Calls Handled |
|
AVG ACW Time |
After Call Work Time / Calls Handled |
|
AVG Hold Time |
Hold Time / Calls Handled |
|
% Utilization |
(Talk Time – Hold Time) / Staff Time * 100 |
|
% Utilization w/Hold |
Talk Time / Staff Time * 100 |
|
% Utilization w/Hold+ACW |
(Talk Time + After Call Work Time) / Staff Time * 100 |
|
Staff Time |
Aux Time + Available Time + Talk Time + After Call Work Time |
|
% Talk Time |
Talk Time / (Staff Time – Aux Time) |
Disposition summary
The standard Disposition Summary report provides insight into the outcome of every call answered in the system. This report offers simple filters that allow you to view outcomes of both inbound groups and outbound campaigns in a single view.
- Start Date – Specifies the starting date for data pulled for this report
- End Date – Indicates the end date for the report
- Campaign(s) – Allows you to specify the campaign from which outbound call dispositions will be reported
- ACD Group(s) – Allows you to specify one or more inbound groups used to filter results
The results of the Disposition Summary will vary based on the campaign-specific or inbound group-specific dispositions configured. If both Campaigns and Inbound Groups are selected, the report’s output will group all campaigns under the CAMPAIGNS sections followed by a list of each campaign and its disposition. The INBOUND GROUPS section will contain all selected inbound groups and their dispositions. A sample of this report’s output is shown in the figure below.
acd detail
ACD Detail reports call and time metrics for inbound queues. In addition to reporting similar metrics as the Agent Performance Detail report, ACD Detail includes queue-specific information including calls offered, service levels, and abandonment metrics.
- Date – Specifies the starting date for data pulled for this report
- Report – lets you determine the display layout of the final report. Report Type options include:
- Day by Half Hour: Displays report in 30-minute intervals from 12AM-11:59PM
- Day by Hour: Displays report in 1-hour intervals from 12AM-11:59PM
- Week by Day (Sun – Sat): Displays report in daily intervals from Sunday to Saturday
- Week by Day (Sat – Fri): Displays report in daily intervals from Saturday to Friday
- Month by Day: Displays report in daily intervals from the first to last day of given month
- Month by Week: Displays report in weekly intervals for the given month
- Year by Month: Displays report in monthly intervals for the specified year
- ACD Groups – Allows you to specify one or more ACD groups used to filter results
definitions
Definitions of each measure in the ACD Detail Report are shown in the table below.
|
Measure |
Definition |
|
Calls Offered |
Calls offered to the inbound group’s ACD queue |
|
Calls Answered |
Calls offered to inbound group’s ACD queue answered by an agent |
|
Calls Held |
Calls Answered by an agent that were eventually placed on hold |
|
Calls Transferred |
Calls transferred from one agent to another, to the same or different queue |
|
Ext. Out Calls |
Number of warm or cold transfer calls and 3-way conferences with a third party. |
|
Calls Abandoned |
Calls offered to inbound group’s ACD queue abandoned while in queue |
|
% Abandoned |
Percentage of Calls Offered that were abandoned while in queue |
|
Acceptable Service Level 1 |
Number of calls answered within the first service level threshold |
|
Acceptable Service Level 2 |
Number of calls answered within the second service level threshold |
|
AVG Handle Time |
Average time of Calls Answered by agents. Includes Talk Time and After Call Work time. |
|
AVG Handle Time w/Hold |
Average time of Calls Answered by agents. Includes Talk Time, After Call Work time, and Hold Time. |
|
AVG Talk Time |
Average Talk Time of Calls Answered by agents. |
|
AVG ACW Time |
Average After Call Work time for Calls Answered by agents. |
|
AVG Hold Time |
Average Hold Time for Calls Answered by agents. |
|
AVG Speed of Answer Time |
Average time it took for Calls Answered to route to available agents. |
|
Longest Call In Queue |
Longest time a call spent in queue waiting for an available agent. |
|
AVG Abandoned Time |
Average time callers waited before abandoning calls. |
|
% FTE Utilization |
Percentage of agent Talk Time over Staff Time. |
|
% FTE Utilization w/Hold |
Percentage of agent Talk Time and Hold Time over Staff Time. |
|
% FTE Utilization w/Hold+ACW |
Percentage of agent Talk Time, Hold Time, and After Call Work time over Staff Time. |
|
Staff Time |
Total time agent spent logged in and staff in system. |
|
Aux Time |
Total time agent spent in a ‘Not Ready’ state while staffed. |
|
Available Time |
Total time agent spent available waiting for calls to handle. |
|
Talk Time |
Total time agent spent talking to callers. |
|
After Call Work Time |
Total time agent spent in after call work (after call ended). |
|
Hold Time |
Total time agent spent placing customers on hold. |
|
% Talk Time |
Percentage of agent Talk Time over Staff Time, excluding Available Time |
|
Billable Time |
Total time agent spent talking and in after call work |
|
Billable Time w/ Hold |
Total time agent spent talking and in after call work, including hold |
|
Productive Time |
Total time agent spent available, talking, and in after call work |
|
% Productive Time |
Percentage of agent available, talk, and after call work over Staff Time. |
Formulas
Formulas used for each measure in the ACD Detail Report are shown in the table below. Please note that only formulated fields are displayed.
|
Measure |
Definition |
|
% Abandoned |
Calls Abandoned / Calls Offered |
|
Acceptable Service Level 1 |
Count of Calls Answered within X1 Seconds / Calls Answered |
|
Acceptable Service Level 2 |
Count of Calls Answered within X2 Seconds / Calls Answered |
|
AVG Handle Time |
(Talk Time – Hold Time + After Call Work Time) / Calls Handled |
|
AVG Handle Time w/Hold |
(Talk Time + After Call Work Time) / Calls Handled |
|
AVG Talk Time |
(Talk Time – Hold Time) / Calls Handled |
|
AVG ACW Time |
After Call Work Time / Calls Handled |
|
AVG Hold Time |
Hold Time / Calls Handled |
|
AVG Speed of Answer |
(Sum of Queue Seconds + Agent Alert Delay Seconds) / Calls Answered |
|
AVG Abandoned Time |
Calls Abandoned / Calls Offered |
|
% FTE Utilization |
(Talk Time – Hold Time) / Staff Time * 100 |
|
% FTE Utilization w/Hold |
Talk Time / Staff Time * 100 |
|
% FTE Utilization w/Hold+ACW |
(Talk Time + After Call Work Time) / Staff Time * 100 |
|
Staff Time |
Aux Time + Available Time + Talk Time + After Call Work Time |
|
% Talk Time |
Talk Time / (Staff Time – Aux Time) |
|
Billable Time |
(Talk Time – Hold Time) + After Call Work Time |
|
Billable Time x/ Hold |
Talk Time + After Call Work Time |
|
Productive Time |
Available Time + Talk Time – Hold Time + After Call Work Time |
|
% Productive Time |
(Available Time + Talk Time – Hold Time + After Call Work Time) / Staff Time |
ACD interval
ACD Interval displays standard performance metrics by 15-minute intervals. The filtering options in this report are shown in the figure below and are described later in this document.
- Start Date – Specifies the starting date for data pulled for this report
- End Date – Indicates the end date for the report.
- ACD Group(s) – Allows you to specify one or more ACD groups used to filter results
definitions
Definitions of each measure in the ACD Interval Report are shown in the table below.
|
Measure |
Definition |
|
Inbound Group |
Name of inbound group for which subsequent data is displayed. |
|
Date |
Date reported for data presented. |
|
Interval |
Interval for which data in rows are displayed. |
|
Talk Time |
The amount of time spent talking to a customer during time interval. |
|
Wrap Time |
The amount of time spent in after call work during time interval. |
|
Answered |
Number of calls answered by agents during time interval. |
|
Abandoned |
Number of calls abandoned during time interval. |
|
AVG Queue Time |
Average time spent in queue for calls answered during time interval. |
aht by disposition
FC2’s AHT by Disposition report displays standard performance metrics by dispositions. The filtering options in this report are shown in the figure below and are described later in this document.
- Start Date – Specifies the starting date for data pulled for this report
- End Date – Indicates the end date for the report.
- Inbound Group – Allows you to specify one or more inbound groups used to filter results
definitions
Definitions of each measure in the AHT by Disposition Report are shown in the table below.
|
Measure |
Definition |
|
Answered Calls |
Number of calls answered which resulted in the specified disposition. |
|
ACD Time |
Amount of talk time spent for calls with the specified disposition. |
|
ACW Time |
Amount of after call work time spent for calls with the specified disposition. |
|
Hold Time |
Amount of time on hold for calls with the specified disposition. |
|
AVG Handle Time |
Average handle time for calls with the specified disposition. |
outbound flash
The Outbound Flash Report is a great way to measure the performance of your outbound dialing campaigns. For each dialing list imported, Outbound Flash provides detailed specifics on lead analysis, which includes number of dials made, answered calls, contacts versus decision maker contacts, penetration percentages, abandoned calls, and workable leads remaining. It also provides specifics on time information, such as the number of full-time equivalents, or FTEs, and the total talk, wrap, and available time by agent.
- Start Date – Specifies the starting date for outbound data pulled in this report
- End Date – specifies the ending data for outbound data pulled in this report
- Lists – Allows you to specify one or more dialing lists for which you would like to report outbound list penetration, sales analysis, and disposition information.
definitions
Definitions of each measure in the Outbound Flash Report are shown in the table below.
|
Measure |
Definition |
|
Lead Analysis |
|
|
Dials |
Number of outbound dials made for the selected dialing lists |
|
Agent Connected Calls |
Number of calls answered that were routed to an agent |
|
Total Contacts |
Number of calls answered by agents that were contacts |
|
Total DM Contacts |
Number of contacts handled by agents that were right-party, or decision-maker contacts |
|
Workable |
Number of records still available for dialing in the selected dialing lists |
|
Non Workable |
Number of records in selected dialing lists that are considered closed |
|
Finalized |
Number of records in selected dialing lists that are considered closed |
|
Finalized by Max Attempts |
Number of records closed in selected dialing lists as a result of exceeding the maximum re-dial attempt for a contact |
|
Penetration % |
Percentage of selected dialing lists that have been penetrated by dialing activity |
|
Gross Leads |
Total number of records imported in system for selected dialing lists |
|
Finalized to Date |
Number of records closed from inception of dialing the selected lists up to the date specified in the column header |
|
Net Leads |
Number of records available for dialing. This metric represents the Gross Leads minus the records Finalized to Date |
|
Answered Calls |
Number of calls dialed that resulted in an answer |
|
Dropped Calls |
Number of calls dialed that were dropped/abandoned |
|
Transferred Calls |
Number of calls answered that resulted in a transfer |
|
Disconnected Calls |
Number of calls that resulted in a disconnect |
|
Sales Analysis |
|
|
Sales |
Number of answered calls that resulted in a sales disposition |
|
Time Analysis |
|
|
FTE |
Percentage of agent Talk Time, Hold Time, and After Call Work time over Login Time. |
|
Login Time |
Total time agent spent logged in and staff in system. |
|
Talk Time % |
Percentage of agent Talk Time over Login Time, excluding Idle Time |
|
Wrap Time % |
Percentage of time agent spent in after call work (after call ended). |
|
Idle Time % |
Percentage of time agent spent available waiting for calls to handle. |
|
Not Ready Time % |
Percentage of time agent spent in a ‘Not Ready’ state while logged in. |
|
Talk Time |
Total time agent spent talking to callers. |
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