PoC by Half Hour Data Download Report

Required security profile permissions: Data Download View

The PoC by Half Hour data download report (350023) displays a list of all active points of contacts in the specified time period, reporting the activity by the half hour. Information includes the associated campaignA grouping of skills used to run reports. and skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, the number of agents active on the point of contact, the time spent there, SLA metrics, and number of abandons.

Select Report Option

See Data Download for details about all options available in the Select Report Option section when you run a data download report.

Columns

Campaign_No

The unique, system-generated ID of the campaign to which the point of contact's default skill belongs.

Skill_No

The unique, system-generated ID of the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge contacts enter through the point of contact.

Halfhour_Code

The code corresponding to the half hour of the day that the activity occurred. Each half hour is numbered 1-48 starting with 1 at 12:00 AM - 12:30 AM and ending with 48 at 11:30 PM - 12:00 AM.

Agent_Cnt

The total number of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on start_date that were delivered to an agent.

Agent_Time

The amount of time in seconds the contact spent conversing with an agent.

The total amount of time the contacts who entered the system using the point of contact on the indicated date spent conversing with an agent.

In_SLA

The total number of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge through the point of contact on the date indicated that were handled within the required SLA.

Out_SLA

The total number of contacts who entered the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge through the point of contact on the date indicated that were handled outside the required SLA.

Start_Date

The date within the specified time period on which the events in the row began to occur. It has a format of MM/DD/YYYY HH:MM.

Abandon_Cnt

The total number of contacts who abandoned the connection to the point of contact before being handled by an agent.

Abandon_Time

The amount of time in seconds contacts spent in the system through the point of contact before abandoning the call.