Omnichannel Sessions are handled slightly differently in reports compared to their single-channel counterparts. Consider the following scenario:
In this example the agent handles one voice, two chats, and one email with varying overlaps. While the voice contact (V1) is active, the agent’s time is associated with that contact even though the agent also worked on two different chats (C1, C2) and an email (E1). This is because voice contacts constantly require the agent’s attention even if that agent is also handling a digital contact (such as a chat or email). So while the working time for digital contacts is tracked based on when those contacts have focus in MAX (resulting in interruption periods), reporting for voice contacts will never show interrupted time as they are always active.
Omnichannel Session Handling (OSH) does not impact existing NICE inContact reports. For OSH-enabled business units, however, six new fields are available when creating custom reports in Central:
|
Field Name |
Description |
Value Type |
|---|---|---|
|
The Contact ID referencing the original contact that was elevated to create this contact. Each elevation contact will have a Parent ID. |
Contact ID |
|
|
Captures the time an agent spends working concurrently on a voice and other contacts at the same time |
Duration (seconds) |
|
|
Linear representation of agent handle time taking into consideration only the top-level contact |
Duration (seconds) |
|
|
Shows the relationship between the total contact handle time and the linear representation of the agent's handle time. This value can be over 100% if the agent concurrently handles voice and non-voice contacts. |
Percentage |
|
|
Shows the number of contacts that are elevated |
Count |
|
|
Number of times a contact has been elevated |
Count |
Since OSH fundamentally changes how agents can handle contacts, managers should take care how to interpret reports. Key Performance Indicators (KPIs) used before OSH may not be applicable when using OSH. For example, the average handle time for phone calls may be two minutes with Single-Channel Handling, but that average handle time could increase to three minutes if the agent is expected to concurrently handle phone, chats, and emails. In this example, it would be unreasonable to expect agents to maintain a two-minute handle time when, using OSH, they are now simultaneously handling other contacts.
