Overview
Sharpen’s expansive data set and reporting engine (Insights) allows for powerful and granular data access. With the variety of data available, sometimes its nice to have a simplified view of high level aggregate data. This document details the description and backend query for each of the following common Contact Center measures relating to inbound interactions.
Q Offered [internal Confluence reference, not a working link]
Answered [internal Confluence reference, not a working link]
Abandoned [internal Confluence reference, not a working link]
Flow Out [internal Confluence reference, not a working link]
External Transfer [internal Confluence reference, not a working link]
Callback [internal Confluence reference, not a working link]
Q Offered[unsupported Confluence macro not migrated: anchor]
The Q Offered field counts the sum of interaction segments which have uniquely entered a Q. This could result in an answered, abandoned, or flow-out interaction. Please note: Sharpen considers callbacks to be answered interactions once handled.
Examples:
Interaction routes to Q “ABC”
1 Q Offered
Interaction routes to Q “ABC,” waits without answer and the caller chooses to have a callback
1 Q Offered
Interaction routes to Q “ABC,” hits the max wait condition and routes to Q “XYZ”
2 Q Offered
1 Q Offered to Q “ABC”
1 Q Offered to Q “XZY”
Summary query
sql 0 ) ) AND ( commType != "phoneCall" AND ( transferType != "callback" OR transferType IS NULL ) ) ) OR ( queueID != "" AND transferType = "exitNoAgen" ) THEN 1 ELSE 0 END )]]>Unique records query
sql 0 ) ) AND ( commType != "phoneCall" AND ( transferType != "callback" OR transferType IS NULL ) ) ) OR ( queueID != "" AND transferType = "exitNoAgen" ) THEN 1 ELSE 0 END]]>Answered[unsupported Confluence macro not migrated: anchor]
The Answered field represents an interaction segment which has an answeredTime and an associated user, identified through the username or agent name fields. An answered interaction is one of the contributors to offered, and thus, can occur more than once for a single queue call manager ID if transfers are involved.
Example:
Interaction routes to Q “ABC.” There are available agents and the interaction is automatically routed to Agent A. Agent A is alerted and picks up the interaction.
1 interaction segment
Segment 1 is counted as
Q OfferedandAnswered
Summary query
sql 0 AND commType != "phoneCall" THEN 1 ELSE 0 END )]]>Unique records query
sql 0 AND commType != "phoneCall" THEN 1 ELSE 0 END]]>Percentage query
sql 0 AND commType != "phoneCall" THEN 1 ELSE 0 END ) / SUM( CASE WHEN ( queueID != "" AND ( answerTime != endTime OR ( answerTime IS NULL AND endTime IS NOT NULL ) OR ( answerTime = endTime AND waitTime > 0 ) ) AND ( commType != "phoneCall" AND ( transferType != "callback" OR transferType IS NULL ) ) ) OR ( queueID != "" AND transferType = "exitNoAgen" ) THEN 1 ELSE 0 END ) * 100 ), 2 )]]>Abandoned[unsupported Confluence macro not migrated: anchor]
The Abandoned field represents an interaction segment which entered a queue, but was ultimately not answered. The caller’s patience for waiting in queue was exhausted and the caller hangs up. Only live interaction types can be considered abandons due to their inherent nature of being able to disconnect before assignment occurs. In addition, only interactions with waitTime can abandon.
Example:
Interaction routes to Q “ABC.” The caller waits for 5 minutes, but then chooses to disconnect.
1 interaction segment
Segment 1 is counted as
Q OfferedandAbandoned
Summary query
sql 0 ) OR ( username != "" AND answerTime = endTime AND waitTime > 0 ) THEN 1 ELSE 0 END )]]>Unique records query
sql 0 ) OR ( username != "" AND answerTime = endTime AND waitTime > 0 ) THEN 1 ELSE 0 END]]>Percentage query
sql 0 ) OR ( username != "" AND answerTime = endTime AND waitTime > 0 ) THEN 1 ELSE 0 END ) / SUM( CASE WHEN ( queueID != "" AND ( answerTime != endTime OR ( answerTime IS NULL AND endTime IS NOT NULL ) OR ( answerTime = endTime AND waitTime > 0 ) ) AND ( commType != "phoneCall" AND ( transferType != "callback" OR transferType IS NULL ) ) ) OR ( queueID != "" AND transferType = "exitNoAgen" ) THEN 1 ELSE 0 END ) * 100 ), 2 )]]>Flow Out[unsupported Confluence macro not migrated: anchor]
The Flow Out field represents interaction segments which have entered a Q, but have systematically transferred to another destination (another Sharpen Q, voicemail, etc), without having been assigned to an agent. The most common Flow Outs are a result of Sharpen Q “Exit No Agents,” or “Max Wait” configurations. Please note: Sharpen’s standard Flow Out measure does note include interactions which result in being a callback.
Example:
Interaction routes to Q “ABC.” There are no available agents in queue at the time of routing. Being subject to the “Exit No Agents” configuration sends the caller to an overflow Q. Agent B is assigned the interaction and picks it up the overflow Q
2 interaction segments
Segment 1 is counted as
Q OfferedandFlow OutSegment 2 is counted as a
Q OfferedandAnswered
Summary query
sqlUnique records query
sqlPercentage query
sql 0 ) ) AND ( commType != "phoneCall" AND ( transferType != "callback" OR transferType IS NULL ) ) ) OR ( queueID != "" AND transferType = "exitNoAgen" ) THEN 1 ELSE 0 END ) * 100 ), 2 )]]>External Transfer[unsupported Confluence macro not migrated: anchor]
The External Transfer field, while not a contributor to Q Offered, does provide reference to the final segment of a voice-based interaction which was sent to another telephony destination outside of the Sharpen environment.
Example:
Interaction routes to Q “ABC,” waits for 2 minutes, being subject to the “Max Wait” configuration which sends the caller to an external answering service.
1 interaction segment
Segment is counted as
Q OfferedSegment is counted as a
Flow OutTransfer To Type= “extNumber”Transfer To Data= destination number for external transfer
Summary query
sqlUnique records query
sqlCallback[unsupported Confluence macro not migrated: anchor]
The Callback field is available for those needing to see callback interactions at a more granular level. Sharpen’s callbacks typically come in the form of 1 segment representing the waiting interaction, and the second segment referencing the converted callback. Though there are two segments, the interaction is counted as 1 callback.
Example:
Interaction routes to Q “ABC,” waits for 2 minutes, hitting the callback timed bot, and is prompted for callback. The customer chooses to have a callback. The call back is routed within Q “ABC” and is answered by Agent A.
2 interaction segments
1st segment represents conversion to callback and is represented by this
callbackfield2nd segment represents
Q Offeredinteraction, which is classified asAnswered