dmAnswers14 CCNum report

Used to monitor and assess the way in which dmAnswers14 calls are handled by agents on CCNumbers

Calls

Call Placed BLT - When the call to the CCNumber was initiated. BLT = British Local Time (so GMT or BST)

Connected BLT - When the call was answered (blank if it was never answered)

Terminated BLT - When the call hung up (or when when ringing was abandoned/timed-out)

CCNum - The CCNumber being called

CC - The name of the Call Centre (useful when the report spans multiple Call Centres)

Ring dur/s - How long the call to CCNum was ringing before being answered or abandoned

Cnct dur/s - How long the agent spent connected to the caller

saaddr - The Customer account ref

totcost/£ - How much the customer was billed for this call

btariff- For development purposes

dm_calldesc - For development purposes

zoom - Link to full information and call recording (will be made accessible to CC Managers soon)

Stats

Calculated independently for calls that were answered and those that weren't...

Q - How many in the report period

AvgRingDur/s - The mean ring duration in seconds

AvgCnctDur/s - The mean call duration in seconds (connected calls only!)

TotCnctDur/mins - The total call duration in minutes 

An14 Jobs

This is a job-oriented view of performance (a "job" is the result of a call and is created when the agent presses the "Finished" button on the answering screen). Currently a bit of a "work in progress".

ActivityID - the unique ID of the Job

AnswerMode - FD=FrontDesk, MD=MessageDesk

AgentDMID - The DMID of the agent who took the call. If this is not known, then the IP address they popped the answering screen from

RatingDMC - The rating of the call by dmClub (if rated)

RatingCust - The rating of the call by the customer (if rated) - note that there is currently no facility for customers to rate calls!

Action - link to full information on the call (and recording)