3.14 Evaluate reports
VisualGroups reports are created as PDF files per queue. The reports are used to evaluate the performance of a queue on the one hand and the behaviour of individual agents on the other. If you have more than one queue you receive an additional report with a summary of all queues.
 
For queues where no calls have been detected in the logging time, there will be no reports. The queues will, however, appear in the summary.
 
VisualGroups reports include the following reports:
Queues
*Total of all Calls
*Answered calls
*Missed calls
*Average talk time of all users
*Average waiting time of all callers
*Service level: Service level, relation between answered and missed calls (including missed calls due to forwarding)
Example:
A queue has a total of 10 calls and, 6 of them have been taken and 4 missed. 2 of the missed calls have been forwarded to a number defined by the Administrator ("Missed due to forwarding").
In this case the service level is 60%.
 
If in this period no calls have been received the service level is 100%.
 
*Redirection: Cause of the forwarding of calls to a number defined by the Administrator
*Accepted by forwarding: Amount of calls that have been forwarded to a number defined by the Administrator.
 
Forwarding and Missed by forwarding appear only if an appropriate number has been defined and calls have been forwarded in this specific time frame.
See also the Swyx Documentation for administrators.
 
*Impact of the forwarding on the service level in percent ("-" = negatively)
 
Calculation formula: 100% * Answered / (Answered + Missed)
 
Users
 
The user information appear only if the user-specific information have not been deactivated in the report. See User information in report.
 
*Answered calls (answered personally by the user + forwarded by other users)
 
For a call which has been forwarded to a user by another user two calls will appear in the report.
 
*Percentage of total of answered calls in the queue
*Missed calls
 
The number of your own missed calls can be higher than the total number of missed calls. If a call is forwarded to a user more than once, e.g. one time automatically by system and one time by another user, each failed call delivery attempt is counted as a missed call of the respective user. For a queue a call is only counted as missed if the call is not answered by a user within the defined maximum waiting time for callers.
 
*Percentage of total missed calls in the queue
*Average talk time
*Relative percentage of total talk time in the queue
Example 1:
A queue has a total of 40 calls and an average talk time of 2:00 min.
User A with an average talk time of 3:00 min has a value of +50% since 3:00 min are 1 min more than the total average of 2:00 min and 1 min is 50% of 2:00 min.
User B with an average talk time of 1:30 min has a value of -25% since 1:30 min are 30 sec less than 2:00 min and 30 sec is 25% of 2:00 min.
Example 2:
A queue has a total of 8 calls.
User A has 7 answered calls with an average talk time of 2:00 min.
User B has 1 answered call with an average talk time of 10:00 min.
The total average talk time in the queue is (7 x 2) + (1 x 10) = 24 / 8 = 3:00 min.
Answered calls, Missed calls and Average talk time
 
The number of missed calls may differ between a queue and users. If a user does not answer a call, this is counted as a missed call for him. If another user in the queue then takes the call, it is counted as answered at the queue level.
 
Queue
Users
Answered calls
Total of calls which have been answered by all users of the queue
Both, automatically forwarded calls and calls forwarded by other users, which have been answered by the user
Missed calls
no user has answered the call within the defined maximum waiting time
the caller dropped the call before a user could answer the call
the user has not answered the call within the defined time
the caller dropped the call before the user could answer the call
Average talk time
Average talk time of all users, calculated from the total talk time of all calls
Average talk time, calculated from all calls the user has answered, including calls forwarded by other users