Cross-Channel Interaction Volume

This report provides information on trends in interaction (email, chat, and phone) volume. It shows the following:

• Number of emails, chats, and phone calls handled in various queues

• Emails, chats, and phone calls handled at the service level

• Average time that an email, chat or phone interaction is in the queue

• Average handle time

Use this report to measure volume of inquiries across the email, chat, and phone channels. The report can be useful in projecting staffing needs across channels.

Scroll down to view a description of the results of the report.

DB View

This report maps to this DB View: CCCallVolumeDateView.

Output

Output Format

To change the output format, select the Advanced Run icon . The output formats are DHTML, HTML, Applet, PDF, text, Excel, PS (PostScript), RTF, and XML.

Enter Parameter Values

Content

Report on

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Group by

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Find Criteria

All

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Date Range

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• Today

• This Week

• This Month

• This Year

• Yesterday

• Last Week

• Last Month

• Last Year

Fields

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Chat Service Level (in Minutes)

For chat only: provide input in minutes only.

Queue In

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Name

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Date Predefined Range

Select the date range you want to search from the menu. The choices are:

• Today

• This Week

• This Month

• This Year

• Yesterday

• Last Week

• Last Month

• Last Year

Date Value Range

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• Beginning Date – Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.

• Ending Date – Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Report results