Boolean Dimensions
Some dimensions are very simple, they categorize facts into two groups: true or false. This chapter covers such dimensions grouped into logical groups.
Service Task Queue Distribution Dimensions
When a Customer calls a Service, the call is distributed to Agents that work for this Service. The queue starts when distribution starts. The conversation tries to reach Agents one by one - according to their availability, traits, responsibility, and selection algorithm. The queue ends when Agent picks up the call, max queue time is reached, max retries count is reached. If waiting in queue is less than SLA set for the Service, a Task is considered to be 'in SLA' (IsInSla = 1), otherwise as 'Is not in Sla' (IsInSla = 0).
SLA is a configurable for a Service time amount that determines how long a task can be in queue and it will be a good speed of task response.
Dimension | Description |
|---|---|
IsQueued | Task was in a queue |
IsFirstAgentResolved | Agent who accepted the task was the first Agent to whom the task was distributed |
IsFlowOut | Agent who accepted the task is not in the first distribution group |
IsInSla | Task was in queue less than configured for the Service SLA time |
Service Task Losing Dimensions
Dimension | Description |
|---|---|
IsLostBeforeAccept | Task is lost before being accepted by the Service |
IsLostInIvr | Task is lost during Ivr time |
IsLostInQueue | Task is lost before an Agent accepted the task |
IsEarlyLost | The Task is marked IsLost and its duration from Start to End is less than Early Lost Threshold specified in Reporting configuration. |
StandByDutyIsLost | Task started during StandbyDuty period and the system tried to reach the Agent on external device, but Agent did not accept it |
StandbyDuty Dimensions
During a StandbyDuty, Agents accept calls using external devices. An Agent required to be on standby duty should be available during the period of standby at a known telephone number or other telecommunication link. Before accepting the call, the Agent has to enter the correct DTMF tone to be authorized. Usually it makes sense during off-duty hours.
Dimension | Description |
|---|---|
IsStandbyDuty | Task started during StandbyDuty period and the system tried to reach the Agent on external device |
StandbyDutyIsHandled | Service Task started during StandbyDuty period and Agent accepted the Service Task in StandbyDuty status and entered correct DTMF tone as well |
StandbyDutyIsLost | If task started during StandbyDuty period and the system tried to reach the Agent on external device, Agent not accepted |
StandbyDutyIsDtmfFailure | Service Task started during StandbyDuty period and Agent provided incorrect DTMF |
StandbyDutyIsUnreachable | Service Task started during StandbyDuty period Agent was unreachable |
StandbyDuty Dimensions
During a StandbyDuty, Agents accept calls using external devices. An Agent required to be on standby duty should be available during the period of standby at a known telephone number or other telecommunication link. Before accepting the call, the Agent has to enter the correct DTMF tone to be authorized. Usually it makes sense during off-duty hours.