LUCS deliverables include different reporting template files with focus either being on Agent or Service side.  

General Concepts

These concepts apply for Excel (with PowerQuery) and Power BI. 

  • Data Import is handled identical in both Excel and BI (connect to DB with credentials)
  • Available Filters, Facts and Dimensions taken from the DB 
  • Filters are all located at the left hand side of the report and apply for most tabs :

    FilterPurpose
    Started DateNarrows down the search results by date
    Task TypeAllows to filter by service / call direction or internal / external criteria

    Organisation Unit 

    Allows narrowing down of data sets according to criteria  of user choice (AND combined)

    • Per Organisation Unit
    • Per Agent
    • Per Task / State  (depending on report type)

    Some reports allow you to further personalize and filter the view experience. You can either add additional table rows (see 1 & 2) or filter them via the Icons (see circle)

Agent Reports

Tabs of the reports are explained for Power BI in the following:

Tab NamePurpose
Management View

Per-agent-related performance indicators such as worktime, time spent, call handling and transfers. 

Team- / Group View

Overall team / agent time-related performance (on-hold, work, accepted, handled, RONA, aborts, handled)

Service Charts

Service performance statistics, sortable by task, modality, organisation unit.  

Service Agent KPI

Measures taken per service call center, timing statistics and task results (missed, declined, accepted, transferred)

Direct Charts

Workday period evaluation related task results, preferred modality 

Direct Agent KPI

Average per agent kpi statistics like call time, time spent at work compared with time in calls

Agent State Overview

Agent presence states per daily work hour over a selected time period

Not Ready Reasons

Detailed not-ready-reasons and start / end times per agent, ou and reason

Agent Log On Time

Per-agent logging times sorted by duty, offduty and offline status

Agent Report Tabs

Service Reports

Tabs of the reports are explained for Power BI in the following:

Tab NamePurpose
OpeningHours Task Result GroupAverage time during service opening hours for IVR, queue- and connected time as well as task resolution percentage
NotOpeningHours Task Result GroupAverage time outside service opening hours for IVR, queue- and connected time as well as task resolution percentage
TaskResultGroupTask resolutions comparison in percentage and absolute per hour of day
HandledByUserManually tasks handling comparison per state (agent or target accepted, internal or external transfer), in percentage and absolute per hour of day
HandledByMachineAutomated tasks handling comparison by automated means (internal or external transfer success, conversation recording), in percentage and absolute per day of month
CustomerHangupCustomer hangup reasons (in IVR or queue) in percentage and absolute per hour of day
NotHandledNot-handled-reasons (workflow disconnect after queue or decline, maxqueue time, target not reached, failure of internal or external transfer), in percentage and absolute per hour of day
InitialModalityInitial modality  (audio, IM, audiovideo or unknow), in percentage and absolute per hour of day
Inbound KPIComparative inbound Service-level KPI (durations, taskresults, reachability) shown in percentages / sum and average times respectively
Outbound KPI Comparative outbound Service-level KPI (durations, taskresults, reachability) shown in percentages / sum and average times respectively
ConversationAs KPIConversationAs (accepted calls, durations, taskresults) shown in percentages / sum and average times respectively
Email KPIEmail (task resolutions, durations, taskresults) shown in percentages / sum and average times respectively
TransferFlowService to Service transfer flow listed comparatively. Also lists total transfers sorted by agent and workflow 
SurveyYesNoSurvey yes /no questions  (Total Survey count, resolution percentage)
SurveyRangeSurvey range comparison by answer, (weighted) result and service
SurveyOpenSurvey open answer comparison by answer and time period
AgentTaskAgent tasks by inbound and outbound service, task actions (accepted, abandoned, declined, missed, transferred), modality and comparative 
TaskCompletionChartTask Completion / Cross-Selling Codes compared by Agents by month
TaskCompletionDetailsTask Completion Details compared by Service, Agent,, Code sortable by date
TimeComparisonCompare "Date on Date" Handled / Not-handled and Hangup cases
Service Report Tabs