Stratus Agent includes reporting template files with focus on Agent (see current page) or Service side. 

This page contents focus on explaining: 

  • KPI (Facts) being shown in various widgets
    and
  • Relations in-between those KPI widgets

Good to know

  • The default BI Templates provided to you will most-likely show default data when started for first time. Refer to Azure Reporting Data access to learn how to connect them.
  • Available Filters, Facts and Dimensions are directly taken from the DB
  • Filters and Data Slicers are all located at the left hand side of the report, allowing you to narrow down the shown data by:
    • Date range
    • Service

CTRL+Left Click on sidebar elements to switch views. Those also work as UI elements when the BI Report is embedded in the Frontend UI.
(lightbulb) Within Power BI you can also use the tabs at the bottom with the same result.

Agent Session Overview

Agent Session Overview

NameRelates ToDescription
1Total Sessions by Agent-Every inbound Agent Task in the System is counted here. Its qualified in a first step as handled or not handled.
2Total Sessions HeatmapTotal Sessions

Total Sessions, rolled up by: 

  • X: Weekday
  • Y: Working Hour (can be unfolded in quarterly segments
3Total Sessions by Time-Period
  • Total Session
  • Handled / Not Handled Sessions

Accumulated Total distributed to each hour of day. 

Example: Handled / Not Handled Tasks from 9-10 o' clock on the filtered time-period set will be added up

A line-chart with the (not) handled rate in % is added.

4Average ACW Time

Average Total Time

Average ACW Time across all Agents.
5Average Hold Time 

Average Total Time

Average Hold Time across all Agents.
6Average Work Time 

Average Total Time

Average Work time across all Agents. Work time is the pure work time (interaction) between Agent and Customer.

(lightbulb) By default Hold Time is not counted towards "Work Time" (but included in total).

7Average Ring Time

Average Total Time

Average of the Ring Time of each customer.
8Average Total TimeTotal Time Ratio by IVR

Average Grant Total Time 

Formula: 

Ringtime + Worktime + Holdtime + ACW Time

9% Handled Rate
  • Total Sessions
  • Handled Sessions
Formula: Grant total of Sessions / Handled Sessions
10% First Task Resolve-First task resolved are tasks that were not transferred by the Agent.  The Agent resolved the issue with the customer during first call.
11% Customer Hangup 
  • Total Sessions
  • Not Handled Sessions
Formula: Grant total of Sessions / Not Handled Sessions
12Total Time breakdown
  • Average Total Time
  • Average Ring Time
  • Average Hold Time
  • Average ACW Time

Pie chart to show the percentage of each different types of time measures. 

(lightbulb) For each calculation we each take the individual "Time" value per session and not the average of the average over all sessions. 

13Total Sessions
  • Handled Sessions
  • Not Handled Sessions

All Service-inbound sessions that occurred during the specified time window, broken down into: 

  • Handled 
    and
  • Not Handled tasks (info) See Not Handled Sessions widget for further breakdown
14Handled Sessions
  • Total Session
  • Handled Rate

Handled sessions are can either be inbound calls of the following type: 

  • Accepted
  • Transferred 

(lightbulb) Handled sessions do not required to be first-task resolved.

15Not Handled Sessions
  • Total Sessions (Not Handled)

Further breakdown of no handled sessions by: 

  • Customer Abandoned (Not caused by Agent, call aborted during toast / ring)
  • Declined (Actively refused by Agent)
  • Missed (Not taken by Agent within specified ring time)

Agent Session Performance

Agent Session Overview

NameRelates ToDescription
1Total Agent Actions-Summary of all Agent Tasks in the System. Qualified in a first step as handled or not handled.
2Total Sessions by AgentTotal Agent Actions

Every inbound Task in the System is counted here by Agent. Qualified by handled or not handled.

(info) You can switch the handled result quickly via the buttons in the "Task Results by Service" widget.

3Total Sessions by Time-PeriodTotal Agent Actions

Accumulated Total sessions in specified time-period resolution (year, month, day, hour, 15 min interval)


4Total Sessions HeatmapTotal Agent Actions

Total Sessions, rolled up by: 

  • X: Weekday
  • Y: Working Hour (can be unfolded in quarterly segments
5Task Results by Service
  • Total Sessions by Agent
  • Total Sessions by Time Perod
  • Total Sessions Heatmap

Tabular visual, results grouped via:

  • Result Group: Handled / Not Handled
  • Action Group: Customer Abandoned, Declined, Missed

Consists of tabs which switch the view focus between:

  • Total results
  • Handled results
  • Not-Handled results

(lightbulb) Each focus will provide further breakdown data in the other widgets where applicable.

6Average ACW TimeAverage Total TimeAverage ACW Time across all Agents.
7Average Hold TimeAverage Total TimeAverage Hold Time across all Agents.
8Average Work TimeAverage Total Time

Average Work time across all Agents. Work time is the pure work time (interaction) between Agent and Customer.

(lightbulb) By default Hold Time is not counted towards "Work Time" (but included in total).

9Average Ring Time

Average Total Time

Average of the Ring Time of each customer.
10Average Total Time-

Average Grant Total Time 

Formula: 

Ringtime + Worktime + Holdtime + ACW Time

11% First Task Resolve-First task resolved are tasks that were not transferred by the Agent.  The Agent resolved the issue with the customer during first call.

Agent Login/Off Duty Times

Agent Session Overview

NameRelates ToDescription
1Agent Duty / Off Duty State ComparisonAgent Duty / Off Duty State Comparison

Baseline is all ever selected profiles in the monitored period. 

Agent Profiles are categorized in either Duty / Off Duty and %-compared among Agents.

2Agent Duty / Off Duty Time Period ComparisonAgent Duty / Off Duty Time Period Comparison

Time-Period-based comparison of Duty / Off Duty profiles across all Agents. 

(lightbulb) Resolution goes from hour up to year

3Agent Not Ready Reason Detail ViewAgent First / Last Profile Report

Explicitly lists all picked not ready reasons NRR by their respective duration. 

If a NRR is picked multiple times, the duration is summed up for the respective agent.

4Agent Profile Duration SummaryAgent Profile Duration Summary

Lists all duty profiles per Agent and Day (regardless of Duty or Off Duty). 

(lightbulb) Note that only Duty profiles have further types/granularity in the dimensions table.

5Agent Check-In / Check-Out Profile Time
  • Agent Profile Duration Summary

Agent Not Ready Reason Detail View

Lists for each selected (Off) Duty Profile the earliest and latest date of selection by an Agent.

6% Off Duty Profile All other 

Lists the percentage of off-duty profiles over all all ever selected profiles in the monitored period. 

7% Duty ProfileAll otherLists the percentage of duty profiles over all all ever selected profiles in the monitored period.

System Info

Shows the following info: 

  • SQL Server Name and Version
  • Operating System of the Server
  • Dataset Version (Internal reference number for the Database)
  • DAX User Name and Principal name: Converted Name of the actual reporting user. Needed for first and second level support.
  • DB Version: Internal build number of the DB (relates to DB updater logic).
  • getdate(): Latest DB entry date

(info) Luware may request a copy of this page for further support.

System Info