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

Service Overview

Service Overview Report

NameRelates ToDescription
1Total Session-Every inbound Service Task in the System is counted here. Its qualified in a first step as handled or not handled.
2Accepted"Total Session" (handled)

Distinguishes how tasks were handled, either by machine or by user.

  • Handled by machine: If a customer calls a hotline and there is an IVR and the customer is transferred by the IVR this call is counted as "Handled by machine"
  • Handled by user means: An Agent has handled this call.
3Customer Hangup"Total Session" (not handled)

Subset of Total, distinguished between Customers who hung up in IVR / Customers who hung up in Queue:

  • Customer hung up in IVR: Happens in a workflow step where the customer may provide input, but hung up instead. Customer is not in a queue at the moment.
  • Customer hung up Queue: Customer is effectively in a lobby / queue where he/she is waiting to get connected to an Agent.
4Sessions Handled / Not Handled by ServiceTotal Session (handled / not handled partials)


The total sessions are allocated to each Service according to your RBAC.

5Handle Rate / ReachabilityTotal Session (grand total of all)Formula is: "Handled / Total Sessions"
6Agent Handled SLAAccepted > Handled by User

Shows which calls are handled within the configured SLA time. 

The Formula is: "Handled by User in SLA /  Handled by User"

7Customer Hangup
  • Total Sessions
  • Customer Hangup (in Queue)
Formula is:  "Total Customer Hangup = ((Customer Hangup in IVR + Customer Hangup in Queue) / Total Sessions)"
8Hourly Heatmap by DayTotal Sessions

Total Sessions, rolled up by: 

  • X: Weekday
  • Y: Working Hour (can be unfolded in quarterly segments
9Task by Volume and Hour
  • Handled / Not Handled
  • Handled Rate

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 handled rate is added.

10Total Time

Total Sessions

A measure where IVRTime + QueueTime + ConnectedTime is displayed
11Connected TimeTotal Time

The time where an customer is connected to a service. 

This also accumulates when multiple agents (from same service / session) are involved.

12Queue TimeTotal TimeThe lobby time (in queue) where the customer waits to be picked by an Agent. 
13IVR TimeTotal TimeEverything except "Queue" time is IVR time in our system.
14Total time ratio by IVR, Queue and Connect
  • Total Time
  • Connected + Queue + IVR time

This pie chart shows the distribution between Connected, Queue and IVR time. 

The total 100% amount equals the "Connected Time" absolute value.

System Handled

System Handled Report

NameRelates ToDescription
1System Handled
  • Service Overview > "Accepted" widget
The sum of system handled correlates to "handled by machine" value located in the "Service Overview" > "Accepted" widget
2Task Result by Service
  • Task Result by Service

The sum of system handled is allocated to each service, sorted by total sum of task results  (regardless of resolution)

The task result can also be seen on the "Task Result by Service" widget.

3Task by Volume and Hour
  • System Handled

Accumulated Total distributed to each hour of day.

Example: Overall tasks from 9-10 o' clock on the filtered time-period set will be added up

4Task by Hour and Day
  • System Handled

Total "System Handled" sessions, rolled up by: 

  • X: Weekday
  • Y: Working Hour (can be unfolded in quarterly segments)
5

Task Result by Service for: 

  • Callback / Conversation Recording Tasks
  • Transfer / Handled Activities
  • Sessions Result by Volume
  • Task by Volume and Hour

Total of handled activity and internal transfer success per service. Further broken down into: 

  • Total Time
  • IVR Time 
  • IVR Time Max

(info) You can switch between Callback and Transfer tasks, view and breakdown will be identical in this widget.

6
7Conversation Recording
  • System Handled

Formula: "Workflow Conversation Recording" / "Handled by Machine" (see "System Handled" Widget)


8Handled Rate
  • System Handled

Formula: "Workflow Handled Activity" / "Handled by Machine" (see "System Handled" Widget)

(info) The "Handled Activity" can be set in the Workflow Configurator (WF Structure) to enforce a task as "handled".

9Internal Transfer Rate
  • System Handled

Formula: "Workflow Internal Transfer " / "Handled by Machine" (see "System Handled" Widget)

(info) Any internal transfer (Virtual) workflow step will count to this metric.

10Max IVR Time
  • System Handled
  • Task Result by Service
Overall the maximum reached IVR time of all Services (only on system-handled tasks) 
11Average IVR Time
  • System Handled
  • Task Result by Service
Overall the average IVR time of all Services (only on system-handled tasks) 
12Average Total Time
  • System Handled
  • Task Result by Service

Overall the average IVR time of all Services (only on system-handled tasks) 

Formula: Total Time = IVR Time + Queue Time

Agent Handled

Agent Handled Report

NameRelates ToDescription
1Agent Handled
  • Service Overview > "Accepted" widget
The sum of agent handled correlates to "handled by agent" value located in the "Service Overview" > "Accepted" widget
2Task Result by Agents
  • Task Result by Service

The sum of agent handled is allocated to each agent sorted by total sum of task results (regardless of resolution)

The task result can also be seen on the "Task Result by Agent" widget.

3Task by Volume and Hour
  • Agent Handled

Accumulated Total distributed to each hour of day.

Example: Overall tasks from 9-10 o' clock on the filtered time-period set will be added up.

4Hourly Heatmap by Day
  • Agent Handled

Total "Agent Handled" sessions, rolled up by: 

  • X: Weekday
  • Y: Working Hour (can be unfolded in quarterly segments)
5

Agent Service

  • Sessions Result by Agent
  • Task by Volume and Hour

Total of handled activity and internal transfer success per agent. Further broken down into: 

  • Connected time 
  • ACW Time 
  • Hold Time
6External Transfer Rate
  • Agent Handled

Out of the total Sum of Agent Handled" it shows external transferred tasks.

7Internal Transfer Rate
  • Agent  Handled

Out of the total Sum of Agent Handled" it shows internal transferred tasks.

8First Task Resolve
  • Agent Handled

Means that tasks have been resolved without any transfers (by first Agent).

Formula: 
Agent Handled (100%) - Internal Transfer Rate - External Transfer Rate = First Task Resolve

9Average Hold Time
  • Agent Handled
  • Task Result by Agent
Overall the average reached hold time of all Agents.
10Average ACW Time
  • Agent Handled
  • Task Result by Agent
Overall the average reached ACW time of all Agents.
11Average Connected Time
  • Agent Handled
  • Task Result by Agent

Overall the average connected time of all Agents.

Customer Hangup

Customer Hangup

NameRelates ToDescription
1Customer Hangup

Service Overview > "Customer Hangup" widget

The sum of Customer Hangup correlates to "Not Handled" value located in the "Service Overview" > "Total Sessions" widget

  • Customer hung up in IVR: Happens in a workflow step where the customer may provide input, but hung up instead. Customer is not in a queue at the moment.
  • Customer hung up Queue: Customer is effectively in a lobby / queue where he/she is waiting to get connected to an Agent.
2Task Volume by Service
  • Task Result by Service

The sum of "Customer Hangup" is allocated to each Service sorted by total sum of task results (regardless of resolution)

(info) The task result can also be seen on the "Task Result by Service" widget.

3Task by Volume and Hour
  • Customer Hangup

Accumulated Total distributed to each hour of day.

Example: Overall tasks from 9-10 o' clock on the filtered time-period set will be added up.

4Tasks by Hour and Day
  • Customer Hangup

Total "Hangup" sessions, rolled up by: 

  • X: Weekday
  • Y: Working Hour (can be unfolded in quarterly segments)
5

Queue and IVR Scatter Chart by Service

  • Customer Hangup
  • Tasks Results by Service

Scatter Diagram of all Hangup Sessions both in Queue and IVR distinguished by Service. Additional data is shown on mouse over:

  • Average IVRTime 
  • Average QueueTIme
  • Total Tasks #
6Max Queue Time
  • Task Result by Service (Queue Time Max)

Maximum Queue Time reached over all Services.

7Max IVR Time
  • Task Result by Service (Max IVR Time)

Maximum IVR Time reached over all Services.

8Average Queue Time
  • Task Result by Service (Average IVR Time)
  • Queue and IVR Scatter Chart
Average Queue Time reached over all Services.
9Average IVR TIme
  • Task Result by Service (Average IVR Time)
  • Queue and IVR Scatter Chart
Average IVR Time reached over all Services.
10% Hangup in SLA 
  • Task Result by Service (Customer Hangup in Queue)
  • Hangup in SLA

    (absolute)

Shows percentage of customers that hung up within the set SLA time.

Formula: "Total Customer Hangup in Queue" /  "Customer Hangup in SLA"

11

Hangup in SLA

(absolute)
  • Customer Hangup (In Queue)
  • Hangup in SLA %

Shows percentage of customers that hung up within the set SLA time.


12Task Result by Service
  • Customer Hangup

Listing showing the relation per Service: 

  • Total Customer Hangup in Queue by Service
  • Task Result (Hangup in Queue, Hangup in IVR)

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