Metric Definitions & Calculations (Global Summary Fields)

Overview

Sharpen’s expansive data set and reporting engine (Insights) allows for powerful and granular data access. With the variety of data available, sometimes its nice to have a simplified view of high level aggregate data. This document details the description and backend query for each of the following common Contact Center measures relating to inbound interactions.

Q Offered

Answered

Q Offered

The Q Offered field counts the sum of interaction segments which have uniquely entered a Q. This could result in an answered, abandoned, or flow-out interaction. Please note: Sharpen considers callbacks to be answered interactions once handled.

Examples:

Interaction routes to Q “ABC”

1 Q Offered

Interaction routes to Q “ABC,” waits without answer and the caller chooses to have a callback

1 Q Offered

Interaction routes to Q “ABC,” hits the max wait condition and routes to Q “XYZ”

2 Q Offered
- 1 Q Offered to Q “ABC”
- 1 Q Offered to Q “XZY”

SUM(
  CASE WHEN (
    queueID != "" 
    AND (
      answerTime != endTime 
      OR (
        answerTime IS NULL 
        AND endTime IS NOT NULL
      ) 
      OR (
        answerTime = endTime 
        AND waitTime > 0
      )
    ) 
    AND (
      commType != "phoneCall" 
      AND (
        transferType != "callback" 
        OR transferType IS NULL
      )
    )
  ) 
  OR (
    queueID != "" 
    AND transferType = "exitNoAgen"
  ) THEN 1 ELSE 0 END
)

CASE WHEN (
    queueID != "" 
    AND (
      answerTime != endTime 
      OR (
        answerTime IS NULL 
        AND endTime IS NOT NULL
      ) 
      OR (
        answerTime = endTime 
        AND waitTime > 0
      )
    ) 
    AND (
      commType != "phoneCall" 
      AND (
        transferType != "callback" 
        OR transferType IS NULL
      )
    )
  ) 
  OR (
    queueID != "" 
    AND transferType = "exitNoAgen"
  ) THEN 1 ELSE 0 END

Answered

The Answered field represents an interaction segment which has an answeredTime and an associated user, identified through the username or agent name fields. An answered interaction is one of the contributors to offered, and thus, can occur more than once for a single queue call manager ID if transfers are involved.

Example:

Interaction routes to Q “ABC.” There are available agents and the interaction is automatically routed to Agent A. Agent A is alerted and picks up the interaction.

1 interaction segment
- Segment 1 is counted as Q Offered and Answered

SUM(
  CASE WHEN answerTime IS NOT NULL 
AND answerTime != endTime 
AND username != "" 
AND (
  agentTalkTime + agentHoldTime + wrapup
) > 0 
AND commType != "phoneCall" THEN 1 ELSE 0 END
)

CASE WHEN answerTime IS NOT NULL 
AND answerTime != endTime 
AND username != "" 
AND (
  agentTalkTime + agentHoldTime + wrapup
) > 0 
AND commType != "phoneCall" THEN 1 ELSE 0 END

FORMAT(
  (
    SUM(
      CASE WHEN answerTime IS NOT NULL 
      AND answerTime != endTime 
      AND username != "" 
      AND (
        agentTalkTime + agentHoldTime + wrapup
      ) > 0 
      AND commType != "phoneCall" THEN 1 ELSE 0 END
    ) / SUM(
      CASE WHEN (
        queueID != "" 
        AND (
          answerTime != endTime 
          OR (
            answerTime IS NULL 
            AND endTime IS NOT NULL
          ) 
          OR (
            answerTime = endTime 
            AND waitTime > 0
          )
        ) 
        AND (
          commType != "phoneCall" 
          AND (
            transferType != "callback" 
            OR transferType IS NULL
          )
        )
      ) 
      OR (
        queueID != "" 
        AND transferType = "exitNoAgen"
      ) THEN 1 ELSE 0 END
    ) * 100
  ), 
  2
)

Abandoned

The Abandoned field represents an interaction segment which entered a queue, but was ultimately not answered. The caller’s patience for waiting in queue was exhausted and the caller hangs up. Only live interaction types can be considered abandons due to their inherent nature of being able to disconnect before assignment occurs. In addition, only interactions with waitTime can abandon.

Example:

Interaction routes to Q “ABC.” The caller waits for 5 minutes, but then chooses to disconnect.

1 interaction segment
- Segment 1 is counted as Q Offered and Abandoned

SUM(
  CASE WHEN (
    transfer = 0 
    AND (
      agentTalkTime + agentHoldTime + wrapUp
    ) = 0 
    AND waitTime > 0
  ) 
  OR (
    username != "" 
    AND answerTime = endTime 
    AND waitTime > 0
  ) THEN 1 ELSE 0 END
)

CASE WHEN (
    transfer = 0 
    AND (
      agentTalkTime + agentHoldTime + wrapUp
    ) = 0 
    AND waitTime > 0
  ) 
  OR (
    username != "" 
    AND answerTime = endTime 
    AND waitTime > 0
  ) THEN 1 ELSE 0 END

FORMAT(
  (
    SUM(
      CASE WHEN (
        transfer = 0 
        AND (
          agentTalkTime + agentHoldTime + wrapUp
        ) = 0 
        AND waitTime > 0
      ) 
      OR (
        username != "" 
        AND answerTime = endTime 
        AND waitTime > 0
      ) THEN 1 ELSE 0 END
    ) / SUM(
      CASE WHEN (
        queueID != "" 
        AND (
          answerTime != endTime 
          OR (
            answerTime IS NULL 
            AND endTime IS NOT NULL
          ) 
          OR (
            answerTime = endTime 
            AND waitTime > 0
          )
        ) 
        AND (
          commType != "phoneCall" 
          AND (
            transferType != "callback" 
            OR transferType IS NULL
          )
        )
      ) 
      OR (
        queueID != "" 
        AND transferType = "exitNoAgen"
      ) THEN 1 ELSE 0 END
    ) * 100
  ), 
  2
)

Flow Out

The Flow Out field represents interaction segments which have entered a Q, but have systematically transferred to another destination (another Sharpen Q, voicemail, etc), without having been assigned to an agent. The most common Flow Outs are a result of Sharpen Q “Exit No Agents,” or “Max Wait” configurations. Please note: Sharpen’s standard Flow Out measure does note include interactions which result in being a callback.

Example:

Interaction routes to Q “ABC.” There are no available agents in queue at the time of routing. Being subject to the “Exit No Agents” configuration sends the caller to an overflow Q. Agent B is assigned the interaction and picks it up the overflow Q

2 interaction segments
- Segment 1 is counted as Q Offered and Flow Out
- Segment 2 is counted as a Q Offered and Answered

SUM(
  CASE WHEN (
    transfer = 1 
    AND transferToData != queueID 
    AND answerTime IS NULL
  ) 
  OR (
    transferToType = "voicemail" 
    AND agentTalkTime = 0
  ) 
  OR (transferType = "exitNoAgen" OR transferType = "maxWait") THEN 1 ELSE 0 END
)

CASE WHEN (
    transfer = 1 
    AND transferToData != queueID 
    AND answerTime IS NULL
  ) 
  OR (
    transferToType = "voicemail" 
    AND agentTalkTime = 0
  ) 
  OR (transferType = "exitNoAgen" OR transferType = "maxWait") THEN 1 ELSE 0 END

FORMAT(
  (
    SUM(
      CASE WHEN (
        transfer = 1 
        AND transferToData != queueID 
        AND answerTime IS NULL
      ) 
      OR (
        transferToType = "voicemail" 
        AND agentTalkTime = 0
      ) 
      OR (
        transferType = "exitNoAgen" 
        OR transferType = "maxWait"
      ) THEN 1 ELSE 0 END
    ) / SUM(
      CASE WHEN (
        queueID != "" 
        AND (
          answerTime != endTime 
          OR (
            answerTime IS NULL 
            AND endTime IS NOT NULL
          ) 
          OR (
            answerTime = endTime 
            AND waitTime > 0
          )
        ) 
        AND (
          commType != "phoneCall" 
          AND (
            transferType != "callback" 
            OR transferType IS NULL
          )
        )
      ) 
      OR (
        queueID != "" 
        AND transferType = "exitNoAgen"
      ) THEN 1 ELSE 0 END
    ) * 100
  ), 
  2
)

External Transfer

The External Transfer field, while not a contributor to Q Offered, does provide reference to the final segment of a voice-based interaction which was sent to another telephony destination outside of the Sharpen environment.

Example:

Interaction routes to Q “ABC,” waits for 2 minutes, being subject to the “Max Wait” configuration which sends the caller to an external answering service.

1 interaction segment
- Segment is counted as Q Offered
- Segment is counted as a Flow Out
- Transfer To Type = “extNumber”
- Transfer To Data = destination number for external transfer