Contents

User Productivity

The User Productivity report displays user and team data grouped dynamically by User, Queue, DNIS, Media Type, or Interval in any runtime specified grouping order. The report displays counts and percentages of interactions Offered, Answered and Abandoned, Flow Outs, and Transfers. Also provided are the durations and averages of Talk, Hold, ACW and Handle times as well as counts and averages for inbound and outbound Non-ACD calls.

Note
This report, while similar in format and columns available, differs from the Queue Summary and Detail report in that the metrics are calculated using agent level data rather than workgroup level data. It is inaccurate to compare or equate the Queue and User reports with one another. For example, an Offered interaction in the User Productivity report will display the number of calls that were offered to a specific user, while as an Offered interaction in the Queue Summary and Detail report will show the number of calls that were presented to a specific workgroup queue (prior to being presented to an agent).

Please reference Interval Queue Data in latest CIC Data Dictionary Technical Reference located in the online help for further explanation on how interval queue data is formulated.

Parameters

The following parameters can be specified for the User Productivity report:

Required Parameters

Date Time Range
Media Type

Group by and Summary Parameters

Group Order: User (Default Grouping); Queue; Media Type; Interval: DNIS (Report Group
Interval Config

Additional parameters

Site ID
Queue
User List
User
DNIS (Report Group)

Parameter Descriptions

Parameter	Parameter Type	Required/Optional	Description
Date/Time Range	Filter	Required	The date and time range bounds
Media Type	Filter	Required	Configure this parameter to specify a Media Type for the report filter. In the operator field, select an operator from the drop-down list. Available operators are: Equals or Not Equal to. In the Media Type field, select a Media Type from the drop-down list. Available types are: <All>, Call, Callback, Chat, Email, Fax, Generic Object, Instant Question, SMS, Unknown, Work item, Social Conversation, or Social Direct Message. To add an additional Media Type parameter, click Add Parameter.
Group Order	Format/Informational	Required	Allows grouping of the report data. Choose one or more from User, Queue, Media Type, Interval, or DNIS/Report Group
Interval Config	Format/Informational	Required	The interval for which the report is grouped by. Choose from Half Hour, Hour, Day of Week, Daily, Weekly, Monthly, Quarterly or Yearly
Site ID	Filter	Optional	The Site ID to filter by
Queue	Filter	Optional	The workgroup queue to filter by
User List	Filter	Optional	The list of users to filter by
User	Filter	Optional	The user to filter by
DNIS(Report Group)	Filter	Optional	The DNIS/Report Group to filter by

Sample Report

Click on the image below to view a sample of this report.

Report Element Descriptions

Please reference the CIC Data Dictionary Technical Reference under Agent Queue Period Statistics Interval View for further technical details and column definitions.

Report Element	Database Column or Computation	Details
User	cName	The user
Queue	cReportGroup	The workgroup queue
Report Group	cHKey3	The DNIS/report group
Media Type	cHKey4	The media type
Offered	sum(nEnteredAcd)	The number of ACD interactions that were offered (entered)
Answered #	sum(nAnsweredAcd)	The number of ACD interactions that were answered
Answered %	sum(nAnsweredAcd) / sum(nEnteredAcd) * 100	The percent of ACD interactions that were answered
Abandoned #	sum(nAbandonedAcd)	The number of ACD interactions that were abandoned
Abandoned %	sum(nAbandonedAcd) / sum(nEnteredAcd) * 100	The percent of ACD interactions that were abandoned
Flow Outs #	sum(nFlowoutAcd)	The number of ACD interactions that flowed out
Flow Outs %	sum(nFlowoutAcd) / sum(nEnteredAcd) * 100	The percent of ACD interactions that flowed out
Transferred #	sum(nTransferedAcd)	The number of ACD interactions transferred (calls only, destination must be a user/workgroup queue)
Transferred %	sum(nTransferedAcd) / sum(nEnteredAcd) * 100	The percent of ACD interactions transferred (calls only, destination must be a user/workgroup queue)
Talk Time Duration	sum(tTalkAcd) - sum(tHoldAcd)	The talk time associated with ACD interactions
Talk Time Average	(sum(tTalkAcd) - sum(tHoldAcd)) / sum(nAnsweredAcd)	The average talk time of ACD interactions
Hold Time Duration	sum(tHoldAcd)	The held time associated ACD interactions
Hold Time Average	sum(tHoldAcd) / sum(nAnsweredAcd)	The average hold time for ACD interactions
ACW Time Duration	sum(tAcw)	The after call work (ACW) time
ACW Time Average	sum(tAcw) / sum(nAnsweredAcd)	The average after call work (ACW) time for ACD interactions
Handle Time Duration	sum(tTalkAcd) + sum(tAcw)	The handle time for ACD interactions
Handle Time Average	(sum(tTalkAcd) + sum(tAcw)) / sum(nAnsweredAcd)	The average handle time for ACD interactions
Non-ACD IN #	sum(nExternToInternCalls) - sum(nExternToInternAcdCalls)	The number of non-ACD, workgroup-associated inbound interactions from external locations
Non-ACD IN AVG	(sum(tExternToInternCalls) - sum(tExternToInternAcdCalls)) / (sum(nExternToInternCalls) - sum(nExternToInternAcdCalls))	The time associated with non-ACD, workgroup-associated inbound interactions from external locations
Non-ACD OUT #	sum(nInternToExternCalls) - sum(nInternToExternAcdCalls)	The number of non-ACD, workgroup-associated outbound interactions to external destinations
Non-ACD OUT AVG	(sum(tInternToExternCalls) - sum(tInternToExternAcdCalls)) / (sum(nInternToExternCalls) - sum(nInternToExternAcdCalls))	The time associated with non-ACD, workgroup-associated outbound interactions to external destinations.

Stored Procedure

sprpt_CRUserProductivity

Tables/Views

UserProductivity_viw
Individual