Performance by Channel Report

This report provides performance metrics for each channel. By default, the Performance by Channel report is sorted alphabetically by tenant name and channel.

To access the Interaction Performance by Channel report:

  1. Go to Reporting > Historical Dashboards.
  2. Click Dashboards and then click Standard Reports.
  3. From the list of available reports, select Performance by Channel.

Sample Report

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This table describes each column in the Performance by Channel report:

Name Type Description
Tenant Attribute The name of the tenant that the agent was logged in to.
Channel Attribute The communication medium of the interaction. For example, voice, SMS, messaging, or email.
Work Offered Expression The total amount of interactions that were offered to agents for a given date range.
Work Accepted Expression The number of interactions that agents accepted for the given date range.
Work Rejected Expression The number of work offers to an agent that were rejected during a given period of time.
Avg Handle Time Expression The average amount of time that elapsed from when an agent accepts a work offer to when they end their wrap-up phase for a given date range.
Max Handle Time Expression The maximum amount of time that elapsed across interactions from when an agent accepted a work offer to when they ended their wrap-up phase for a given date range.
Avg Wait Time Expression For the given date range, the average amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned. Average Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).
Max Wait Time

Expression

For the given date range, the maximum amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned. Maximum Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).
SLA % Expression

Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent within the configured SLA threshold. If short abandons are excluded in your SLA configuration, interactions that abandon within the configured abandon threshold aren’t counted. For more information on configuring SLA for your tenant or queues, see About Statistics Management.

For tenants or queues that use CxEngage’s default SLA configuration, SLA Percent uses the following thresholds:

  • SLA Threshold: 20 seconds
  • SLA Abandon Type: Ignore Abandons
  • Abandon Threshold: 20 seconds

This expression calculates the SLA Percent value and displays it as a decimal up to two places after the decimal.

CSAT %

Expression

The satisfaction scores given by customers to rate the interaction as a percentage of the total possible score.

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