Contact States by Interval Report

Required permissions: Report Viewer, Contact States by Interval

Required Employee Settings: Can View BI Reports

Related Products or Features: Business Intelligence (BI) Reports

The Contact States by Interval report allows you to view the number of contacts in each stateClosed The availability status of an agent. for a selected time period. The report divides this data into time intervals, showing you how long contacts spent in each state. You can see how many contacts were in the state for less than 30 seconds, 30 to 60 seconds, 60 to 90 seconds, and so on.

The Contact States by Interval report has two tables:

  • Contact State Intervals Seconds: Shows intervals ranging from less than 30 seconds to over 60 minutes.

  • Contact State Intervals Minutes: Shows intervals ranging from less than 1 minute to over 1 day.

The Contact States by Interval report, showing two tables, one for Contact State Intervals Seconds, and one for Contact State Intervals Minutes.

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

  1. Go to Reporting > Prebuilt Reports.

  2. Select the report you would like to run from the list.

  3. Complete the report prompt. The available steps and options will vary for each report.

  4. Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-PromptFunnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

  1. To change report parameters click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down..

  2. Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.

  3. When you are finished changing the report parameters, click Run.

Data in this Report

The Contact States by Interval report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Column Description
Contact State Name Name of the state, such as Active, Inbound, In Queue, and On Hold.
Skill Name Name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. associated with the state.
Contact No Unique ID number associated with the contact.
Contact State Count Total number of contacts in the state for the chosen time period.
< 30 Seconds in State Number of contacts that were in the state for less than 30 seconds.
30 to < 60 Seconds in State Number of contacts that were in the state for 30 to less than 60 seconds.
60 to < 90 Seconds in State Number of contacts that were in the state from 60 to less than 90 seconds.
90 to < 120 Seconds in State Number of contacts that were in the state from 90 to less than 120 seconds.
2 to < 5 Minutes in State Number of contacts that were in the state from 2 to less than 5 minutes.
5 to < 10 Minutes in State Number of contacts that were in the state from 5 to less than 10 minutes.
10 to < 60 Minutes in State Number of contacts that were in the state from 10 to less than 60 minutes.
>= 60 Minutes in State Number of contacts that were in the state for 60 minutes or more.
Column Description
Contact State Name Name of the state, such as Active, Inbound, In Queue, and On Hold.
Skill Name Name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. associated with the state.
Contact No Unique ID number associated with the contact.
Contact State Count Total number of contacts in the state for the chosen time period.
< 1 Minute in State Number of contacts that were in the state for less than a minute.
1 to < 5 Minutes in State Number of contacts that were in the state from 1 to less than 5 minutes.
5 to < 10 Minutes in State Number of contacts that were in the state from 5 to less than 10 minutes.
10 to < 20 Minutes in State Number of contacts that were in the state from 10 to less than 20 minutes.
20 to < 30 Minutes in State Number of contacts that were in the state from 20 to less than 30 minutes.
30 to < 60 Minutes in State Number of contacts that were in the state from 30 to less than 60 minutes.
60 Minutes to < 1 Day in State Number of contacts that were in the state from 60 minutes to less than 1 day.
>= 1 Day in State Number of contacts that were in the state for 1 day or longer.