Contact Summary
  • 07 Apr 2022
  • 8 Minutes To Read
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Contact Summary

  • PDF

Use the Contact Summary report to track Customer Wait Time, Agent Handle Time, and more trends.

How Data in the report is measured

The Contact Summary report is measured using the following:

Grouping

  • Grouped by Contact. Only compare this report to other Contact reports.

Time Anchor

  • Data is time anchored using 'Contact ended at' in the UI. This means all Contacts in the report have ended.

Metrics used for the Contact Summary report

Review the definition of each metric and how it's used to calculate data. These are fields you'll see in the CSV download. The columns in the report fill dynamically when the information is available.

 

MetricDescriptionComments
Ended DateDay, Week, etc. based on the selected filters. This refers to the date/time when the Contact ended.
Contacts EndedCount of all Contacts that ended.
  • Includes all Inbound and Outbound Contacts that ended on the specified date(s).
  •  Includes Inbound Contacts that ended on the specified date(s), regardless of the day they were queued.
Contacts InboundCount of inbound Contacts that ended."Inbound" Contacts are those initiated by the Customer, Internal, or External Initiator Types
Contacts FulfilledCount of Contacts fulfilled (either responded to or canceled). This does not include phone calls that were abandoned, phone calls that were forwarded, phone calls that left a voicemail, or Contacts that timed out without an agent response.Subset of Contacts Inbound
Contacts Fulfilled before SLACount of Contacts Fulfilled, where the Contact was fulfilled before the SLA Target (Due At).Subset of Contacts Fulfilled
Contacts Fulfilled after SLACount of Contacts Fulfilled, where the Contact was fulfilled after the SLA Target (Due At).Subset of Contacts Fulfilled
Contacts Fulfilled by ResponseCount of Contacts that were fulfilled by being responded to. This includes phone calls that an Agent answers, messaging Contacts where an Agent writes back, and Voicemail and Email Contacts where the Agent responds on any Channel.Subset of Contacts Fulfilled
Contacts Accepted before SLA
Count of Inbound Contacts accepted before the SLA Target (Due At).Subset of Contacts Inbound
Contacts AbandonedCount of phone calls where status is "ABANDONED". This only counts abandons post-IVR.Subset of Contacts Inbound
Contacts Abandoned within 5 secondsCount of phone calls where status is "ABANDONED" and ended-queued is less than 5 seconds (from 0 to 5s). This only counts abandons post-IVR.Subset of Contacts Inbound
Contacts Abandoned within 10 secondsCount of phone calls where status is "ABANDONED" and ended-queued is less than 10 seconds (from 0 to 10s). This only counts abandons post-IVR.Subset of Contacts Inbound
Contacts Abandoned within 15 secondsCount of phone calls where status is "ABANDONED" and ended-queued is less than 15 seconds (from 0 to 15s). This only counts abandons post-IVR.Subset of Contacts Inbound
Service Level %Count of Contacts Fulfilled before SLA, divided by the sum of (Contacts Abandoned + Contacts Fulfilled).For inbound Contacts only
Avg. Queued-to-Fulfilled TimeAverage duration of time from when the Contact was first queued to when it was fulfilled.For inbound Contacts only, and only for Fulfilled Contacts
Max Queued-to-Fulfilled TimeLongest duration of time, among all the inbound Contacts being considered, from when the Contact was first queued to when it was fulfilled.For inbound Contacts only, and only for Fulfilled Contacts
Avg. Queued-to-First Accepted TimeAverage duration of time from when the Contact was first queued to when it was first accepted.Only applies to inbound Contacts
Avg. First Accepted-to-Fulfilled TimeAverage duration of time from when the Contact was first accepted to when it was fulfilled.Only applies to inbound Contacts
Avg. Queued-to-Ended TimeAverage duration of time from when the Contact was first queued to when it was ended.Only applies to inbound Contacts
Avg. Fulfilled-to-Ended TimeAverage duration of time from when the Contact was fulfilled to when it was ended.Only applies to inbound Contacts
Avg. Due-to-Fulfilled Time (delta +/-)Average duration of time between when the Contact was due and when it was fulfilled.Only applies to inbound Contacts
Avg. Inbound Contact Handle TimeAverage total duration of time, across all inbound Contacts, when any Agent viewed the Customer profile while the Contact was ongoing.Only applies to inbound Contacts
Avg. Inbound After Contact TimeAverage total duration of time, across all inbound Contacts, when any Agent viewed the Customer profile after the Contact has ended, but before the Conversation is closed or before another Contact begins.Only applies to inbound Contacts
Contacts OutboundCount of outbound Contacts that ended.
Contacts Outbound and AnsweredCount of outbound Contacts that ended, where the customer answered.Only applies to Phone Call Contacts
Avg. Outbound Contact Handle TimeAverage total duration of time, across all outbound Contacts, when any Agent viewed the Customer profile while the Contact was ongoing.Only applies to outbound Contacts
Avg. Outbound After Contact TimeAverage total duration of time, across all outbound Contacts, when any Agent viewed the Customer profile after the Contact has ended, but before the Conversation is closed or before another Contact begins.Only applies to outbound Contacts
Avg. Talk TimeAverage duration of time from fulfilled (inbound) or answered (outbound) to ended, minus any time the phone call Contact was on Hold.Only applies to Phone Call Contacts
Avg. Hold Time - TotalDuration of time the phone call Contact was on Hold.Only applies to Phone Call Contacts
Avg. Hold Time - ManualDuration of time the phone call Contact was on Hold for a manual hold.Only applies to Phone Call Contacts
Avg. Hold Time - Warm TransferDuration of time the phone call Contact was on Hold for a warm transfer.Only applies to Phone Call Contacts
Avg. Hold Time - Cold TransferDuration of time the phone call Contact was on Hold for a cold transfer.Only applies to Phone Call Contacts
Avg. Hold Time - ConferenceDuration of time the phone call Contact was on Hold for attempting a conference call.Only applies to Phone Call Contacts
Avg. Messages TotalAverage count of total messages in each Contact.Only applies to email and messaging Contacts (SMS, Chat, Twitter, etc.). Does not apply to Phone Call and Voicemail Contacts.
Avg. Messages from CustomerAverage count of messages sent by the Customer in each Contact.Only applies to email and messaging Contacts (SMS, Chat, Twitter, etc.). Does not apply to Phone Call and Voicemail Contacts.
Avg. Messages from AgentAverage count of messages sent by an Agent in each Contact.Only applies to email and messaging Contacts (SMS, Chat, Twitter, etc.). Does not apply to Phone Call and Voicemail Contacts.
Avg. Messages from RulesAverage count of messages sent by Rules in each Contact.Only applies to email and messaging Contacts (SMS, Chat, Twitter, etc.). Does not apply to Phone Call and Voicemail Contacts.
Avg. Messages from APIAverage count of messages sent by API in each Contact.Only applies to email and messaging Contacts (SMS, Chat, Twitter, etc.). Does not apply to Phone Call and Voicemail Contacts.
Avg. of Avg. Agent Reply TimeAverage of the Average time it took for the Agent to reply throughout each Contact.
  • Note that this is an average of averages, which takes the Contact-level Avg. Agent Reply Time metric divided by all eligible Contacts. If no reply spans are present, the Contact will not be counted in the denominator. 
  • Only applies to email and messaging Contacts (SMS, Chat, Twitter, etc.). Does not apply to Phone Call and Voicemail Contacts.
Avg. of Avg. Customer Reply TimeAverage of the Average time it took for the Customer to reply throughout each Contact.
  • Note that this is an average of averages, which takes the Contact-level Avg. Customer Reply Time metric divided by all eligible Contacts. If no reply spans are present, the Contact will not be counted in the denominator. 
  • Only applies to email and messaging Contacts (SMS, Chat, Twitter, etc.). Does not apply to Phone Call and Voicemail Contacts.
Unique Customers with Contact Fulfilled
Count of unique Customers who had at least 1 inbound Contact (which ended during the selected period) Fulfilled.
Unique Customers with Contact Ended
Count of unique Customers who had at least 1 Contact Ended.
Unique Customers with Inbound Contact Ended
Count of unique Customers who had at least 1 inbound Contact Ended.
Unique Customers with Outbound Contact Ended
Count of unique Customers who had at least 1 outbound Contact Ended.
Payment Requests - CompletedCount of payment requests during the Contact that ended as “Completed.”
Payment Requests - DeclinedCount of payment requests during the Contact that ended as “Declined.”
Payment Amount - Completed USDTotal amount of payments requested during the Contact that ended as “Completed.”This metric only captures payment requests in US Dollars.
Payment Amount - Declined USDTotal amount of payments requested during the Contact that ended as “Declined.”This metric only captures payment requests in US Dollars.

Note – For metrics that are durations of time, the report in the UI will show time in d:hh:mm:ss (Days, Hours, Minutes, Seconds) format, while the downloaded CSV will show time in raw Seconds.

How the Contact Summary report is filtered

You can filter the report using the following criteria. This is how you start segmenting the data based on what you are trying to learn. You can learn more about filters here.

Date

  • The date filter on this report will correspond to the ended timestamp.

Rollup

  • When changing the rollup filter (e.g., Daily), the report will show you Contacts that have ended for each day based on your Date filter. For example, if your Date filter is Aug 8-10, and the rollup is Daily, then you'll see Contacts that have ended for Aug 8, 9, and 10.

Channels

  • Indicates the Channel in which Channel the Contact ended. The Channels can include voice, chat, email, SMS, FB Messenger, Twitter, WhatsApp.
  • Voice Channel only includes Phone Calls and does not include Voicemail and Abandoned Call follow-ups.

Inbox

  • The Inbox column and report filter refer to the Inbox where the Contact ended.
  • Inbox filter is tied to the Inbox when the Contact ended, which isn't necessarily the only Inbox where work happened.

How to use the Contact Summary report

The Contact Summary report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples.

ScenarioColumn Filter
Is our average wait time increasing or decreasing over time?
  • Select the desired date
  • Select the results rollup (half-hourly, daily, weekly, etc.)
  • Select a particular Channel or view results from all Channels 
  • Select the Inbox you would like to report on
Use Avg. Queued-to-Fulfilled Time metric to analyze the wait time trend.
What Channels are experiencing the most Contact abandons?
  • Select the desired date
  • Select the results rollup (half-hourly, daily, weekly, etc.)
  • Select a particular Channel to review (e.g., email, chat, etc.)
  • Select the Inbox you would like to report on
Use the Contacts Abandoned metric to understand the abandoned Contact trend for a particular Channel.

FAQs

Why is 'Inbound Contacts' sometimes more than the sum of 'Fulfilled' and 'Abandoned'?

Contacts Inbound contains Contacts Fulfilled, Contacts Abandoned, and also Contacts that get forwarded, leave a voicemail, and time out.


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