Time Anchors
  • 10 Dec 2020
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Time Anchors

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Time Anchor (also known as "fact date") is the timestamp used to determine where the value of a particular metric aggregate.

Each report in Gladly is attached to a specific Time Anchor, which guides each report's data output. When you begin to analyze different reports, it's important to know which Time Anchor a report is using as each report's output will be different.

How Time Anchor works

Let's say you run a report that query data between 1 PM and 2 PM.

For things like individual events that only happen at one point in time, finding the right set of data is pretty straightforward—did the event happen in that period of time?
Green icons represent events

For things like Contacts and Conversations, which have a “state” (e.g., Queued, Fulfilled, and End state), it’s imperative to know which event/time it’s anchored to. This determines the set of data you’re considering for analysis.

Let's use the Inbound Contacts report, which uses Queued as the Time Anchor. The report would then consider these Contacts:

The Abandoned Contacts report uses Ended as the Time Anchor. The report would consider these Contacts:

You can see how it wouldn’t make sense to conclude comparing (i.e., creating an average) information from the two reports that use two different Time Anchors because you would be analyzing different sets of data.

On the other hand, if both reports were anchored to the same event, you would be able to make comparisons and draw conclusions from the same set of data.

A simplified example

Here’s a simplified example. Let’s assume we compare the 2 reports mentioned above, Inbound Contacts and Abandoned Contacts.

  • Inbound Contacts report is anchored to Contact Queued.
  • Abandoned Contacts report is anchored to Contact End.


If you tried to make a comparison between these two reports, you might reason that there are:

  • 2 Inbound Contacts (Queued)
  • 3 Abandoned Contacts (Ended)

3 Abandons / 2 Inbound = 150% of Contacts between 1-2pm are abandoned!

The insights are mixed up. If you’re comparing apples-to-apples, you’d either say:

  • 100% of Contacts ended between 1-2 PM are abandoned
  • 0% of Contacts started between 1-2 PM are abandoned

So you can see why Time Anchor is important.

Time Anchor table

Below is a master table of Time Anchors used by each report. Help docs specific to each report also specify what Time Anchor a report uses.

Reports NameTime AnchorGroup
AGENT PERFORMANCE

Active Conversation Handle Time by Agent
Conversation last closed atAgent
Active Conversation Handle Time by Agent by Channel
Conversation last closed atAgent
Agent Performance Summary
Varies by metricAgent
Contacts by Agent by Channel
Contact queued atAgent
Conversation Close Time by Agent
Conversation Closed atAgent
Conversation Close Time by Agent by Channel
Conversation Closed atAgent
Conversation Reassignments Received by Agent
Conversation reassigned atAgent
Conversation Reassignments Sent by Agent
Conversation reassigned atAgent
Created and Closed Tasks by Agent
Time of event - Task created or closedAgent
Customers Helped by Agent
Contact fulfilled atAgent
Declined and Missed Calls by Agent
Time of event - Declined or Missed ContactAgent
Declined and Missed Contacts by Agent
Time of event - Declined or Missed ContactAgent
First Contact Resolution by Agent
Conversation last closed atAgent
Task Close Time by Agent
Task closed atAgent
Topic Usage by Agent
Time of event - when Topics were updated on a ConversationAgent
Transferred Calls Received by Agent
Contact transferred atAgent
Transferred Calls Sent by Agent
Contact transferred atAgent
Task Activity by Agent
Event occurred atAgent
ANSWERS OPTIMIZATION

Answer Usage
Time of event - when Answer was usedAnswer
Answer Usage by Agent
Time of event - when Answer was usedAnswer
CHANNEL PERFORMANCE

Abandoned Calls in IVR
IVR started atContact
Channel Mix
Contact queued atContact
Channels in Multichannel Conversations
Conversation last closed atConversation
Customers Helped by Channel
Contact fulfilled atCustomer
SLA Attainment by Channel
Contact fulfilled atContact
CUSTOMER EXPERIENCE

Abandoned Calls
Contact ended atContact
Average Conversation Contacts
Conversation last closed atConversation
Conversation Close Time
Conversation Closed atConversation
Conversation Close Time by Channel
Conversation Closed atConversation
Customer Wait Time by Channel
Contact fulfilled atCustomer
IVR
Contact initiated atContact
Reopened Conversations
Time of event - Conversation reopenedConversation
Topics
Varies by metricTopic
Auto-Throttle Missed Conversations
Time of eventSidekick
CUSTOMER INSIGHTS

Active Conversation Handle Time by Customer
Conversation last closed atCustomer
Inbound Contacts by Customer
Contact queued atCustomer
Inbound Contacts by Customer by Channel
Contact queued atCustomer
Multichannel Conversation Combinations
Conversation last closed atConversation
Multichannel Conversations
Conversation last closed atConversation
DATA EXPORT


Task Export (Beta)Task created atTask
Contact Export
Contact queued atContact
Conversation Data Export (Beta)
Time of event - Conversation Opened, Closed, ReopenedConversation
FORECASTING AND STAFFING

Agent Available Time
BucketedAgent
Agent Away Time
BucketedAgent
Agent Login Time
BucketedAgent
Agent Utilization
BucketedAgent
Created and Closed Conversations
Time of event - Conversation created or closedConversation
Work SessionsContact ended date (UI), Contact ended at (API)Work Session
Agent TimeStamps
Time of eventAgent
OPERATIONAL PERFORMANCE


Active Conversation Handle Time
Conversation last closed atConversation
Active Conversation Handle Time by Channel
Conversation last closed atConversation
Active Conversation Handle Time by Topic
Conversation last closed atConversation
Conversation Reassignments
Conversation reassigned atConversation
Costly Conversations
Conversation last closed atConversation
Created and Closed Tasks
Time of event - Task created or closedTask
Customers Helped
Contact fulfilled atCustomer
First Contact Resolution
Conversation last closed atConversation
Inbound Contacts
Contact queued atContact
Inbound Contacts by Channel
Contact queued atContact
Operational Summary
Varies by metricn/a
SLA Percentile
Contact fulfilled atContact
Task Close Time
Task closed atTask
Transferred Calls
Contact transferred atContact
Contact Summary
Contact ended atContact
SELF-SERVICE PERFORMANCE

Chat Display % Changes
Time of event - when Throttle % is changedn/a
Quick Actions Usage
Time of event - when a link is clickedSidekick
Sidekick Contact Points
Contact queued atContact
Sidekick Answer Search
Time of event - when a search happensSidekick
Sidekick Answer Usage
Time of event - when a link is clickedSidekick
Help Center Answer Search
Time of event - when a search happensHelp Center
Help Center Answer Usage
Time of event - when a link is clickedHelp Center

Time Anchor definitions

In order to truly understand how Time Anchors are used to present data in reports, it's important to know how each Time Anchor is defined.


Conversations

Conversation last closed at

A Conversation that was closed-reopened-closed-reopened-closed would be anchored to the very last close event. In this example, it's considered a single close event.

Conversation Closed at

A Conversation that was closed-reopened-closed-reopened would be anchored to every close event. In this example, there are two close events.

Conversation reassigned at

When a Conversation was last reassigned.


Contacts

Contact queued at

Time a Contact was queued.

Contact fulfilled at

Time a Contact was fulfilled.

Contact initiated at

Time a Contact was initiated.

Contact transferred at

Time a Contact was transferred.

Contact ended at

Time a Contact ended.

Contact ended date (UI), Contact ended at (API)

Specific to the Work Session report.

  • UI - Contact ended date is the date a Contact is ended. 
  • API - Contact ended at is the date a Contact ended


Events

Event occurred at

Time when the relevant event occurred.

Time of event - when Answer was used

Time an Answer was last used.

Time of event - Conversation reopened

The time a Conversations is closed-reopened-closed-reopened would be anchored to every close event. In this example, there are two reopen events.

Time of event - Conversation created or closed

Time a Conversation was either created or closed.

  • Created - When a Conversation was created during a specific time frame.
  • Closed - Any time when a Conversation was closed during a specific time frame. This can happen multiple times for one Conversation.

Time of event - Task created or closed

Time a Task was either created or closed.

  • Created - When a Task was created during a specific time frame.
  • Closed - Any time when a Task was closed during a specific time frame. This can happen multiple times for one Task.

Time of event - Declined or Missed Contact

Time a Contact was either declined or missed.

  • Declined - Any time when a Contact was declined during a specific time frame.
  • Missed - Any time when a Contact was missed during a specific time frame.

Time of event - when Topics were updated on a Conversation

Time a Topic or set of Topics was added to a Conversation.

Time of event - when Throttle % is changed

Time throttle % was changed as a reaction to incoming chat volume.

Time of event - when a link is clicked

Time when a link is clicked

Time of event - when a search happens

Time a search was started/initiated.

Time of event

Time an event occurred.


Tasks

Task closed at

Time a Task was closed.

Task created at

Time a Task was created


IVR

IVR started at

Time when a call entered the IVR.


Time Buckets

Bucketed 

Segments of time across different "buckets" or time granularities specified using the report's rollup filter. For example, an Agent going "available" at 9:01 and then "away" at 12:15 has a reportable segment of over 3 hours. If the rollup is set to "half-hourly", one might approach the scenario one of the following ways:

  • Anchor to the start of the timespan. So, the 9-9:30 granularity would say 3h 14m.
  • Anchor to the end of the timespan, so the 3h 14m would be in the 12-12:30 rollup.
  • Distribute the timespan to each of the "bucket" of time. This is how reports using "bucketed" as time anchors work:
    • 9-9:30 - 29m 
    • 9:30-10 - 30m 
    • 10-10:30 - 30m 
    • 10:30-11 - 30m 
    • 11-11:30 - 30m 
    • 11:30-12 - 30m 
    • 12-12:30 - 15m

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