SwyxPLUS: ESTOS, DATEV and Visual Groups integration 〉 Installation and configuration of SwyxPLUS VisualGroups 〉 Evaluating reports
 
Evaluating reports
SwyxPLUS VisualGroups Reports are created as PDF files per queue. If you have more than one queue you receive an additional report with a summary of all queues.
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For queues where no calls have been detected in the logging time, there will be no reports. The queues will, however, appear in the summary.
SwyxPLUS VisualGroups reports include the following values:
Queues
* Total of all Calls
* Answered calls
* Missed calls
* Average talk time of all users
* Average waiting time of all callers
* Service level (relation between answered and missed calls)
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Calculation formula: 100% * Answered / (Answered + Missed)
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If Answered + Missed = 0 the service level will always be 0
Users
* Answered calls (answered personally by the user + forwarded by other users)
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For a call which has been forwarded to a user by another user two calls will appear in the report.
* Percentage of total of answered calls in the queue
* Missed calls
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The number of your own missed calls can be higher than the total number of missed calls. If a call is forwarded to a user more than once, e.g. one time automatically by system and one time by another user, each failed forwarding attempt is counted as one missed call of the respective user. For a queue a call is only counted as missed if the call is not answered by a user within the defined maximum waiting time for callers.
* Percentage of total of missed calls in the queue
* Average talk time
* Relative percentage of total of talk time in the queue
Example 1: A queue has a total of 40 calls and an average talk time of 2:00 min.
User A with an average talk time of 3:00 min has a value of +50% since 3:00 min are 1 min more than the total average of 2:00 min and 1 min is 50% of 2:00 min.
User B with an average talk time of 1:30 min has a value of -25% since 1:30 min are 30 sec less than 2:00 min and 30 sec are 25% of 2:00 min. are 30 sec less than 2:00 min and 30 sec are 25% of 2:00 min. is 25% of 2:00 min.
Example 2: A queue has a total of 8 calls.
User A has 7 answered calls with an average talk time of 2:00 min.
User B has 1 answered call with an average talk time of 10:00 min.
The total average talk time in the queue is then (7 x 2) + (1 x 10) = 24 / 8 = 3:00 min.
Answered calls, Missed calls and Average talk time
 
Queue
Users
Answered calls
Total of calls which have been answered by all users of the queue
Both, automatically forwarded calls and calls forwarded by other users, which have been answered by the user
Missed calls
• no user has answered the call within the defined maximum waiting time
• the caller has gone on hook before a user could answer the call
• the user has not answered the call within the defined time
• the caller has gone on hook before the user could answer the call
Average talk time
Average talk time of all users, calculated from the total talk time of all calls
Average talk time, calculated from all calls the user has answered, including calls forwarded by other users