Structure
Structure is the report category where data related to the organizational structure, teams, queues, and customer representatives can be examined in detail. Through this category, you can track the call performance of organizational units, queue memberships of customer representatives, break statuses, and activity information. You can also examine the distribution and flow of calls within the organization through visual reports.
This report category includes the Organization Tree, Team Performance, Sankey Flow Diagram, Treemap Drilldown, Queue Member List, Agent Queue Membership, Break Overview, Membership History, and Agent Activity Score reports.
1. Organization Tree
Organization Tree is the report where you can examine the units within the organizational structure, the number of members and queues assigned to these units, and the number of calls during a specific date range. You can view each organizational unit separately and track the number of members and queues assigned to each unit. By expanding the details of the units, you can examine the organizational structure and the data associated with each unit in greater detail.
- To access this report, follow Reports > Advanced Reports > Structure > Organization Tree.
- You can specify the date range you want to examine using the Start Date and End Date fields at the top of the report.
The report contains the following information:
- Member Count: The total number of members assigned to the relevant organizational unit.
- Queue Count: The total number of queues assigned to the relevant organizational unit.
- Calls in Period: The total number of calls associated with the relevant organizational unit within the selected date range.
- Unassigned Queues: The section containing queues that are not assigned to any organizational unit and the members associated with these queues.
You can expand the details of the relevant organizational unit using the down arrow on the screen. This allows you to display sub-level information and examine the organizational structure in greater detail.
2. Team Performance
Team Performance is the report where you can examine the call performance of teams within the organizational structure over a specific date range. You can track the total, answered, and missed call counts, answer rates, and average waiting and talk times in a single report. You can also examine the number of customer representatives and queues assigned to teams and evaluate team structures together with their call performance.
- To access this report, follow Reports > Advanced Reports > Structure > Team Performance.
The report contains the following information:
- Team: The team to which the call performance data belongs.
- Department: The department to which the team is assigned.
- Total Calls: The total number of calls received by the relevant team.
- Answered: The total number of calls answered by the relevant team.
- Missed: The total number of calls that ended without being answered by a customer representative.
- Answer Rate (%): The percentage of answered calls relative to total calls.
- Average Wait: The average waiting time that calls spent in the queue before being answered.
- Average Talk: The average talk time of answered calls.
- Average Score: The average score calculated for the relevant team.
- Agent: The total number of customer representatives assigned to the relevant team.
- Queue Count: The total number of queues associated with the relevant team.
3. Sankey Flow Diagram
Sankey Flow Diagram is the report where you can visually examine the flow of calls within the organizational structure over a specific date range. It allows you to track which departments, teams, and queues the calls passed through and which outcomes, such as answered or abandoned, the calls ended with on a single flow. This allows you to examine the distribution of calls within the organization and analyze which units and queues have the highest call volume.
- To access this report, follow Reports > Advanced Reports > Structure > Sankey Flow Diagram.
- You can specify the date range you want to examine using the Start Date and End Date fields at the top of the report.
4. Treemap Drilldown
Treemap Drilldown is the report where you can examine the distribution of calls within the organizational structure hierarchically over a specific date range. It allows you to visually compare call volume by department, team, and their respective sub-levels.
- To access this report, follow Reports > Advanced Reports > Structure > Treemap Drilldown.
- You can specify the date range you want to examine using the Start Date and End Date fields at the top of the report.
- Organizational units are displayed as rectangular areas of different sizes in the report.
5. Queue Member List
Queue Member List is the report where you can examine the customer representatives assigned to queues and their queue membership information. You can track customer representatives' break statuses, priority information, and call counts for the selected period on a single screen. This allows you to evaluate the current statuses and call activity of customer representatives in the relevant queue together.
- To access this report, follow Reports > Advanced Reports > Structure > Queue Member List.
The report contains the following information:
- Username: The username of the customer representative who is a member of the queue.
- Email: The email address of the customer representative registered in the system.
- On Break: Information indicating whether the customer representative is currently on break.
- Break Reason: The selected break reason if the customer representative is on break.
- Priority: The numerical priority value of the customer representative in the relevant queue.
- Calls in Period: The total number of calls associated with the customer representative within the selected date range.
- Update Time: The date and time when the relevant record was last updated.
6. Agent Queue Membership
Agent Queue Membership is the report where you can examine which queues customer representatives are members of. You can view the queues assigned to each customer representative and the total number of queues on a single screen. This allows you to check the distribution of responsibilities across queues and examine representatives assigned to multiple queues.
- To access this report, follow Reports > Advanced Reports > Structure > Agent Queue Membership.
The report contains the following information:
- Username: The username of the customer representative to whom the queue membership information belongs.
- Email: The email address of the customer representative registered in the system.
- Queue Count: The total number of queues the customer representative is a member of.
- Queue: The queue of which the customer representative is a member.
7. Break Overview
Break Overview is the report where you can view the current break statuses of customer representatives in real time. You can view the queue, team, and department to which customer representatives on break are assigned, as well as their break reasons. You can also track the break start time to obtain detailed information about the current break statuses of customer representatives.
- To access this report, follow Reports > Advanced Reports > Structure > Break Overview.
The report contains the following information:
- Username: The username of the customer representative who is on break.
- Queue: The queue to which the customer representative is assigned.
- Team: The team to which the customer representative is assigned.
- Department: The department to which the customer representative is assigned.
- Break Reason: The reason for the customer representative's break.
- Break Start: The date and time when the customer representative started the current break.
8. Membership History
Membership History is the report where you can examine the history of customer representatives being added to or removed from queues. It allows you to track which customer representative experienced a membership change, on which date, and for which queue. You can also review queue membership changes retrospectively together with the department and team information of the customer representative.
- To access this report, follow Reports > Advanced Reports > Structure > Membership History.
The report contains the following information:
- Date: The date and time when the queue membership was added or removed.
- Agent: The customer representative whose queue membership was changed.
- Queue: The queue from which the customer representative was added or removed.
- Event: Information about the customer representative being added to or removed from the queue.
- Department: The department to which the customer representative is assigned.
- Team: The team to which the customer representative is assigned.
9. Agent Activity Score
Agent Activity Score is the report where you can collectively examine data related to customer representatives' queue and call activities. It allows you to track the queues to which customer representatives are assigned, the calls they have answered, and their average scores. You can evaluate representatives' current and historical activities in the system together with their last activity and last break start information.
- To access this report, follow Reports > Advanced Reports > Structure > Agent Activity Score.
The report contains the following information:
- Username: The username of the customer representative to whom the activity information belongs.
- Queue Count: The total number of queues the customer representative is a member of.
- Active Queue: The number of queues in which the customer representative is currently active.
- Answered Calls: The total number of calls answered by the customer representative.
- Average Score: The average score calculated based on the customer representative's activities.
- Last Activity: The date and time information of the customer representative's most recent activity in the system.
- Last Break Start: The date and time when the customer representative most recently started a break.