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SAP CCtr Reporting Volume

Nov 14, 2016 at 02:04 AM

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Hi Experts,

Could anyone explain in other words the column "Complete" in the volume reports?

What is a deleted contact? How is a deleted contact?

Was the call rejected by the agent?

BR

Rodrigo Lucas

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Lloyd Goveia
Nov 21, 2016 at 07:53 PM
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Hi Rodrigo,

This column shows the contacts that were formerly shown in the Arrived column.

Prior to CCtr 7.0.6.100, the following contacts were shown in the Arrived column, which was confusing to customers:

* Calls: answered and rejected calls
* Chats and e-mails: arrived contacts that are handled or deleted
* Calls: all arrived calls
* Chats and e-mails: all arrived contacts

Now with the new completed column store only:

* Calls: answered and rejected calls
* Chats and e-mails: arrived contacts that are handled or deleted

What is a deleted contact? How is a deleted contact?

Regarding the deleted contact (these can be emails or chats), for instance, in the case of emails the field CountOfDeletedEmails is added to FactCEMContact to count the e-mails deleted by an agent. From the version 7.0 SP06 Patch 1 onwards, the deleted e-mails are calculated to CountOfHandledContacts.

For example:

An inbound e-mail arrives to Queue6 at 12:00:00 and is allocated to Agent1 at 12:00:10. Agent1 accepts the e-mail at 12:00:20 and delete it at 12:01:00.

Purpose: Arrived and deleted e-mails reported

Arrived e-mail: FactCEMContactsArrived columns:

The report will show:

- ArrivalTime = 12:00:00
- FK_ApplicationLevel = Queue6
- FK_Channel = EmailIn (external)
- CountOfArrivedContact=1

Handled e-mails: FactCEMContacts columns:

- Start time = 12:00:00
- End Time = 12:01:00
- FK_ApplicationLevel = Queue6
- FK_Agent = Agent1
- FK_Channel = EmailIn (external)
- WaitingTimeInSeconds =(12:00:20 -12:00:00 =) 20 seconds
- QueuingTimeInSeconds =(12:00:20 -12:00:00 =) 20 seconds
- TalkingTimeInSeconds =(12:01:00 -12:20:00 =) 40 seconds
- CountOfArrivedContact=1
- CountOfArrivedEmails=0
- CountOfHandledContacts=1
- CountOfDeletedEmailsContacts=1

For a more comprehensive set of examples please go to -> http://help.sap.com/contact-center70/ -> click "Guide Folder" under "Installation and Other Guides" -> click on "Display all documents" and search for "SAP Contact Center Reporting Contact Handling Examples".

A contact can be rejected by the agent or by the system. For instance, by clicking the "Reject" button, or the alert rings out, that contact is marked as rejected. In the case where you are integrated with SAP CRM, a re-route command coming from CRM will also be considered a reject. This usually happens when CRM is out of sessions and therefore cannot accept new contacts.

I hope this helps answer your questions.

Best regards,
Lloyd

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