PoC by Half Hour Report

Required permissions: Data Download

The PoC by Half Hour data download report displays a list of all active points of contacts in the specified time period, reporting the activity by the half hour. Information includes the associated campaignClosed A grouping of skills used to run reports. and skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, the number of agents active on the point of contact, the time spent there, SLA metrics, and number of abandons.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Field Details
Date Range

The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:

  • Today: Outputs data from 12:00 AM today to now. This option is the default.
  • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
  • Last 7 Days: Outputs data from 12:00 AM seven days ago to now.
  • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM today.
  • Previous Week: Outputs data from the last full week, Sunday through Saturday. It pulls data from 12:00 AM last Sunday to 11:59 PM last Saturday.
  • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
  • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
  • Specific Date: Opens a date selector and lets you choose a specific day from which to pull data. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
  • Date Range: Opens two date selectors that enable you to select a start date and end date for the range. By default, the range pulls data from 12:00 AM on the selected start date to 11:59 PM on the selected end date.

Start/End Time

If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time.
Export Format

You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:

  • Comma Separated: A comma-separated list in a CSV file.
  • Tab Delimited File: A tab-separated list in a TXT file.
  • XML: An XML-formatted TXT file.
Include Field Names Select this checkbox if you want the first row of the report to be field names.
Append date to file name (YYYYMMDD) Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day.

Columns

Campaign_No

The unique, system-generated ID of the campaign the point of contact's default skill belongs to.
Skill_No

The unique, system-generated ID of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge contacts enter through the point of contact.
Halfhour_Code

The code corresponding to the half hour of the day that the activity occurred. Each half hour is numbered 1-48 starting with 1 at 12:00 AM–12:30 AM and ending with 48 at 11:30 PM–12:00 AM.
Agent_Cnt

The total number of contacts who entered the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge on start_date that were delivered to an agent.
Agent_Time

The amount of time in seconds the contact spent conversing with an agent.
In_SLA

The total number of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge through the point of contact on the date indicated that were handled within the required SLA.
Out_SLA

The total number of contacts who entered the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge through the point of contact on the date indicated that were handled outside the required SLA.
Start_Date

The date within the specified time period on which the events in the row began to occur. It has a format of MM/DD/YYYY.
Abandon_Cnt

The total number of contacts who abandoned the connection to the point of contact before being handled by an agent.
Abandon_Time

The amount of time in seconds the contact spent in the system through the point of contact before abandoning the call.