Feedback, count

The number of Customers who provided feedback.

Feedback, entered

This is counting the feedback in exactly the same way as for "Feedback, count" but this is placed in the timeslot for the timestamp of the feedback event, making it possible to see when the feedback was provided.

Feedback, average answer time

The average time, in minutes, between Visit end and the feedback event.

Feedback, max answering time

The longest time, in minutes, between Visit end and the feedback event.

Transaction Time, Average

The average transaction time.

Waiting Time, Average

The average waiting time.

Walking Time, Average

The average walking time.

Wrapup Time, Average

The average wrap-up time.

Called

The number of called Customers.

Transaction Time, within sl

These are the transactions with a transaction time equal to or less than the transaction time Service Level.

Waiting Time, within sl

These are the transactions with a waiting time equal to or less than the waiting time Service Level.

Entered queue

The number of Customers that entered the Queue, all outcomes are included.

Transaction Time, Max

The maximum transaction time.

Waiting Time, Max

The maximum waiting time.

Served

The number of served Customers.

TTD 1 (0–3 min)

The number of Customers with a transaction time from and including 0 but under 3 minutes.

TTD 2 (3–6 min)

The number of Customers with a transaction time from and including 3 but under 6 minutes.

TTD 3 (6–9 min)

The number of Customers with a transaction time from and including 6 but under 9 minutes.

TTD 4 (9–12 min)

The number of Customers with a transaction time from and including 9 but under 12 minutes.

TTD 5 (12–15 min)

The number of Customers with a transaction time from and including 12 but under 15 minutes.

TTD 6 (15- min)

The number of Customers with a transaction time from and including 15 minutes.

WTD 1(0–3 min)

The number of Customers with a waiting time from and including 0 but under 3 minutes.

WTD 2 (3–6 min)

The number of Customers with a waiting time from and including 3 but under 6 minutes.

WTD 3 (6–9 min)

The number of Customers with a waiting time from and including 6 but under 9 minutes.

WTD 4 (9–12 min)

The number of Customers with a waiting time from and including 9 but under 12 minutes.

WTD 5 (12–15 min)

The number of Customers with a waiting time from and including 12 but under 15 minutes.

WTD 6 (15- min)

The number of Customers with a waiting time from and including 15 minutes.

Called by Cherry Pick

The number of Customers called by cherry picking, visit_call_type 1.

Called by Walk Direct

The number of Customers that were called by walk direct, visit_call_type 2

Called by Work Profile

The number of Customers that were called by workprofile, visit_call_type 3