Using Business Intelligence Canned Reports : Report Parameters : Service reports : Service Transaction
  

Service Transaction

Use this report when you want detailed information about the Service transactions. Here, the time spent on Services is divided into walk time, face-to-face time and wrap-up time. You can also, for example, see how much time is spent waiting for the Customer to respond to the call.
All data is combined and shown on the same page.
Skärmurklipp
 
 
The following data is shown:
Name
Definition
Service
Service names
Served
Number of Customers that were served.
Workload
The total time it took to serve all the Customers. HH:MM:SS.
Average transaction time
The average transaction time (hh:mm:ss).
Max transaction time
The longest transaction time (hh:mm:ss).
Total face-to-face time
The total face-to-face time (hh:mm:ss).
Average face-toface time
The average face-to-face time (hh:mm:ss).
Max walk time
The longest face-to-face time (hh:mm:ss).
Total walk time
The total walk time (hh:mm:ss).
Average walk time
The average walk time (hh:mm:ss).
Max walk time
The longest walk time (hh:mm:ss).
Total Wrap-up time
The total wrap-up time (hh:mm:ss).
Average wrap-up time
The average wrap-up time (hh:mm:ss).
Max wrap-up time
The longest wrap-up time(hh:mm:ss).
Total number of served
The total number of served Customers.
Total workload
The total transaction time for all Customers served and included in this report.
Total of total face-to-face Time
The total face-to-face time for all Customers served and included in this report.
Total of total Walk Time
The total walk time for all Customers served and included in this report.
Total of total Wrap-up time
The total wrap-up time for all Customers served and included in this report.
Average served
The average number of Customers that were served per Service.
Average of average transaction time
The average transaction time for all transactions included in the report.
Average of average face-to-face time
The average face-to-face time for all transactions included in the report.
Average of average walk time
The average walk time for all transactions included in the report.
Average of average wrap-up time
The average wrap-up time for all transactions included in the report.
Max served
The maximum number of served Customers for Service.
Max workload
The maximum of total transaction time for a Service.
Max average transaction time
The maximum average transaction time for a Service.
Max of max transaction time
The maximum transaction time for a transaction included in this report.
Max total face-to-face time
The maximum of total face-to-face time for a Service.
Max average face-to-face time
The maximum average face-to-face time for a Service.
Max of max walk time
The maximum face-to-face time for a transaction included in this report.
Max total walk time
The maximum of total walk time for a Service.
Max average walk time
The maximum average walk time for a Service.
Max of max walk time
The maximum walk time for a transaction included in this report.
Max total wrap-up time
The maximum of total wrap-up time for a Service.
Max average wrap-up time
The maximum average wrap-up time for a Service.
Max of max wrap-up time
The maximum wrap-up time for a transaction included in this report.
 
Note: The value on the Y-axis in the chart is seconds.