Objective Report 

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Description

The Objective Report compares performance on messages with performance objectives you specify, for the mailbox(es) and the time period you request. You can specify objectives for average speed of answer, average processing time, and average close time. This report measures performance on a message-by-message basis, regardless of the number of calls involved in handling each message.

Goals of the Objective Report

The goals of the objective report are to allow a system administrator to specify a performance objective and to determine how well this objective was met. Using the messaging software's drill-downs, you can view the set of messages that did not meet your objectives.

Objectives you can specify

An objective report may be requested for messages closed within the customer-specified interval.

You must specify at least one and may specify up to three of the following objectives:

• Average Speed of Answer

• Average Time to Close

• Average Processing Time

Wildcards are not supported.

Illustration

The following displays an example of an Objectives Report:

Generate an Objective Report

To obtain an Objective Report, do the following:

1. From the Message Care Report and Search page, click the Objective Report link. This brings up the Select Criteria for Objective Report page.

2. Select specific mailboxes or all mailboxes, define a period between two dates and times (both hour and minutes) during which the messages were closed, and select a Performance Objective.

   You can select one or more of the following Performance Objectives:

   • Average Speed of Answer

   • Average Time to Close

   • Average Processing Time

3. Select the database (Current or Archive) from which you want to produce the report. If your contact center has multiple archives, then you can specify the archive from which you want to report (from the Archive pull-down list).

4. Click on the Generate Report button to view the report. For all reports, on each Select Criteria page, the Generate Report button appears at the top.

Objective Report options

The following options are available after you click on the Generate Report button:

• Previous

• Reports Menu

• Help

Previous returns you to the previous screen. Reports Menu returns you to the main Message Care Reports Menu page.

Result categories on the Objective Report

The report result categories are listed as follows:

• Mailbox�a mailbox monitored by the messaging software used to collect messages which need to be serviced by an agent. Messages in this mailbox are received either from consumers or as replies to messages forwarded by agents.

• Closed�a status which indicates that no additional processing by an agent is required.

• ASA (average speed of answer) Hr|Min�the average value from detection time to delivery time. This is limited to delivery of original message calls.

• Obj Hr|Min�the customer-specified objective.

• Percent > Obj�the percentage of the customer-specified objective that was not met.

• Touch Count >1�the number of original messages whose touch count was greater than one. A touch count is the number of times a message call was active at an agent. The touch count is incremented when a message call is retrieved from the suspended state or when messages calls are transferred between agents.