SAP CCtr Reporting Issue

[former_member338566]

Hi All,javascript:;

We are using SAP CCtr SP07 and getting issue in historical reports. We are getting only inbound call in contact center. Direct calls, agent to agent and outbound calls are blocked.

We are getting difference in "Talking Time(In)" in Agent Work Done report and "Handling Time(Total)" in Agent Contact Handling Time report.

Below are the screen shot from the report showing Calls(In) and Handled having same "897" value but Handling Time(Total) and Talking Time(In) have different values. How they are calculation both field?

Agent Contact handling Time - 4 Daily

Agent Work Done 3 -  Daily

Please help to find the solution for this issue.

Regards,

Chand Kamya

[former_member203097]

Hello Chand,

The SAP CCtr reports are based on either contact or agent statistics.
Agent statistics counts always just the agent’s time contribution. For example
Work Done report uses agent statistics.

In SP6 Patch1 there was a correction to how agent reports
are done. In earlier versions the agent reports, like Agent Contact Handling
Time, were based on contact statistics. This caused an offset in a
situation where an agent did a blind transfer of a call to another number.
Until the transferred call was answered, the agent was statistically still
“handling” the transferred call.

Note that even the statistics collected with pre-SP6 Patch1
still have this offset.

Make sure you
have also updated Standard Reports to SP7.

Kind Regards,

Tomi

[former_member338566]

HI Tomi,

I am already using SP07 for Contact Center & Standard Reports.

What is the difference between "TalkTime" and "ContactHandlingTime" and why there are difference in "Talking Time(In)" in and "Handling Time(Total)"  ?

Is this a product SAP CCtr bug ?

Regards,

Chand Kamya

[former_member203097]

Hello Chand,

Good to hear that you have updated all components.

Talking Time is the actuall time an agent spent on the call.

Contact Handling time includes also possible afterwork + in pre-SP6Patch1 release the time it took for the agent transferred call to be answered by a third party.

The reporting error has been fixed. The statistics that were collected with pre-SP6Patch1 version used a different calculation rule for calls that were blind transferred by the agent.

Kind Regards,

Tomi

[former_member338566]

Hi Tomi,

Please correct me if am wrong.

Talking Time = Disconnect Time - Connect Time (Also hold time comes under it)

Contact Handling Time = (Disconnect Time - Connect Time) + possible afterwork time

Regards,

Chand Kamya

[former_member203097]

Hello Chand,

Sorry, I must take it back, the afterwork is actually reported separately, so that does not cause the difference. The difference is caused by the way the talking time was allotted.

As an example: a new call drops to Queue1 (t0) and Agent1 answers it (t1). Agent1 transfers the call to an external number E1 (t2) it is answered (t3) and after some time the call ends (t4).

In pre-SP6Patch1, Agent1's talking time was reported as t2-t1 and contact handling time as t3-t1, so the extra time period t3-t2 when nobody is actually talking to the customer, was calculated into contact handling time of Agent1. This has changed now, so in the statistics collected after the upgrade you should not see an offset anymore.

The first report shows statistics from the contact's perspective and the second one from the agent's perspective, so the background for those reports is different. The same agent is reported in contact's statistics as the person who handled the contact.

Kind Regards,

Tomi

[former_member338566]

Hello Tomi,

Does it means there is no difference in "TalkTime" and "ContactHandlingTime" in SP07? Both are calculating in same way.

As my reports are showing difference in "TalkTime" and "ContactHandlingTime". How should we correct this issue ?

Regards,

Chand Kamya

[former_member203097]

Hello Chand,

In the case above, yes, TalkTime and ContactHandlingTime are the same for the same agent.

This is not universally true, as ContactHandlingTime as such tells the total time it took to handle the same contact from beginning to the end, even if the contact was tranferred to another agent. And some reports actually include even the afterwork time to contact handling time.

In your case, as told earlier, you have a difference between TalkTime and ContactHandlingTime for the reports you pull from a data set predating your system upgrade.This is as expected, since the calculation rule for this report changed in SP6Patch1.

It is complicated, but please turn to documentation for more information. From Service Marketplace you will find the following document that have more information on the topic:

SAP Contact Center 7.0 Reporting Data Guide

SAP Contact Center Reporting Contact Handling Examples

Kind Regards,

Tomi