The Horizon Contact infrastructure is migrating into cloud infrastructure operated by AWS.

AWS migration guide

Service Number Report

The Service Number Report looks at data for service numbers to help understand how calls to the selected numbers are handled.

Report Customisation Options #

Customisation	Options
Data source	Select an individual or a selection of Service Numbers.
Columns	Each of the statistics listed below can be added or removed from the report by managing the columns to include.
Aggregations	The following aggregations can be used to cluster data together: By Service Number By Month, By Week, By Day, By Hour, By Half Hour, By Quarter Hour
Advanced	The following advanced settings can be applied: Minimum call length (seconds): Only statistics for calls that lasted at least this number of seconds are included in the report Service level target (seconds): Only statistics for calls that were answered within the target number of seconds are included in the report.

Report Output #

The following statistics are available for inbound and outbound calls.

Statistic	Description
Total calls	The total number of calls to the service number.
Connected calls	The total number of calls that were connected to an agent or that reached another connected endpoint (such as an external contact centre or voicemail).
Dropped calls	The total number of calls to this service number that were dropped before being connected to either a destination or an agent.
Service level	The percentage of calls that were answered within the target number of seconds (excluding audio time).
Total calls met service level	The total number of calls that were connected to an endpoint (queue, voicemail etc) within the target number of seconds.
Availability	The total percentage of calls that were connected to an agent or that reached another connected endpoint (such as an external contact centre or voicemail), not including calls that were less than the Minimum Call Length (in seconds).
Total call length	The total time (in minutes) that callers to this service number spent on calls, measured from the time the calls entered the call flow for this service number. This includes pre-queue time, the time spent waiting in a queue, and the time spent talking to agents.
Average call length	The average call length (in seconds), measured from the time each call entered the call flow for this service number.
Total talk time	The total time (in minutes) that callers to this service number spent talking to agents. This time does not include the time spent waiting in a queue.
Average talk time	The average time (in seconds) that callers to this service number spent talking to agents. This time does not include the time spent waiting in a queue.
Maximum call length	The maximum call length (in minutes), measured from the time the call entered the call flow for this service number.
Total wait time	The total time (in minutes) that callers to this service number spent waiting for an agent to answer their call. This includes the time spent selecting DTMF options + time spent in a queue.
Total wrapup time	The sum of all wrapup times (in minutes) for calls to this service number.
Answered/Unanswered %	The percentage of calls that were answered.
Inbound call rate	The rate of incoming calls per hour to this service number.

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