Omnichannel Session Handling - Reporting Guidelines
The main difference between Omnichannel session and Single-channel session is the reporting for voice contacts will never show interrupted time.
Agent 1 is handling 1 Voice Contact, 2 Digital Contacts - 1 call, 1 chat, 1 email
Omnichannel Session Timeline:
|Agent Time||Total Time 12 minutes (3 minute intervals)|
|Chat Contact Time||Active Chat||not-in-focus||Active (Completed)|| |
|Email Contact Time||Active Email||not-in-focus||Active (Completed)|| |
|Voice Contact Time||Active Call||Active Call||Active Call||Active (Completed)|
On the table above, the agent completed all sessions in 20 minutes. Reporting for digital contacts will show only when those contacts have focus in MAX. The report for this session will show that:
Chat Handling is completed in 6 minutes (9 minute not-in-focus is subtracted from Total Time)
Email Handling is completed in 6 minutes (3 minute not-in-focus is subtracted from Total Time)
Voice Handling is completed in 12 minutes (Total Time includes time focused on Chat and/or Email)
OSH reporting will not show the interruption on voice contact because they are always active. This is because voice contacts constantly require the agent’s attention even if that agent is also handling a digital contact (such as a chat or email).
Omnichannel Session Handling (OSH) does not impact existing RingCentral Contact Center Reports. For OSH-enabled business units, however, six new fields are available when creating custom reports in Central.
|Field Name||Description||Value Type|
|Parent ID||The Contact ID referencing the original contact that was elevated to create this contact. Each elevation contact will have a Parent ID.||Contact ID|
|Concurrent Time||Captures the time an agent spends working concurrently on a voice and other contacts at the same time||Duration (seconds)|
|Agent Time||Linear representation of agent handle time taking into consideration only the top-level contact||Duration|
|Productivity Rate||Shows the relationship between the total contact handle time and the linear representation of the agent's handle time. This value can be over 100% if the agent concurrently handles voice and non-voice contacts.||Percentage|
|Elevations||Shows the number of contacts that are elevated||Count|
|Elevated||Number of times a contact has been elevated||Count|
Since OSH fundamentally changes how agents can handle contacts, managers should take care how to interpret reports. Key Performance Indicators (KPIs) used before OSH may not be applicable when using OSH.
For example, the average handle time for phone calls may be two minutes with Single-Channel Handling, but that average handle time could increase to three minutes if the agent is expected to concurrently handle phone, chats, and emails. In this example, it would be unreasonable to expect agents to maintain a two-minute handle time when, using OSH, they are now simultaneously handling other contacts.