02/27/19 00:04 AM  

Omnichannel Session Handling - Reporting Guidelines | RingCentral Contact Center

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SummaryOmnichannel Session Handling is shown slightly differently in reports compared to their single-channel counterparts.

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.

Sample scenario:

Agent 1 is handling 1 Voice Contact, 2 Digital Contacts - 1 call, 1 chat, 1 email

Omnichannel Session Timeline:
Agent TimeTotal Time 12 minutes (3 minute intervals)
Chat Contact TimeActive Chatnot-in-focusActive (Completed) 
Email Contact TimeActive Emailnot-in-focusActive (Completed) 
Voice Contact TimeActive CallActive CallActive CallActive (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 NameDescriptionValue Type
Parent IDThe Contact ID referencing the original contact that was elevated to create this contact. Each elevation contact will have a Parent ID.Contact ID
Concurrent TimeCaptures the time an agent spends working concurrently on a voice and other contacts at the same timeDuration (seconds)
Agent TimeLinear representation of agent handle time taking into consideration only the top-level contactDuration
Productivity RateShows 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
ElevationsShows the number of contacts that are elevatedCount
ElevatedNumber of times a contact has been elevatedCount

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.

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