Use the Contact Summary Counts report to see trends in your Contacts in a visual way. The data provided here is a subset of the data provided in the Contact Summary report.
How data in the report is measured #
The Contact Summary Counts report is measured using the following:
Grouping
- Grouped by Contact.
Time Anchor
- Data is time anchored using ‘Contact Ended At‘ in the UI. This means all Contacts in the report have ended.
Metrics used for the Contact Summary Counts report #
Review the definition of each metric and how it’s used to calculate data. These are fields you’ll see in the CSV download.
| Metric | Description | Comments |
| Ended Date | “Inbound” Contacts are those initiated by the Customer, Internal, or External Initiator Types | |
| Contacts Ended | Count of all Contacts that ended | • Includes all Inbound and Outbound Contacts that ended on the specified date(s). • Includes Inbound Contacts that ended on the specified date(s), regardless of the day they were queued. |
| Contacts Inbound | Count of inbound Contacts that ended | “Inbound” Contacts are those initiated by the Customer, Internal, or External Initiator Types |
| Contacts Fulfilled | Count of Contacts fulfilled (either responded to or canceled). This does not include phone calls that were abandoned, phone calls that were forwarded, phone calls that left a voicemail, or Contacts that timed out without an agent response. | Subset of Contacts Inbound |
| Contacts Fulfilled before SLA | Count of Contacts Fulfilled, where the Contact was fulfilled before the SLA Target (Due At) | Subset of Contacts Fulfilled |
| Contacts Fulfilled after SLA | Count of Contacts Fulfilled, where the Contact was fulfilled after the SLA Target (Due At) | Subset of Contacts Fulfilled |
| Contacts Abandoned | “ABANDONED”. This only counts abandons post-IVR | Inbound |
| Contacts Outbound | Count of outbound Contacts that ended |
How the Contact Summary Counts report is filtered #
You can filter the report using the following criteria. This is how you start segmenting the data based on what you are trying to learn. You can learn more about filters here.
Date
- The date filter on this report will correspond to the ended timestamp.
Rollup
- When changing the rollup filter (e.g., Daily), the report will show you Contacts that have ended for each day based on your Date filter. For example, if your Date filter is Aug 8-10, and the rollup is Daily, then you’ll see Contacts that have ended for Aug 8, 9, and 10.
Channels
- Indicates the Channel in which Channel the Contact ended. The Channels can include Voice, Chat, Email, SMS, FB Messenger, or WhatsApp.
- Voice Channel only includes Phone Calls and does not include Voicemail.
Inbox
- The Inbox column and report filter refer to the Inbox where the Contact ended.
- Inbox filter is tied to the Inbox when the Contact ended, which isn’t necessarily the only Inbox where work happened.
How to use the Contact Summary Counts report #
The Contact Summary Counts report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples.
| Scenario | Report Interaction |
| Compare the volume of Contacts fulfilled before and after SLA | Optional: Select the channel filter for the channel you’re interested in viewing. In the graph legend, click (to deselect) all the metrics except: • Contacts Fulfilled Before SLA • Contacts Fulfilled After SLA This will show the graph for only the those two metrics, so that you can see the trends. |
When you click to deselect metrics, you will see some of the legend items become grayed out:
FAQs #
Why is ‘Contacts Inbound’ sometimes more than the sum of ‘Fulfilled’ and ‘Abandoned’?
Contacts Inbound contains Contacts Fulfilled, Contacts Abandoned, and also Contacts that get forwarded, leave a voicemail, and time out.
