Contact States by Interval Report

The Contact States by Interval report allows you to view the number of contacts in each stateClosed The availability status of an agent. for a selected time period. The report divides this data into time intervals, showing you how long contacts spent in each state. You can see how many contacts were in the state for less than 30 seconds, 30 to 60 seconds, 60 to 90 seconds, and so on.

You must have these permissions:

  • Dashboard > Dashboard Templates > Contact States by Interval :On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

A contact center manager wants to understand how long contacts remain in different states to identify potential slowdowns in the customer journey. By reviewing the Contact States by Interval report, the manager can see how many contacts fall into specific time ranges, such as under 30 seconds or over 60 minutes, across various states. This analysis helps to determine areas where contacts may be waiting too long or dropping off. With this information, the manager can adjust workflows, staffing, or system configurations to enhance overall efficiency and improve the customer experience.

Data Overview

The Contact States by Interval report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Contact States by Interval Seconds

Column Description
Contact State Name Name of the state, such as Active, Inbound, In Queue, and On Hold.
Skill Name Name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. associated with the state.
Contact No Unique ID number associated with the contact.
Contact State Count Total number of contacts in the state for the chosen time period.
< 30 Seconds in State Number of contacts that were in the state for less than 30 seconds.
30 to < 60 Seconds in State Number of contacts that were in the state for 30 to less than 60 seconds.
60 to < 90 Seconds in State Number of contacts that were in the state from 60 to less than 90 seconds.
90 to < 120 Seconds in State Number of contacts that were in the state from 90 to less than 120 seconds.
2 to < 5 Minutes in State Number of contacts that were in the state from 2 to less than 5 minutes.
5 to < 10 Minutes in State Number of contacts that were in the state from 5 to less than 10 minutes.
10 to < 60 Minutes in State Number of contacts that were in the state from 10 to less than 60 minutes.
>= 60 Minutes in State Number of contacts that were in the state for 60 minutes or more.

Contact States by Interval Minutes

Column Description
Contact State Name Name of the state, such as Active, Inbound, In Queue, and On Hold.
Skill Name Name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. associated with the state.
Contact No Unique ID number associated with the contact.
Contact State Count Total number of contacts in the state for the chosen time period.
< 1 Minute in State Number of contacts that were in the state for less than a minute.
1 to < 5 Minutes in State Number of contacts that were in the state from 1 to less than 5 minutes.
5 to < 10 Minutes in State Number of contacts that were in the state from 5 to less than 10 minutes.
10 to < 20 Minutes in State Number of contacts that were in the state from 10 to less than 20 minutes.
20 to < 30 Minutes in State Number of contacts that were in the state from 20 to less than 30 minutes.
30 to < 60 Minutes in State Number of contacts that were in the state from 30 to less than 60 minutes.
60 Minutes to < 1 Day in State Number of contacts that were in the state from 60 minutes to less than 1 day.
>= 1 Day in State Number of contacts that were in the state for 1 day or longer.