About time frames, periods and data storage
In Puzzel Administration Portal on page Statistics, the user selects the time frame (From and To) for each report he/she wants to see. The shortest time frame for presenting statistics is one quarter of an hour (15 minutes).
The statistics are as default saved for 1200 days. On request, agent statistics can be saved for a shorter time period than other statistics. Each night statistics older than the defined days to store are deleted. Some reports have limitations in max number of days in a report and how long back it is possible to see statistics. See Statistics for more details. It is possible to customise the reports, for example:
- Group by time (e.g. a weekly report grouped by day)
- Limiting the time span (e.g. a weekly report within the opening hours)
- Limiting the rows (show report only for specific queues/agents/access numbers)
- Remove/add columns
Not all these options are available for all reports.
An incoming call (chat/email/SoMe request) and the following queue time and time agents are connected are usually reported in the time period in which the incoming call (chat/email/SoMe request) ends. In many cases an incoming call arrives (starts) and ends in the same 15 minute period, but quite often a call arrives (starts) in one quarter and ends in the next quarter or even later if the wait time in queue is long. Since emails tend to stay quite long in queue, we also report when emails arrive in Details per queue for email and social media.
Example: A call arrives in the Puzzel solution at 09:59:30 (quarter 4 in hour 1) and after a long time in queue an agent answers at 10:13:20 (quarter 1 in hour 2), and the call ends at 10:17:05 (quarter 2 in hour 2). This call will be reported in the quarter 10:15-10:30 (quarter 2 in hour 2) in all statistics reports.
We recommend that a pre-defined wrap-up time be configured (e.g. 60 seconds), and that agents click Ready if they're ready to accept a new call before the pre-defined wrap-up has ended. We do not recommend that agents click Pause/Log off while in a call, but if they do, the result may be that calls are reported in a quarter or an hour the agent did not have any time logged on, since requests are reported in the time period they end.
Statistics for any given time period are normally generated and made available 2 hours after the end of the time period. Example: Reports for the time period 1000-1015 are generated at 1215 and are available a few (5-10) minutes later.
The main reason for this 2 hour delay is Call-back in queue. When a caller orders call-back in queue it may take some time before the Puzzel queue calls the person back, and if he/she does not answer the first time, Puzzel may call back one or two times more. Only call-backs that are answered within 2 hours will be reported as answered when statistics are generated 2 hours after period end. For customers that have call-backs that lasts for more than 2 hours, Puzzel can, on request, re-generate statistics every night so that all call-backs will be included in the historical statistics.