Punctuality Overview

When callers opt to receive return calls, the system tells them that they will receive a return call in a certain amount of time (Announced EWT). The system then places the calls in the Virtual Queue, and by default returns the calls when it is the caller's turn. Changes that take place to the contact center environment (such as agents logging in/out, callers abandoning in the ACD Holding Queue, and so on) after the calls have been placed in the Virtual Queue may affect the return call times, causing the return calls to be made earlier or later than originally estimated. This difference in time from when the caller expected a return call and when the caller actually received the return call is known as Punctuality. The formal definition of Punctuality is the difference in time between the Announced EWT (Projected Agent Answer Time) and the Initial Return Call Time. Punctuality times can be positive or negative, as calls can be made earlier or later than originally projected. Negative punctuality means the system initiated the call earlier than projected, while positive punctuality means the system initiated the call later than projected.

When an EWT range is announced to the caller, if the callback is made within that time, punctuality is considered 0. If the callback is made outside of the EWT range, punctuality is measured by the closest EWT value that was announced to the caller. For instance, if the system announces EWT as 15-20 minutes, but initiates a return call after 5 minutes (instead of 15-20 minutes), punctuality is early by 10 minutes, so the punctuality value is -10 minutes.

Punctuality information is available for all types of return calls, but only the first attempt to call back callers is included in punctuality.

Punctuality Reports

The four Punctuality reports show data by Interval, Minutes, Percentage, and Time of Day.

1. Punctuality by Interval is a summary report that shows punctuality information between a start and end date with no call detail, but allows drill-downs to 15-minute intervals. This report has the capability of showing punctuality for Genesys Preview mode. See Punctuality by Interval for more information.
2. Punctuality by Minutes shows combined punctuality information between a start and end date measured in minutes/seconds. This report is followed by call detail for the punctuality intervals (None, 0-3, 3-5, 5-10, >10, All) that you choose. See Punctuality by Minutes for more information.
3. Punctuality by Percentage shows combined punctuality information between a start and end date measured as a percentage. This report is followed by specific call detail for the punctuality intervals (None, +/- 20%, > +/- 20%, All) that you choose. See Punctuality by Percentage for more information.
4. Punctuality by Time of Day displays data regarding the punctuality of return calls for one day, measured by minutes and percentage. It shows a summary page, followed by specific call detail for the date and punctuality intervals (None, 0-3, 3-5, 5-10, >10,+/- 20%, > +/- 20%, All) that you choose. See Punctuality by Time of Day for more information.

Punctuality by Percentage vs. Punctuality by Minute

It is important to understand that punctuality by minute/second can vary greatly compared to Punctuality by Percentage. Short Announced EWT times show the biggest difference between Punctuality by Minutes and Punctuality by Percentage. For example, if the Announced EWT is 3 minutes, and the return call was initiated 10 seconds later, the Punctuality by Minutes shows the difference as 170 seconds (2 minutes, 50 seconds). This puts this call in the smallest difference interval category of +/- 0-3 minutes, and graphs as a small difference in the Punctuality Distribution Analysis section of Punctuality by Minute. The corresponding Punctuality by Percentage value, however, shows the difference as 170 seconds out of 180 seconds, which is a 94% punctuality value. This is classified in the largest difference interval category of > +/- 20%, and graphs as a very large difference in the Punctuality Distribution Analysis section of Punctuality by Percentage.

The purpose of having both minute and percentage reports is to allow punctuality to be put into a correct perspective. If a queue has large EWTs, the Punctuality by Percentage report is more meaningful. On the other hand, if a queue has small EWTs, the Punctuality by Minutes report is more meaningful.