This report provides key metrics related to your DIY Contact Center and is broken down by Queue, or a group of Agents, and individual Agents. It allows you to pull historical data from information presented in the live Contact Center Dashboard.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Report Structure & Navigation
 The Queue Summary is the default view when you first access the report. |
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- (A) Queue Summary - This provides data based on the calls presented to the specific queue of Agents.
- (B) Agent Summary - Click to view individual Agent call metrics and status breakdown information.
| The report defaults to include data from the beginning of the month to the current date. So if the date is October 18th, there will be 18 days worth of data. You can edit the dates to better customize the data by adjusting the start and end date. |
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- (C) Controls - Note: This must be clicked to access the report's filter options (D-G).
- (D) Timezone dropdown - Click to view data for a particular timezone.
- (E) Start Date - Click the window to access a calendar which you can set the start date. This is the date which the report's data begins.
- (F) End Date - Click the window to access a calendar which you can set the end date. This is the date which the report's data ends.
- (G) Queue Name dropdown - The report includes all queues in the report's data by default. Click the dropdown to select the specific queue(s) to include. You are able to select multiple queues at once to include in the report. The Agent Summary portion can be filtered by Agent instead of Queue Name allowing you to select the specific Agent(s) to include in the report's information.
Report Data
Queue Summary
- (H) Queue - This lists all queues that have calls which entered the queue within the date range filter.
- (I) Inbound Calls in Queue - The number of inbound calls that were presented to the queue.
- (J) Answered Calls - The number of calls that were answered while being presented to that queue.
- (K) Rolled Over Calls - The number of calls that waited the entire queue hold time and moved to the next step in the call route.
- (L) Abandoned Calls - The number of calls where the caller hung up prior to being answered.
Both (M) & (N) are optional settings based on how your call routing is setup.
- (M) Calls Left Queue - The number of callers who opted to skip the queue and be routed to the next step in the call route.
- (N) Callbacks Requested - The number of callbacks requested by callers who were waiting in the queue.
- (O) Lead Calls - The number of calls that came through the queue and were classified as Leads.
- (P) Customer Calls - The number of calls that came through the queue and were classified as Customers.
- (Q) Other Calls - The number of calls that were categorized as Other, meaning not a Lead or Customer. Note: Other options (such as Robo Call, Site Service, etc) can be customized in your account.
- (R) Unprocessed Calls - The number of calls that remained uncategorized and require manual classification of Lead, Customer or Other.
- (S) Avg Time to Answer - The average duration a call is in queue before being answered.
- (T) Avg Talk Time - The average call duration as defined from the moment an Agent presses Accept in the callpop to the time they end the call, excluding callbacks.
- (U) Avg Queue Time - The average duration a caller waited before being answered or hanging up, excluding callbacks.
- (V) Longest in Queue - Of all the calls that entered the queue during the selected time period, this is the duration of the call that waited the longest, excluding callbacks.
- (W) Avg Time to Hang Up - The average duration a caller waits before hanging up, excluding callbacks.
- (X) Avg Call Length - The average duration of all calls answered, including both hold and talk time but excluding callbacks.
Agent Summary - Only Agents which have been presented calls for the given date range selected will display in this area.
Agent Call Metrics
- (A) Agent - The specific Agent which the metrics apply.
- (B) Total Calls - The total amount of calls presented to the specific Agent.
- (C) Answered - The number of times the Agent answered a call.
- (D) Cascaded - The number of calls that rang to the Agent for the full Agent ring time as configured in your account, but were not answered by this Agent. These calls were then presented to the next available Agent.
- (E) Rejected - The number of times the Agent was presented with a call and hit the Reject button in the callpop.
- (F) Answer Rate - The specific Agent's answer rate as defined by dividing the number of answered calls by the total calls presented.
Agent Status Breakdown - Note: This area of the report includes both System & Custom status categories. Both types of categories are mixed together and are listed alphabetically across the row from left to right.
- (G) Employee Name - The specific Agent which the metrics apply.
System Statuses - System status categories are automatically assigned to an Agent based on their specific activities or actions.
- (I) Cool-Down - The period of time an Agent is inactive after ending a call. Management can configure this amount of time in the Contact Center Configuration area.
- (K) Offline - The amount of time the Agent was not logged in as an Agent.
- (L) On-call - The amount of time the Agent was actively on a call.
- (M) Ready - The amount of time the Agent was available to take a call.
Custom Statuses - Custom status categories are options Agents select when manually setting themselves as inactive.
- (H) Break & (J) Lunch - These are examples of custom status categories. The report can include others as well. Administrators have the ability to add additional categories in the Contact Center account configuration area.
