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Table of Contents
1. Summary
This report gives you a look into your agents performance, in the given date range, when working in the call center. With all of our reports, you are able to download the CSV file to view in your spreadsheet editor, or email the report to whatever email you wish to send it to.
2. Time column
This column refers to each hour timeslot time slot during the day. Use this as a reference per row, with everything to the right of each timeslot time slot dedicated data to that specific timeslottime slot.
3. Inbound columns
The next column will give you a lot of detail on any inbound calls during the given timeslottime slot. The sub-columns are as follows:
1. All Calls - This column refers to the total calls that came in during this timeslottime slot
2. Inquiry - This column refers to the total Inquiries created during this timeslottime slot
3. Reservation - This column refers to the total reservations created during this timeslottime slot
4. Customer - This column refers to the total customer calls that came in during this timeslottime slot
5. Payment - This column refers to the total customer calls that came in for payment during this timeslottime slot
6. Collection - This column refers to the total collection-response calls that came in during this timeslottime slot
7. Other - This column refers to the total calls marked as "other" that came in during this timeslot time slot (non-lead/non-customer)
8. Unprocessed - This column refers to the total calls that came in that go unprocessed during this timeslottime slot
9. Avg Roll Over - This column refers to the total number of calls that rolled over to the next Queue
10. Abandoned - This column refers to the total number of calls that went unanswered during this time slot
11. Avg Queue - This column refers to the average wait time for each caller during the given timeslottime slot
1012. Longest - This column refers to the longest wait time for a caller during the given timeslot
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