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1. All Calls - This column refers to the total calls that came in during this time slot
2. Inquiry - This column refers to the total Inquiries created during this time slot
3. Reservation - This column refers to the total reservations created during this time slot
4. Customer - This column refers to the total customer calls that came in during this time slot
5. Payment - This column refers to the total customer calls that came in for payment during this time slot
6. Collection - This column refers to the total collection-response calls that came in during this time slot
7. Other - This column refers to the total calls marked as "other" that came in during this time slot (non-lead/non-customer)
8. Unprocessed - This column refers to the total calls that came in that go unprocessed during this time slot
9. 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 time slot
12. Longest - This column refers to the longest wait time for a caller during the given timeslot
4. Outbound columns
The next column will give you some detail on any outbound calls made during the given timeslot. The sub-columns are as follows:
1. Follow up - This column refers to the number of follow up calls completed by the agent during the given timeslot
2. Collection - This column refers to the number of collections calls completed by the agent during the given timeslot
5. Agents columns
The final column will give you some detail on agent activity during the given timeslot. The sub-columns are as follows:1. Active - This column refers to the total number of agents who are active in the given timeslot
2. Break - This column refers to the total number of agents who are inactive in the given timeslot