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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 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 time slot during the day. Use this as a reference per row, with everything to the right of each time slot dedicated data to that specific time slot.
3. Inbound columns
The next column will give you a lot of detail on any inbound calls during the given time slot. The sub-columns are as follows:
1. All Calls Queued - 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 slotAnswered - # of calls that were answered by the call center
3. Reservation Roll Over - This column refers to the total reservations created during this time slotnumber of calls that rolled over to the next Queue
4. Customer Abandoned - This column refers to the total customer number of calls that came in went unanswered during this time slot
5. Payment - This column refers to the total customer calls that came in for payment during this time slotLead - # of lead calls answered by the call center.
6. Collection Customer - This column refers to the total collection-response customer 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
1210. Longest - This column refers to the longest wait time for a caller during the given timeslot
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11. Outbound
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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- # of outbound calls placed by the call center