Information on the Call Center - Performance report
Table of Contents
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. (CST)
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. Queued - This column refers to the total calls that came in during this time slot
2. Answered - # of calls that were answered by the call center
3. Roll Over - This column refers to the total number of calls that were not answered in the queue and rolled to the next step in the call route
4. Abandoned - This column refers to the total number of calls that were abandoned by the caller before being answered
5. Lead - # of lead calls answered by the call center.
6. Customer - This column refers to the total 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. Avg Queue - This column refers to the average wait time for each caller during the given time slot
10. Longest - This column refers to the longest wait time for a caller during the given timeslot
11. Outbound - # of outbound calls placed by the call center