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PURPOSE


This report provides insight into Agent performance while working in the call center.

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 date ranges that include current or future dates will have incomplete data due to when reports are refreshed. We strongly recommend selecting a date range that only includes past dates.

Call Metrics by Queue Name - Note:

All data listed in this report is organized into hour segments

This report contains two tables. Each table contains the same information; however, the table on top (pictured below) breaks information down into hour intervals and the table on the bottom breaks information into 15-minute intervals.

  • (A)

    Hour

    Time - The time interval that all data is referenced.

  • (B) Calls Queued - The number of calls that entered

    a

    the specified queue(s). This is the total calls from (C), (D), (E), (F), & (G).

  • (C) Answered Calls -

    The

    Of the total number of calls that entered the specified queue(s), this is the number of calls

    there

    that were answered.

  • (D) Rolled Over Calls -

    The number of calls there were rolled over

    Of the total number of calls that entered the specified queue(s), this is the number of calls that timed out and continued to the next step in the call route.

  • (E) Abandoned Calls - The number of

    abandoned calls

    calls that came into the specified queue(s) but the caller hung up before it was answered.

  • (F) Callbacks Requested - The number of

    callbacks requested by callers who were waiting in a call center queue.
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  • times a caller pressed 8 to receive a callback while waiting to have their call answered.

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  • (G) Left Queue - The number of callers who opted to skip the specified queue(s) and be routed to a voicemail box or other call route step.

  • (H) Lead Calls - The number of

    Lead calls

    calls that either entered the queue as an Unknown number and were dispositioned as a Lead or that entered the specified queue(s) as a recognized Lead.

  • (I) Customer Calls - The number of

    Customer calls

    calls that entered the specified queue(s) as a recognized Customer.

  • (J) Other Calls - The number of calls that entered the specified queue(s) that were not categorized as a Lead or Customer.

  • (K) Unprocessed Calls - The total number of calls

    that remained uncategorized

    that were either answered or that left a voicemail but were not dispositioned as either a Lead, Customer or Other.

  • (L) Avg Time to Answer - The average duration before a call is answered in the specified queue.

  • (M) Longest in Queue - Of all calls waiting in the queue during the given time interval, this is the duration of the call that has been waiting the longest, excluding callbacks.

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