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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. (CST)
3. Inbound columns
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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 Queued - 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 timeslotAnswered - # of calls that were answered by the call center
3. Reservation Roll Over - This column refers to the total reservations created during this timeslotnumber of calls that were not answered in the queue and rolled to the next step in the call route
4. Customer Abandoned - This column refers to the total customer calls that came in during this timeslotnumber of calls that were abandoned by the caller before being answered
5. Payment - This column refers to the total customer calls that came in for payment during this timeslotLead - # 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 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 Avg Queue - This column refers to the average wait time for each caller during the given timeslottime slot
10. 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
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- # of outbound calls placed by the call center